Customer Operations Specialist in Sioux Falls, South Dakota at Medvantx Inc

Job Summary/Objective

The Customer Operations Specialist provides operational support to the Customer Experience team in the delivery of Medvantx patient and pharmacy service programs for pharmaceutical clients. This role supports day-to-day program activities by responding to inquiries, researching and escalating issues, coordinating with internal teams and external partners, assisting with reporting, and helping ensure timely, accurate, and professional support for clients, patients, pharmacies, and program stakeholders.

Key Responsibilities

• Coordinates internal client and operational email inboxes, triage requests, respond to inquiries, and coordinate timely follow-up with client partners, HUB partners, and internal teams.
• Research and resolve order status inquiries, order expedites, order clarifications, account issues, patient status questions, and HUB-related requests by gathering information, identifying the appropriate contacts, resolving routine matters, and escalating complex or high-risk issues as needed.
• Support supply chain requests by researching inventory levels, shipment counts, and related client questions, then providing accurate information to account management or client-facing teams.
• Gather and validate additional program information beyond standard reporting, including ad hoc data requests, shipment details, and other client-specific reporting needs.
• Investigate client or program issues by reviewing accounts, compiling relevant details, identifying root causes or next steps, and preparing clear summaries for the Customer Experience Manager or appropriate internal stakeholders.
• Provide ongoing support for program reporting, dashboards, logs, and client deliverables to help ensure accurate and timely communication in conjunction with the Customer Experience Team.
• Supports assigned programs by monitoring activity, addressing routine questions, supporting transactions, and ensuring program needs are handled efficiently.
• Help streamline workflow by reducing unnecessary handoffs, routing requests to the right subject matter experts, and identifying opportunities to improve response time and operational efficiency.

Skills & Qualification

• Bachelor's degree required
• High school diploma or equivalent required; bachelor’s degree preferred.
• 3-5 years of experience in escalation management, patient services, pharmacy patient assistance programs, hub services, specialty pharmacy support, reimbursement support, or a related healthcare/customer support environment preferred.
• Experience researching and resolving client, patient, pharmacy, or program-related inquiries in a timely and professional manner.
• Strong verbal and written communication skills, including grammar, spelling, punctuation, and the ability to summarize complex issues clearly.
• Strong organizational, problem-solving, research, analytical, and follow-through skills.
• Ability to manage multiple priorities, meet deadlines, and work effectively in a fast-paced environment.
• Proficiency with Microsoft Office, especially Word, Excel, and Outlook. Familiarity with PowerBI.
• Familiarity with Pharmacy Systems and/or CRM
• Ability to navigate multiple systems and applications simultaneously.
• Professional, adaptable, reliable, detail-oriented, and collaborative team approach.

Physical Demands

• The physical demands of this position are in keeping with general office functions: sitting, using a computer, keyboard, telephone, etc.
• Include travel expectation 10% and whether required or optional

Reasonable accommodation can be made to enable employee to perform the essential job duties.

Medvantx is an equal opportunity employer. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related conditions), sexual orientation, gender identity, gender expression, age, veteran or disability status, or other protected characteristics.