Serve as the primary point of contact and liaison between account management and specialty pharmacy operations
Responsible for facilitating the resolution of specialty pharmacy escalated issues from the account management team's payer clients
Investigate and provide resolution to payer concerns regarding specialty dispenses to members
Analyze and monitor payer complaints to identify trends; develop and implement action plans to maintain high levels of quality service
Collaborate with account management and specialty pharmacy operations departments to investigate and resolve all issues
Expedite urgent orders and follow through to dispense
Document and provide status updates on outstanding issues
Monitor high risk members and prescriptions to mitigate risk
Work with internal teams to enhance processes based on expertise and client insight
Mentor, develop and train newly hired team members as assigned
Performs other duties as assigned
Complies with all policies and standards

Associate’s degree in related field or equivalent experience
5+ years’ experience in pharmacy operations (intake and insurance verification, call center)
Knowledge of pharmacy operational processes (intake and insurance verification, call center, pharmacy dispensing)
Experienced ScriptMed user

Service Delivery Manager

Key skills