Queue & ezMessage Support Specialist

This is a fully remote position, open to applicants in Florida.

📋 Description

• Oversee, evaluate, and manage assigned queues to swiftly handle incoming inquiries and outstanding tasks.

• Liaise with pharmacies, physicians’ offices, and internal teams to clarify needs, request documentation, and resolve issues.

• Take ownership of assigned tasks, ensuring follow-up until resolution or escalation is achieved.

• Identify recurring issues in queues, processing delays, and workflow obstacles, and communicate these to management.

• Aid in reducing backlogs and sustaining productivity within set turnaround times.

• Provide operational assistance for tasks, requests, and communications related to ezMessages.

• Evaluate assigned ezMessages and determine appropriate actions based on established protocols.

• Monitor pending messages and follow up on unresolved requests.

• Accurately document messages, follow-up actions, phone conversations, contact attempts, information received, and outcomes.

• Conduct frequent outbound calls to pharmacies and physicians’ offices.

• Communicate in a professional manner with pharmacists, pharmacy staff, medical office personnel, and healthcare professionals.

• Manage multiple follow-ups and prioritize urgent or time-sensitive issues.

• Escalate unresolved matters to the relevant department or supervisor.

• Uphold confidentiality and adhere to HIPAA and relevant privacy regulations.

• Follow standard operating procedures, departmental policies, and quality standards.

• Review completed work for accuracy and rectify identified errors.

• Engage in departmental meetings, training sessions, and initiatives for process improvement.

• Adapt to changes in systems, workflows, priorities, and procedures.

• Carry out other related duties to support the operational needs of the PBOS Department.

⛳️ Requirements

• High school diploma or equivalent is mandatory.

• Prior experience in pharmacy operations, healthcare administration, medical office support, pharmacy services, data processing, or a related field is preferred.

• Familiarity with pharmacy imports, operational queues, messaging platforms, or healthcare information systems is advantageous.

• Understanding of HIPAA regulations, patient confidentiality, pharmacy laws, and established protocols.

• Strong computer proficiency, including the ability to navigate multiple systems and applications simultaneously.

• Capability to work independently in a remote setting while maintaining productivity and accountability.

• Professional, clear, and courteous communication with external healthcare partners.

• Ability to meet productivity, accuracy, turnaround time, and quality standards.

• Capacity to protect confidential information related to the company, pharmacy, physician, and patient.

• Ability to perform essential physical functions, including occasional lifting and/or moving up to 25 pounds, with or without reasonable accommodation.

🏝️ Benefits

• Remote work arrangement.

• Reasonable accommodations for qualified individuals with disabilities.

• Equal employment opportunity.

• Participation in departmental training sessions and process improvement initiatives.