- Own the end-to-end prescription experience for a portfolio of newly onboarded practices and escalated cases, from first submission through final determination
- Become an expert in navigating prior authorizations across insurance plans, pharmacies, and affordability programs to get prescriptions processed quickly and correctly
- Operate in a case-management style: investigate the full history of a case, identify where something has stalled, loop in and escalate to the right internal teams, and follow through until it's resolved
- Proactively catch and resolve issues before they become delays, working directly with plans, pharmacies, and providers as needed
- Communicate with providers and patients across phone, email, and text
- De-escalate high-stress situations while maintaining 100% accuracy in case documentation
- Spot patterns across a practice's prescriptions to turn them into practical guidance or internal process improvements
- Master proprietary software tools to execute operational workflows efficiently
- Collaborate cross-functionally to coordinate resolutions for patient or provider issues
Customer support