Queue & ezMessage Support Specialist

Advanced Rx Management • Sunrise, FL

3d • 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 phone calls to pharmacies and physicians’ offices to obtain information, clarify discrepancies, request documentation, and follow up on pending requests. Success requires professional telephone etiquette, persistence, clear communication with healthcare professionals, and careful documentation.

The specialist maintains ownership of assigned tasks, works within established procedures and service expectations, helps reduce backlogs, and escalates issues that cannot be resolved through routine communication. The role also requires protecting confidential company, pharmacy, physician, and patient information, following HIPAA and applicable company policies, and adapting to changes in systems, workflows, priorities, and procedures. The position supports the operational needs of the PBOS Department and may include other related duties as assigned.

Requirements

• High school diploma or equivalent required.
• 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 maintain professional, clear, and courteous communication with external healthcare partners.
• Knowledge of HIPAA requirements, patient confidentiality, and the importance of following applicable pharmacy laws and established procedures.
• Ability to perform the essential job functions, with or without reasonable accommodation; physical tasks may include sitting, standing, walking, reaching, handling or operating equipment, occasional bending, stooping, kneeling, crouching, crawling, and lifting or moving up to 25 pounds.

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 until issues are resolved or appropriately escalated.
• Identify recurring queue issues, processing delays, and workflow challenges and communicate them to management.
• Help reduce backlogs and meet established turnaround times and productivity expectations.
• Review assigned ezMessages items and determine appropriate actions according to established procedures.
• Monitor pending messages and follow up on outstanding requests to support timely responses and resolution.
• Document messages, follow-up activities, telephone conversations, contact attempts, information received, and agreed-upon next steps accurately in applicable systems.
• 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.
• Manage multiple follow-ups and give appropriate attention to urgent or time-sensitive matters.
• Escalate unresolved issues to the appropriate department or supervisor.
• Maintain accurate and complete records of work performed, communications, and issue resolutions.
• Follow standard operating procedures, departmental policies, quality guidelines, and applicable privacy requirements.
• 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 the operational needs of the PBOS Department.

What This Job Offers

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