Inquiry Resolution Specialist

About the role

Every day, someone receives a life-changing diagnosis. Getting the right medication should be straightforward - but too often it isn’t. Specialty medications move through a complex network of providers, health plans, pharmacies, and manufacturers. Administrative delays, disconnected systems, and limited visibility can slow treatment when time matters most. Free Market Health exists to make that process work better. Our technology connects stakeholders across the specialty pharmacy ecosystem, helping prescriptions reach the right pharmacy while improving visibility, reducing friction, and keeping treatment moving forward for the patients who depend on them. We focus on the most important stakeholder of all: the patient.

We are seeking an Inquiry Resolution Specialist to help deliver a responsive, reliable experience for clients, members, pharmacies, and partners. In this highly collaborative role, you will investigate operational inquiries, coordinate solutions across teams, communicate clear updates, and take ownership of issues through resolution.

Responsibilities

• Receive, investigate, and resolve inquiries from clients, members, pharmacies, and partners across multiple communication channels.
• Assess issues based on urgency, complexity, and business impact; gather relevant information and research root causes.
• Coordinate with Operations, Clinical, Product, Technology, and Client Services teams to move complex or escalated issues toward resolution.
• Provide timely, accurate, and professional updates to stakeholders while managing expectations throughout the resolution process.
• Document inquiries, actions, decisions, and outcomes accurately in designated systems.
• Monitor open items, meet established service and documentation standards, and escalate high-risk or time-sensitive concerns appropriately.
• Identify recurring issues, process gaps, and workflow inefficiencies, and recommend practical improvements.
• Support operational enhancements through testing, training, and maintenance of knowledge articles, standard operating procedures, and team resources.

Requirements

• At least 2 years of experience in customer service, healthcare operations, client support, referral operations, claims operations, or issue resolution.
• Strong critical-thinking, problem-solving, and analytical skills.
• Clear, professional written and verbal communication skills.
• Demonstrated ability to manage multiple priorities and follow through in a fast-paced environment.
• Strong organization, accuracy, and attention to detail.
• Proficiency with Microsoft Office and the ability to learn operational support systems.

Skills

• College degree preferred.
• Experience in healthcare, specialty pharmacy, payer, pharmacy benefit management, referral management, or client services.
• Experience managing escalated customer or operational issues.
• Familiarity with ticketing systems, customer relationship management platforms, or workflow management tools.

Benefits

• Generous PTO
• 100% employer-paid individual medical, dental, and vision premiums
• Employer HSA contribution
• Paid parental leave
• 401(k) match
• Transportation and parking benefits
• Flexible, collaborative work environment
• Benefit eligibility is based on employment status.

Life at FMH

We’re building more than a company. We’re building a team of ambitious, curious people who are passionate about solving meaningful problems, growing their careers, and genuinely enjoying the journey together. Based in Pittsburgh’s Strip District,