Inquiry Resolution Specialist

FreeMarketHealth•Pittsburgh, PA

18h•Hybrid

About The Position

We are seeking an Inquiry Resolution Specialist to help deliver a responsive, reliable experience for clients, members, pharmacies, and partners. In this highly collaborative role, you will investigate operational inquiries, coordinate solutions across teams, communicate clear updates, and take ownership of issues through resolution.

Requirements

At least 2 years of experience in customer service, healthcare operations, client support, referral operations, claims operations, or issue resolution.
Strong critical-thinking, problem-solving, and analytical skills.
Clear, professional written and verbal communication skills.
Demonstrated ability to manage multiple priorities and follow through in a fast-paced environment.
Strong organization, accuracy, and attention to detail.
Proficiency with Microsoft Office and the ability to learn operational support systems.

Nice To Haves

College degree preferred.
Experience in healthcare, specialty pharmacy, payer, pharmacy benefit management, referral management, or client services.
Experience managing escalated customer or operational issues.
Familiarity with ticketing systems, customer relationship management platforms, or workflow management tools.

Responsibilities

Receive, investigate, and resolve inquiries from clients, members, pharmacies, and partners across multiple communication channels.
Assess issues based on urgency, complexity, and business impact; gather relevant information and research root causes.
Coordinate with Operations, Clinical, Product, Technology, and Client Services teams to move complex or escalated issues toward resolution.
Provide timely, accurate, and professional updates to stakeholders while managing expectations throughout the resolution process.
Document inquiries, actions, decisions, and outcomes accurately in designated systems.
Monitor open items, meet established service and documentation standards, and escalate high-risk or time-sensitive concerns appropriately.
Identify recurring issues, process gaps, and workflow inefficiencies, and recommend practical improvements.
Support operational enhancements through testing, training, and maintenance of knowledge articles, standard operating procedures, and team resources.