Pharmacy Support Specialist

Position Summary

The PSS Care Coordination Specialist is the front-line ambassador for our pharmacy team. This role focuses heavily on delivering a high level of service by handling high-volume inbound communications from members and healthcare providers. This role will be responsible for triaging incoming inquiries, managing administrative tasks, and ensuring all front-line interactions are resolved, logged, and routed accurately.

Core Responsibilities

• Front-Line Customer Service: Answer and manage inbound calls from members and providers, consistently delivering a high level of professional service.
• Call Triage & Routing: Efficiently triage complex clinical or technical inquiries, routing them to the appropriate clinical or advanced operations teams.
• Concern Resolution: Resolve and meticulously log standard member or provider concerns in the internal tracking system.
• Administrative Support: Complete foundational administrative tasks related to incoming prior authorizations and appeals (e.g., document sorting, data entry, case routing).
• Outbound Outreach: Support the clinical pharmacy team by making routine outbound informational calls to members and providers.
• Operational Flexibility: Perform additional basic operational projects and tasks as needed by the management team.
• Other duties as required.*

*This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.