Essential Functions
Note: The essential duties and primary accountabilities below are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or most of the primary accountabilities listed below. Specific tasks, responsibilities or competencies may be documented in the incumbent’s performance objectives as outlined by the incumbent’s immediate supervisor or manager.

1. Collaborate and maintain strong relationships with Account Management and other leaders across the organization to support a highly responsive client issue resolution model.
2. Monitor assigned case queues to ensure that cases submitted by Account Management, Patient Care Operations, or customers are properly addressed within Customer Service or routed to the appropriate department for timely follow‑up and resolution.
3. Review and update open cases in Salesforce to ensure they are thoroughly researched, and that resolutions are communicated in alignment with service delivery goals.
4. Research reported quality issues to identify root causes and determine appropriate corrective or preventive actions, leveraging advanced knowledge of PCO workflows and internal systems such as Infinity, E3 Mobile, E3 Connect, Verint, and DocuWare.
5. Ensure the accuracy of all documentation and reports submitted to customers and leadership teams.
6. Communicate status updates on outstanding issues that exceed turnaround time goals to all necessary parties and escalate them for immediate follow‑
7. Escalate any issues, concerns, or observations that may impact the customer relationship to Patient Care Operations leadership.
8. Monitor incoming client requests received via email or telephone and provide appropriate resolutions while maintaining an exceptional level of communication through both electronic and verbal channels.

Marginal or Additional Functions

1. Perform other duties as assigned

Supervisory and Managerial Responsibility 
• Role has no supervisory or managerial oversight

Knowledge, Skills & Abilities 

Education, Licensure or Certification:
• High School Diploma or equivalent required.
• CPhT preferred

Work Experience or Related Experience:

• 1+ years’ customer service experience preferred
• Salesforce experience preferred
• Working knowledge of Enclara Pharmacia systems preferred

Specialized Knowledge, Skills & Abilities:

• Demonstrates exceptional attention to detail and a high level of accuracy in all work performed
• Effectively prioritizes and manages multiple tasks in a dynamic, fast‑paced team environment.
• Strong interpersonal, verbal, and written communication skills
• Ability to problem‑solve, escalate when necessary, and meet established deadlines.
• Proactively identifies issues, drives problem resolution, and takes full ownership of results.
• Effectively engages stakeholders on behalf of clients and leads efforts to achieve strong performance results.
• Demonstrates strong self‑motivation and the ability to work independently with minimal guidance while meeting established deadlines.
• Exhibits strong customer service skills while maintaining a polished, professional demeanor.
• Intermediate level of proficiency in Microsoft Excel, Outlook and Word
• Candidates must be able to comply with all applicable privacy, security, and safety policies

Equipment:
• Computers, dual monitors, smart devices (e.g., smartphones, tablets), and standard office equipment.

Travel Requirements and Conditions
• Very limited local travel may be entailed to attend training or conferences

Work Environment, Conditions and Demands
• Work is generally performed in an office environment in which there is only minimal exposure to unpleasant and/or hazardous working conditions.

Physical Requirements and Demands
Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions as described.

• Regular eye-hand coordination and manual dexterity required to operate office and pharmacy-related equipment.
• Ability to sit or stand for prolonged periods of time (7–10 hours per day).
• Occasional stooping, bending, or walking throughout the day.
• May require lifting up to 25 pounds on occasion.
• Must have adequate vision to read fine print, including close vision, color vision, and ability to adjust focus.
• Must be able to hear and respond to normal voice conversations.

Additional Position Information
• No additional information is applicable