Sr. Specialist, Provider Services Support

Responsibilities

• Serve as the pharmacy network SME for all RFP, RFI, and proposal-related inquiries.
• Develop, review, and maintain standardized pharmacy network response content within RFPIO/content libraries.
• Ensure responses are accurate, consistent, and aligned with current network strategy, pricing models, and contractual terms.
• Cross-functionally coordinate to gather inputs and deliver high-quality, client-ready responses.
• Research, triage, and respond to pharmacy network service requests, including network structure and participation questions; pharmacy setup and configuration inquiries; claims, pricing, or access-related questions; and client and internal escalations.
• Serve as a point of contact for network-related inquiries, ensuring clear communication and timely follow-up.
• Partner with internal teams (e.g., Network Operations, Contracting, Analytics, Implementation) to investigate issues and drive resolution.
• Track inquiries through to completion, ensuring accurate and complete resolution and proper documentation.
• Identify recurring issues and escalate trends for process improvement or root cause resolution.
• Identify and implement improvements to enhance RFP turnaround time, response quality, and service request resolution efficiency.
• Track and report on KPIs, including RFP turnaround time, service request resolution time, response accuracy/rework rate, and knowledgebase utilization.
• Contribute to cross-functional process improvements and standardization efforts.
• Apply insights to strengthen both RFP responses and service solutions.

Qualifications

• Bachelor’s degree in healthcare administration, business management, pharmacy, or related field, or equivalent work experience, required.
• Pharmacy technician certification preferred.
• 3+ years of business experience in PBM sales, proposals, client management, or project management required.
• A strong understanding of PBM processes, pharmacy benefits, and healthcare industry regulations required.
• 3 years of experience in business, finance or economics preferred.
• Participate in, adhere to, and support compliance program objectives.