Client Success Advocate

About Us
Tabula Rasa HealthCare (TRHC) is a leader in providing patient-specific, data-driven technology and solutions that enable healthcare organizations to optimize performance to improve patient outcomes, reduce hospitalizations, lower healthcare costs, and manage risk. Medication risk management is TRHC’s lead offering, and its cloud-based software applications provide solutions for a range of payers, providers, and other healthcare organizations. We’re on a mission to enable simplified and individualized care that improves the health of those we serve.

We’re looking for people who are excited to drive this transformation. To break barriers and think of new ways to adapt, help, and create better experiences for patients—and for each other. This is where diverse backgrounds, beliefs, and perspectives matter and where “care” is centric to who we are. Come do more than join something, change something. For patients, for their families, for the future of healthcare.

Summary - Remote Position

Under the supervision of the Manager of Client Success, the Client Success Advocate is responsible for acting as a first-line resource for external clients regarding Pharmastar’s product lines, including (but not limited to) Medicare and Commercial prescription drug data, ensuring the necessary information is disseminated to the applicable resources within the organization.

This position also assists with various internal tasks that ensure a high level of overall client satisfaction. On the job training will be provided.

Pharmastar (a Tabula Rasa HealthCare Group company) is a Pharmacy Benefits Manager (PBM) for commercial plans, Medicare Part D Plans and PACE Plans.

Essential Functions:

• Serve as main contact for external clients requesting products (Medicare D and Commercial).
• Requests include but are not limited to: formulary compliance, plan set-up, provider management, member enrollment/eligibility changes, patient concerns, reporting (scheduled and ad hoc), audit support, and claims assistance.
• Perform client outreach and set up recurring calls.
• Serve as main contact for submission of internal workload requests to the Manager;
• Prepare, submit, and analyze PDE submissions to CMS;
• Research and suggest solutions for submission rejects;
• Assist in the reconciliation of PDE data;
• Summarize and report PDE progress;
• Coordinate the submission of regulatory reporting to the appropriate management and governing agencies to ensure critical deadlines are met;
• Track all applicable regulatory updates and changes for incorporation into policies and procedures;
• Act as a first-line contact to external clients and assist in answering questions and/or triaging concerns to other associates.
• Ensures that HIPAA guidelines are followed in every communication with clients.
• Stay current on plan and benefit structures, pharmacological updates, and Medicare Part D guidelines.
• Attend department and company meetings and educational programs upon request.
• Assist with answering Help Desk calls when needed.
• Perform administrative duties as required.
• Other projects as assigned.

Qualifications:

• Associate’s degree preferred. High School Diploma or equivalent, required.
• 1-2 years of customer service experience, required.
• Healthcare industry experience, preferred.
• CPhT (Certified Pharmacy Technician) certification, a plus.
• Experience in a pharmacy support role, a plus.
• Knowledge of plan and benefit structures and Medicare guidelines, a plus.

Knowledge, Skills, Abilities:

• Knowledge of pharmacology and pharmacological terms.
• Excellent communication skills and professionalism when working with clients.
• Ability to solve problems under pressure by making immediate decisions while on the phone.
• Detail oriented and able to prioritize workload.
• Strong computer skills including using word processors, spreadsheets, and database software.

Supervisory Responsibility:  None

Travel:  None

Expected Hours of Work: 

This is a full-time position with an expectation to work an average of 40 hours per week, and an ability to be available outside of normal business hours to meet customer expectations on an ad-hoc basis.

Physical Demands & Requirements: 

• Communicates by way of the telephone with providers, participants, customers, and vendors; majority of the work day is spent communicating on the telephone
• Operates a computer and other office productivity machinery, such as a calculator, copy machine, fax machine and office printer
• Remains stationary for extended periods of time
• Occasionally exerts up to 20 pounds of force to lift, carry, push, pull or move objects
• Visual acuity to perform activities such as identifying, inputting and analyzing data on a computer terminal and/or in hard copy
• Occasional reaching to retrieve shelved items
• Occasional bending/stooping

Work Environment: 

• This job operates in a professional office environment with a conversational noise level.
• No substantial exposure to adverse environmental conditions is expected.
• Moderate pressure to meet scheduled appointments and deadlines

The Company is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to ancestry or national origin, race or color, religion or creed, age, disability, AIDS/HIV, gender, marital or family status, pregnancy, childbirth or related medical conditions, genetic information, military service, protected caregiver obligations, sexual orientation, protected financial status or other classification protected by applicable law.