Customer Operations Specialist

Job Summary/Objective

The Customer Operations Specialist provides operational support to the Customer Experience team in the delivery of Medvantx patient and pharmacy service programs for pharmaceutical clients.

Key Responsibilities

• Coincides internal client and operational email inboxes, triages requests, responds to inquiries, and coordinates timely follow-up with client partners, HUB partners, and internal teams.
• Researches and resolves order status inquiries, order expedites, order clarifications, account issues, patient status questions, and HUB-related requests by gathering information, identifying the appropriate contacts, resolving routine matters, and escalating complex or high-risk issues as needed.
• Supports supply chain requests by researching inventory levels, shipment counts, and related client questions, then providing accurate information to account management or client-facing teams.
• Gathers and validates additional program information beyond standard reporting, including ad hoc data requests, shipment details, and other client-specific reporting needs.
• Investigates client or program issues by reviewing accounts, compiling relevant details, identifying root causes or next steps, and preparing clear summaries for the Customer Experience Manager or appropriate internal stakeholders.
• Supports assigned programs by monitoring activity, addressing routine questions, supporting transactions, and ensuring program needs are handled efficiently.
• Helps streamline workflow by reducing unnecessary handoffs, routing requests to the right subject matter experts, and identifying opportunities to improve response time and operational efficiency.

Skills & Qualification

• Bachelor's degree required
• High school diploma or equivalent required; bachelor’s degree preferred
• 3-5 years of experience in escalation management, patient services, pharmacy patient assistance programs, hub services, specialty pharmacy support, reimbursement support, or a related healthcare/customer support environment preferred
• Experience researching and resolving client, patient, pharmacy, or program-related inquiries in a timely and professional manner
• Strong verbal and written communication skills, including grammar, spelling, punctuation, and the ability to summarize complex issues clearly
• Strong organizational, problem-solving, research, analytical, and follow-through skills
• Ability to manage multiple priorities, meet deadlines, and work effectively in a fast-paced environment
• Proficiency with Microsoft Office, especially Word, Excel, and Outlook
• Familiarity with PowerBI
• Familiarity with Pharmacy Systems and/or CRM
• Ability to navigate multiple systems and applications simultaneously

Physical Demands

The physical demands of this position are in keeping with general office functions: sitting, using a computer, keyboard, telephone, etc. Travel expectation: 10%, optional.