Service Delivery Manager

Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future.

Position Purpose

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.

Responsibilities

• 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.
• Perform other duties as assigned.
• Comply with all policies and standards.

Requirements

• 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.
• Experience in Referral Processing and pharmacy is highly preferred.

Pay

$23.23 - $39.61 per hour. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law, including full-time or part-time status. Total compensation may also include additional forms of incentives.

Benefits

• Competitive pay
• Health insurance
• 401K and stock purchase plans
• Tuition reimbursement
• Paid time off plus holidays
• Flexible approach to work with remote, hybrid, field or office work schedules

Benefits may be subject to program eligibility.