- Respond to inbound inquiries from providers, medical office staff, and payers by phone, email, and internal messaging
- Support providers with real-time order status updates, prescription processing steps, and plan-specific requirements
- Triage escalations and resolve urgent or complex order-level issues efficiently
- Clearly communicate program requirements, expected copays, and processing timelines
- Coordinate with internal partners and external pharmacy networks to remove order bottlenecks
- Guide provider teams through billing issues, prior authorizations, tier exceptions, and appeals
- Use professionalism, de-escalation and active listening skills to manage provider frustrations and keep communication productive
- Log updates across internal systems accurately and on time
- Identify common workflow issues and share insights to improve team processes
- Superb written documentation of services provided in all cross-functional systems