Founded in 2019 and headquartered in Pittsburgh, PA, Free Market Health supports forward-thinking payers and specialty pharmacies of all sizes who need to operate in a complex and opaque market. We empower all stakeholders to optimize resources and maximize opportunities while focusing on the most important stakeholder of all: the patient.

Overview

The Pharmacy Success Specialist is responsible for coordinating technical support and assistance to pharmacies active on the Free Market Health platform. This role involves troubleshooting complex issues, analyzing data, and collaborating with internal and external stakeholders to ensure optimal platform performance and pharmacy satisfaction. The Pharmacy Success Specialists are responsible for ensuring proper service levels are maintained by our pharmacy partners. The Pharmacy Success Specialist will manage a designated list of pharmacies, providing ongoing relationship oversight and support, while also assisting Senior Success Specialists with additional pharmacy-related needs.

Specifics  

The specific responsibilities for this role include, but are not limited to:

·       Provide broad level of support and troubleshooting assistance to pharmacies, addressing complex issues related to pharmacy systems, software applications, and program connectivity.

·       Act as a liaison between pharmacies and internal departments, representing the needs and concerns of pharmacy partners and advocating for their interests within the organization.

·       Serve as the initial point of contact and source of expertise on pharmacy operations, policies, and procedures, providing guidance and assistance to internal and external stakeholders as needed.

·       Prepare reports of pharmacy performance data, including claims, referral activity, reimbursement rates, and performance metrics, to identify trends, patterns, and areas for improvement.

·       Collaborate with pharmacy partners to collect and maintain accurate pharmacy specific information in the FMH applications.

·       Lead or participate in cross-functional projects and initiatives aimed at improving pharmacy platform operations, enhancing pharmacy success, and driving operational efficiency.

·       Stay current on FMH system enhancements and act as liaison with pharmacy partners for sharing updates and providing necessary education on pertinent changes.

·      Contribute to the development and implementation of policies, standards, and protocols to ensure consistency and quality in pharmacy support services.

·       This role could require occasional travel to pharmacy partner facilities but would be less than 5% of the time.

·       Work with cross-functional operations teams to foster and promote a culture of collaboration and quality for operational excellence.

·       Support SVP, Client Services and VP, Pharmacy Services as needed for new business development purposes including but not limited to participating in internal and external meetings for performance discussions, implementation, and pharmacy communications.

·       Out-of-state employees will travel into HQ for meetings up to two times per year.

·       This position will be required to work onsite in our Pittsburgh PA headquarters office.  Remote work is not available for this role, as it is within a highly collaborative team.

Qualifications

·       Bachelor’s degree in Pharmacy, Healthcare Administration, Business Administration, or related field, equivalent work experience.

·       Minimum of 3 years of experience in pharmacy operations, preferably specialty pharmacy, or pharmacy technology support roles, with demonstrated proficiency in troubleshooting and resolving complex issues.  

·       Experience with pharmacy systems, software applications, and industry standards, with experience working with pharmacy benefit managers (PBMs) and specialty pharmacy software vendors preferred.

·       Excellent analytical and problem-solving skills, with the ability to analyze data, identify trends, and develop actionable insights to drive performance improvement.

·       Proficiency in data analysis tools, database management systems, and reporting platforms, such as SQL, Excel, Tableau, or Power BI

·       Strong communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical stakeholders and build positive relationships with pharmacy partners.