Queue & ezMessage Support Specialist

Advanced Rx Management•Sunrise, FL

21h•Remote

About The Position

The Queue & ezMessage Support Specialist supports daily pharmacy operations within the PBOS Department by monitoring and resolving assigned work queues and providing operational support for ezMessages communications. The role involves frequent outbound calls to pharmacies and physicians’ offices to gather information, clarify discrepancies, request documentation, and follow up on outstanding items. Success requires professional telephone etiquette, persistence, and clear communication with healthcare professionals. The specialist maintains ownership of assigned tasks, documents work and communications accurately, follows established procedures and quality guidelines, and escalates issues that cannot be resolved through routine communication. The role also supports backlog reduction, productivity and service expectations, and process improvement while protecting confidential company, pharmacy, physician, and patient information in accordance with HIPAA and applicable policies. This description outlines the general nature and level of the work and is not an exhaustive list of duties or requirements. Duties may change based on business needs, and other job-related duties may be assigned. The description does not create an employment contract or alter an at-will employment relationship, where applicable.

Requirements

High school diploma or equivalent required.
Knowledge of HIPAA requirements, patient confidentiality, and the importance of following applicable pharmacy laws and established procedures.
Strong computer skills, including the ability to navigate multiple systems and applications simultaneously.
Ability to work independently in a remote environment while maintaining productivity and accountability.
Ability to communicate professionally, clearly, and courteously with external healthcare partners.
Ability to make frequent outbound calls and manage follow-ups with pharmacies and physicians’ offices.
Ability to maintain accurate documentation and meet established productivity, accuracy, turnaround-time, and quality expectations.

Nice To Haves

Previous experience in pharmacy operations, healthcare administration, medical office support, pharmacy services, data processing, or a related field.
Experience working with pharmacy imports, operational queues, messaging platforms, or healthcare information systems.

Responsibilities

Monitor, review, and work assigned queues so incoming requests and outstanding tasks are addressed promptly.
Contact pharmacies, physicians’ offices, and internal departments to obtain clarification, request documentation, and resolve outstanding issues.
Maintain ownership of assigned tasks and follow up consistently until resolution or appropriate escalation.
Identify recurring queue issues, processing delays, and workflow challenges and communicate them to management.
Help reduce backlogs and maintain productivity by completing assigned work within established turnaround times.
Provide operational support for ezMessages-related tasks, requests, and communications.
Review assigned ezMessages items and determine appropriate actions based on established procedures.
Monitor pending messages and follow up on outstanding requests to support timely responses and resolution.
Document messages, follow-up activities, and outcomes accurately in applicable systems.
Identify unresolved messages, recurring communication issues, and items requiring attention or escalation.
Make frequent outbound calls to pharmacies and physicians’ offices to obtain information, clarify discrepancies, request missing documentation, and follow up on outstanding items.
Communicate professionally with pharmacists, pharmacy staff, medical office personnel, and other healthcare professionals.
Document telephone conversations, contact attempts, information received, and agreed-upon next steps.
Manage multiple follow-ups and give appropriate attention to urgent or time-sensitive matters.
Escalate issues that cannot be resolved through routine communication to the appropriate department or supervisor.
Maintain confidentiality and comply with applicable privacy requirements when communicating or handling sensitive information.
Maintain accurate and complete records of work performed, communications, and issue resolutions.
Follow standard operating procedures, departmental policies, and established quality guidelines.
Review completed work for accuracy and correct errors when identified.
Meet established productivity, accuracy, turnaround-time, and quality expectations.
Protect confidential company, pharmacy, physician, and patient information in accordance with HIPAA and applicable company policies.
Participate in departmental meetings, training sessions, and process-improvement initiatives.
Adapt to changes in systems, workflows, priorities, and departmental procedures.
Perform other related duties as assigned to support PBOS Department operational needs.