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PharmaForce · 16 hours ago

Support Operations Analyst

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

PharmaForce is a leading provider of innovative pharmacy solutions, specializing in 340B Third Party Administration and Pharmacy Benefit Management services. They are seeking a detail-oriented and proactive Support Operations Analyst to serve as a frontline liaison for their covered entities and pharmacy partners, ensuring timely and accurate follow-up on platform-related questions and issues.

BillingHealth CarePharmaceutical

Growth Opportunities

Responsibilities

Serve as a primary point of contact for customer support cases, triaging issues and providing timely updates and resolutions

Maintain clear ownership of open support cases, ensuring prompt and professional follow-up with covered entities and pharmacies

Manage and document all customer interactions within our case management system to ensure accuracy and continuity

Serve as overflow coverage for support call center, answering customer support calls and creating support cases

Develop working knowledge of the PharmaForce platform, including 340B workflows, claims, invoicing, and reporting features

Collaborate with internal technical and product teams to investigate and resolve user-reported issues or questions

Assist customers with system navigation, file uploads, reporting questions, and troubleshooting basic platform functionality

Identify when issues require deeper technical escalation and provide thorough context and documentation

Work closely with Implementation, Product, and Account Management teams to ensure seamless support, handoffs, and consistent customer experience

Contribute to the development of internal and customer-facing knowledge base articles and support documentation

Identify opportunities to improve support workflows, increase efficiency, and enhance customer satisfaction

Qualification

340B program operationsCustomer support experienceCase/ticketing systemsHealthcare data systemsCommunication skillsProblem-solvingOrganizational skills