PSS - Care Coordination Specialist

TruDataRx • Brentwood, TN

2d • Onsite

About The Position

The PSS Care Coordination Specialist is the front-line ambassador for our pharmacy team. This role focuses heavily on delivering a high level of service by handling high-volume inbound communications from members and healthcare providers. This role will be responsible for triaging incoming inquiries, managing administrative tasks, and ensuring all front-line interactions are resolved, logged, and routed accurately.

Requirements

• High school diploma or equivalent
• Proven experience working in a call center or high-volume phone customer service environment is required.
• Excellent verbal and written communication skills are a must.
• Highly comfortable adapting to new digital tools and navigating multi-screen workflows, including Customer Relationship Management (CRM) modules, ticketing platforms, and basic database software to accurately log and route customer interactions.
• Proficiency in Google Work products (Docs, Drive, Slides) and Microsoft Office (Word, PowerPoint, Excel).
• Fast learner with a strong interest in potential growth opportunities as product roles expand.
• Ability to work well with others in a collaborative environment
• Ability to get things done with resources you don’t control
• Willingness to admit you don’t know and ask for help
• Exhibit constant curiosity and a drive to problem solve
• Exhibit desire to learn and grow on a continuous basis

Nice To Haves

• Experience in Pharmacy Benefit Management (PBM) operations or the general healthcare industry is preferred but not required.
• Minimum of 2 years experience in PBM operations, including medical necessity or prior authorization case reviews
• Candidates without PBM experience will be considered if they have leadership experience, e.g. team lead or trainer, or experience with special projects, e.g. inventory management
• Pharmacy technician experience preferred
• PBM experience preferred
• A track record of fostering collaboration, resolving conflicts, and managing projects is preferred.

Responsibilities

• Answer and manage inbound calls from members and providers, consistently delivering a high level of professional service.
• Efficiently triage complex clinical or technical inquiries, routing them to the appropriate clinical or advanced operations teams.
• Resolve and meticulously log standard member or provider concerns in the internal tracking system.
• Complete foundational administrative tasks related to incoming prior authorizations and appeals (e.g., document sorting, data entry, case routing).
• Support the clinical pharmacy team by making routine outbound informational calls to members and providers.
• Perform additional basic operational projects and tasks as needed by the management team.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED