SamaCare Overview

SamaCare helps to eliminate the administrative barriers that limit patient access to life-changing therapies. Insurance-related administrative hassles for prescription drugs result in worse outcomes for patients, delayed therapy, and over $100B of administrative waste for the US healthcare system. Medical providers are forced to manage these workflows on stone-age technology (fax, calls, and snail mail).

SamaCare has built a software platform to help practices streamline those administrative workflows and a two-sided business model that has scaled to hit medical offices serving nearly 2 million patients (and growing rapidly). As a Venture Capital (VC)-funded company, we’re building a team to help us scale, so that every patient gets access to the right treatment at the right time.

Role Overview

The Pharma Operations Associate III plays a critical role in supporting the prior authorization process on behalf of clients by engaging directly with insurance companies, users of our platform, and internal teams. This individual is responsible for ensuring efficient and accurate handling of inbound support requests, while driving key performance metrics such as resolution rates, approval rates, and turnaround times. The role requires strong organizational skills, urgency in execution, and clear communication to maintain high levels of customer satisfaction.

Customer Operations Associate III Responsibilities:

• Address and manage client tickets in a timely, organized, and efficient manner.
• Perform continuous follow-up throughout the prior authorization (PA) lifecycle, coordinating with insurers to resolve anomalies and ensure prompt determinations.
• Monitor and track PA status updates, ensuring accurate and timely case documentation.
• Serve as a liaison between clients and customers to collect necessary documentation or information for PA progression.
• Share relevant updates from insurance companies with clients to maintain transparency and support case progression.
• Handle inbound live support chats and daily helpdesk tickets from clients, providing professional and prompt support.
• Prioritize and escalate urgent issues as needed to ensure prompt resolution.
• Work collaboratively within a team to meet and exceed targets for prior authorization resolution rates, approval rates, and turnaround times per drug.
• Contribute to continuous process improvement by identifying inefficiencies and sharing feedback with leadership.
• Maintain high levels of client satisfaction through clear communication, responsiveness, and issue resolution.

Customer Operations Associate III Requirements:

• 1–2+ years of experience in customer-facing roles, with a proven commitment to delivering exceptional service.
• Background in healthcare, health insurance, billing, or prior authorizations required.
• Ability to maintain a strong sense of urgency and adapt quickly to changing priorities.
• Strong strategic thinking and sound decision-making capabilities.
• Excellent communication skills, both written and verbal, with solid computer and technical application proficiency.
• Proactive attitude with a willingness to take on additional responsibilities and support process improvement efforts.
• Associate degree or relevant experience preferred.
• Experience working in a startup environment is a plus.

Job Type: Full-time/ Hourly

Pay: $21.00 - $22.00 per hour (depending on experience and geographic location)