Portal Specialist Team Lead

Our Company

Amerita

Overview

The Portal Specialist Team Lead performs all duties of a Portal Specialist while serving as the team's primary resource for workflow guidance, training, and process coordination. This role provides day-to-day support and coaching, serves as a subject matter expert, assists with onboarding and training, coordinates workflow and task distribution, and acts as a liaison between team members and leadership. The Team Lead promotes operational efficiency, quality, and consistency while providing feedback and recommendations to management regarding team performance and process improvement. This position does not have supervisory responsibilities and is not responsible for employee discipline, performance evaluations, hiring, termination, or other personnel actions.

Responsibilities

• Retrieves, reviews, and processes new referrals from assigned hospital portals in a timely manner
• Monitors multiple portals concurrently to minimize missed or delayed referrals
• Creates initial (“skeleton”) patient charts within CPR+ to facilitate quick downstream processing
• Communicates within hospital and case-management portals as needed (market-dependent)
• Relays benefit investigation outcomes, authorization status, and estimated delivery timelines to referral sources
• Collaborates with internal teams including Intake, BI, Authorization, Pharmacy, and Nursing as needed
• Supports standardized turnaround times for referral processing
• Identifies delays, missing documentation, or portal issues and escalate promptly
• Maintains accurate, compliant documentation in CPR+ and related systems
• Serves as the first point of contact for team members regarding workflow questions and operational issues
• Assists with onboarding, training, and mentoring new employees
• Monitors work queues and help balance workloads across the team
• Identifies process improvement opportunities and communicate recommendations to leadership
• Provides real-time coaching and support to ensure adherence to established workflows and quality standards
• Escalates operational concerns, staffing needs, and workflow barriers to management as appropriate
• Assists leadership with gathering performance-related observations and operational metrics

Qualifications

• High school diploma or equivalent required; associate degree preferred.
• Two (2) or more years of experience in home infusion, specialty pharmacy, referral intake, patient access, hospital liaison, or related healthcare operations required.
• Previous experience serving as a resource, mentor, trainer, preceptor, or lead for team members preferred.
• Experience working with electronic medical record (EMR) systems, intake systems, and case-management portals strongly preferred.
• Demonstrated ability to coordinate multiple priorities, support workflow management, and identify process improvement opportunities.
• CPR+ experience preferred.
• Strong attention to detail and accuracy in data entry.
• Ability to manage multiple screens, portals, and tasks simultaneously.
• Excellent written and verbal communication skills.
• Strong organizational and problem-solving skills.
• Ability to provide coaching, guidance, and training to team members.
• Ability to prioritize work and assist with workload balancing across the team.
• Ability to identify process inefficiencies and recommend improvements.
• Understanding of healthcare terminology, insurance benefits, and authorization concepts.
• Proficiency in Microsoft Office and ability to quickly learn new technology platforms.

 

About our Line of Business

Amerita, an affiliate of BrightSpring Health Services, is a specialty infusion company focused on providing complex pharmaceutical products and clinical services to patients outside of the hospital. Committed to excellent service, our vision is to combine the administrative efficiencies of a large organization with the flexibility, responsiveness, and entrepreneurial spirit of a local provider. For more information, please visit www.ameritaiv.com. Follow us on Facebook, LinkedIn, and X.  

Salary Range

USD $19.71 - $29.52 / Hour