Lead, FSA Escalation Team

At our company, we move fast, adapt quickly, and turn challenges into opportunities—all while keeping quality at the heart of everything we do. We believe that work should be a positive and respectful place, and that with the right mindset, anything is achievable. Our Vision: Fulfill the essential promise of pharmacy care and help people to live to their healthiest, happiest, and fullest potential.

Our Mission: To be the disruptive force that drives meaningful change within pharmacy services. Summary: We are seeking a dynamic and experienced Lead for our FSA Escalation Team based in Lakeland, FL. The ideal candidate will be responsible for overseeing the escalation process related to NPAF inquiries and issues, ensuring timely resolution and maintaining high customer satisfaction.

This leadership role requires strong problem-solving skills, team management experience, and a deep understanding of NPAF policies and procedures.

Key Responsibilities

Lead and manage the FSA Escalation Team to ensure efficient handling of complex customer issues and escalations. Serve as the primary point of contact for escalated FSA cases, providing guidance and resolution strategies. Collaborate with cross-functional teams including Customer Service, Compliance, and Operations to resolve escalated issues.

Train, mentor, and develop team members to enhance their skills and knowledge of NPAF program and escalation processes.

Education and Experience

High School Diploma required. Post High School or specialized training a plus. College Degree preferred. Three years’ experience in call center environment, supervisory experience preferred. PBM or healthcare industry experience is desired. Work Environment: This position is in both a typical office environment which requires prolonged sitting in front of a computer and in an external environment where travel is required.

Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment. May have occasional high stress when dealing with customers/clients. This position is an in-office position. Knowledge, Skills, and Abilities: Speak clearly, concisely and effectively; listen to and understand information and ideas as presented verbally; excellent oral and written communication skills.

Organize information in a clear and concise manner. Work with people in a manner which shows sensitivity, tact, and professionalism. Solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions. Ability to work flexible hours as needed in a 24/7 environment. Ability to sit at a desk using a computer and phone/headset for a large majority of their day.

EOE M/F/D/V – Well. Dyne and Health. Dyne are equal opportunity employer and prohibits discrimination of any kind. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, veteran or disability status, or any other protected status under federal, state, or local law.