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Client Support Analyst

2 months ago

Princeton, New Jersey, United States RxSense Full time

About RxSense
RxSense is a rapidly expanding health technology organization dedicated to equipping clients and consumers with innovative solutions to access more affordable prescription medications. Our groundbreaking cloud-based platform empowers clients to manage their pharmacy benefits effectively, offering customizable solutions and real-time data insights that enhance operational efficiency and financial outcomes, ultimately improving patient care across the nation. Additionally, RxSense operates SingleCare, a complimentary prescription savings service that connects consumers with consistently low drug prices. Through partnerships with major pharmacies and grocery chains, SingleCare has significantly improved access to affordable medications, helping millions of Americans save over $8 billion collectively on their prescriptions.

Why Work with Us?
RxSense has been recognized as one of Fast Company's Most Innovative Companies, Forbes' Top Startup Employers, and Modern Healthcare's Best Places to Work in Healthcare, among other accolades. We pride ourselves on fostering a dynamic work environment.

Position Overview
The Client Support Analyst is an essential role focused on managing all service and support inquiries from our business partners. This position demands exceptional problem-solving abilities to promptly interpret, troubleshoot, and resolve client issues in a fast-paced setting. The analyst will coordinate and facilitate regular interactions with various subject matter experts within RxSense and our business partners. A comprehensive understanding of RxSense's products, services, and processes is crucial for success in this role, along with a solid grasp of the pharmacy benefit management (PBM) landscape and the broader healthcare system.

Key Responsibilities

  • Serve as the primary contact for managing daily service and support inquiries from business partners.
  • Intake, troubleshoot, and resolve inquiries related to claims processing, eligibility, file management, benefits administration, drug pricing, clinical logic, data analytics, and platform user experience.
  • Maintain organized records within email, ticketing, and reporting systems.
  • Initiate and lead communications with internal teams and business partners via phone, email, and various web systems to ensure timely issue resolution.
  • Build and nurture strong relationships with clients and business partners.
  • Participate in meetings with clients and business partners as required.
  • Engage in daily stand-up meetings, weekly team meetings, and other ad-hoc meetings as necessary.
  • Be available for an on-call schedule outside of standard business hours.
  • Communicate effectively with diverse personnel and leaders associated with RxSense and its partners.
  • Engage in ongoing training to stay updated on new products, enhancements, and process improvements.
  • Prioritize work independently and collaborate effectively within a team.
  • Exhibit ethical behavior and comply with all relevant federal and state regulations.
  • Contribute to continuous improvement efforts by identifying operational challenges and inefficiencies.
  • Support team members and participate in activities that foster a high-performance team culture.
  • Develop strong internal relationships that support client service goals and performance metrics.
  • Demonstrate flexibility in job duties and schedule to better meet client needs.

Qualifications

  • Bachelor's degree in management information systems, project management, healthcare administration, or a related field.
  • 2+ years of experience in a B2B client service role.
  • 2+ years of experience in the PBM industry, with a solid understanding of pharmacy benefit strategies preferred.
  • Strong keyboard and navigation skills, with the ability to learn new software applications.
  • Proven experience in software-based front-end user support.
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Access, Publisher, Outlook, Internet Explorer).
  • Familiarity with SFTP tools.
  • Experience in navigating and converting various data file types.
  • Knowledge of Atlassian Collaboration Software (Confluence, Jira).

Salary Range: $46,000 - $68,000

RxSense is committed to fostering a diverse workforce, believing that diversity enhances talent and productivity. We are an Equal Opportunity and Affirmative Action employer, ensuring a recruitment process free from discriminatory practices. All qualified applicants are considered for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity, ancestry, age, or national origin. We also uphold the rights of individuals with disabilities and protected veteran status.