Intake Specialist Team Lead - The Fountain Group Llc : Job Details

Team Lead – Intake Specialist (Patient & Specialty Services)

Location: East Hanover, NJ (Hybrid: 1 week onsite / 3 weeks remote) Pay Rate: $33 – $35 per hour Shift: 8:00 am – 5:00 pmContract: 1 year with potential to extend or convert

About the Role

The Team Lead, Intake Specialist plays a critical role in supporting the Patient & Specialty Services (PSS) Patient Support Center (PSC). This position oversees a team of Intake Specialists who process patient enrollment data and ensure accurate, timely entry into our Customer Engagement Center (CEC) CRM system. By managing day-to-day operations, driving performance, and supporting escalations, you will directly impact patients' ability to access essential medications and services.

This is an exciting opportunity to join a mission-driven team that supports over 1.4 million patients annually and contributes to nearly $4B in U.S. Pharma revenue.

Key Responsibilities

• Lead and manage a team of 10–15 Intake Specialists.
• Oversee timely and accurate data entry of patient service request forms, insurance cards, and other documents into the CRM system.
• Support intake across channels such as web, chatbot, e-fax, email, and postal mail.
• Monitor and drive achievement of departmental KPIs, including productivity, accuracy, and quality.
• Review documents for Potential Adverse Event (PAE) identification and ensure proper reporting.
• Manage escalations related to systems, processes, or patient cases.
• Provide coaching, training, and performance feedback to Intake Specialists.
• Identify trends in performance, recommend process improvements, and encourage best practices.
• Foster a collaborative, innovative team culture focused on patient service excellence.
• Participate in system design, testing, and pre-implementation readiness activities.
• Communicate policy changes and organizational updates to the team.
• Complete other special projects as assigned.

Qualifications

Required

• Bachelor's degree.
• 2–3 years of general office experience or equivalent training.
• At least 1 year of data entry/computer experience in an office or healthcare setting.
• Proficiency with MS Outlook and basic MS Office (Word, Excel).
• Strong attention to detail, communication, and interpersonal skills.
• Experience using network computer systems, copiers, scanners, and fax machines.

Preferred

• Experience with Salesforce CRM.
• Familiarity with HIPAA regulations and handling Protected Health Information (PHI).
• Medical office experience and knowledge of medical terminology.