Support Operations Associate

BRG•Washington, DC

3d•$55,000 - $90,000

About The Position

Second Sight Solutions, a subsidiary of Berkeley Research Group (BRG), is a health technology company, and our innovative technology reimagines how drug discount data is exchanged, establishing new connections and improving transparency for drug manufacturers and their customers. Our customers and partners trust us to deliver reliable, first-to-market solutions and safeguard the data we receive. We trust our employees, and our culture gives them the freedom to create, collaborate, and grow. Our leaders are industry experts, creative, unafraid to challenge the status quo, and the pioneers of market-changing solutions. The Support Operations Associate is a service support role that will provide communication management for users of the Second Sight Solutions platforms. In addition to this, the Support Operations Associate will have the opportunity to assist with tasks related to practice operations. Job title and compensation to be determined based on qualifications and experience.

Requirements

Minimum two years of work experience in a support or customer facing role in the healthcare industry; A minimum of 5 years of experience is required for the Senior level position. Job title to be determined based on relevant qualifications and experience.
Background related to the 340B Drug Pricing Program highly preferred
Strong critical thinking, communication, and problem-solving skills, particularly in ambiguous or complex situations
Experience managing intake processes or customer inquiry triage
Proficient in Microsoft Office, including PowerPoint, Excel, Word and Outlook
Experience working with clients or helping to support client deliverables
High attention to detail and commitment to producing quality work
Eager to learn and research new healthcare content
Strong initiative, adaptability, and a continuous improvement mindset
Excellent verbal and written communication skills
Proven success in a collaborative, cross-functional team environments.
Candidate must be able to submit verification of his/her legal right to work in the United States, without company sponsorship.

Responsibilities

Manage all communications between 340B covered entities and manufacturers regarding their use of Second Sight Solutions software platforms, and compliance with manufacturers’ policies on contract pharmacy utilization. Communications are via chat, email, and phone
Perform intake triage for inbound inquiries (via chat, email, and phone), using structured decision-making to ensure proper routing, prioritization, and documentation.
Apply critical thinking to provide technical assistance and offer educational support to address complex issues for users of the Second Sight Solutions platforms.
Understand the basics and nuances of pharmaceutical manufacturer policies to ensure the most efficient and effective support and communication management
Coordinate with other third parties who may be providing operational support to pharmaceutical manufacturers in effectuating their policies
Support improved tracking and management of inbound communications related to the ESP platform, pharmaceutical manufacturers and other third parties
Adhere to internal SLAs, case management standards, and client requirements for communication handling and documentation.
Contribute to improving and developing process manuals and materials that can be leveraged in supporting new client launches and onboarding to the platform
Help perform other operational tasks or provide support across the 340B practice as needed
Maintain ownership of case follow-up to ensure resolution and clarity for all stakeholders.