Queue & ezMessage Support Specialist

General Summary

The Queue & ezMessages Support Specialist is responsible for supporting daily pharmacy operations within the PBOS Department by monitoring and resolving assigned work queues and providing operational support related to ezMessages communications.

The ideal candidate must be very comfortable making outbound phone calls to pharmacies and physicians’ offices to obtain information, clarify discrepancies, follow up on pending requests, and facilitate the resolution of outstanding issues. Professional telephone etiquette, persistence, and the ability to communicate clearly with healthcare professionals are essential to success in this role.

Primary / Key Essential Functions and Responsibilities

Queue Management and Support

• Monitor, review, and work assigned queues to ensure that 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 the issue is resolved or appropriately escalated.
• Identify recurring queue issues, processing delays, and workflow challenges and communicate them to management.
• Assist with reducing backlogs and maintaining productivity by completing assigned work within established turnaround times.

ezMessages Support

• Provide operational support for ezMessages-related tasks, requests, and communications.
• Review assigned ezMessages items and determine the appropriate action based on established procedures.
• Monitor pending messages and follow up on outstanding requests to ensure timely responses and resolution.
• Contact pharmacies and physicians’ offices when additional information, clarification, or follow-up is required.
• Ensure that messages, follow-up activities, and outcomes are documented accurately in the applicable systems.
• Identify unresolved messages, recurring communication issues, and items requiring additional attention or escalation.
• Follow departmental guidelines to ensure that requests are handled consistently and within established service expectations.

Pharmacy and Physician Office Communication

• 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 and confidently 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 while ensuring that urgent or time-sensitive matters receive appropriate attention.
• 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.

 Documentation, Quality Assurance, and General Support

• 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 the operational needs of the PBOS Department.

Qualifications and Requirements

• High school diploma or equivalent required.
• Previous experience in pharmacy operations, healthcare administration, medical office support, pharmacy services, data processing, or related field preferred.
• Experience working with pharmacy imports, operational queues, messaging platforms, or healthcare information systems is a plus.
• 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.
• Maintain professional, clear, and courteous communication when interacting with external healthcare partners.

Physical Requirements

The physical requirements listed are representative of those necessary to perform the essential functions of the position. Depending on the role, employees may be required to sit, stand, walk, reach, handle or operate equipment, and occasionally bend, stoop, kneel, crouch, crawl, or lift and/or move up to 25 pounds.

Reasonable accommodation will be provided to qualified individuals with disabilities, as required by applicable law, to enable them to perform the essential functions of the position. External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job functions either unaided or with assistance of a reasonable accommodation as determined on a case-by-case basis.

Standard Specifications

This job description describes the general nature and level of work and is not intended to be an exhaustive list of all duties, responsibilities, or requirements. Duties and responsibilities may change based on business needs. Employees may be assigned other job-related duties as needed.

This description does not create an employment contract, express or implied, or alter an at-will employment relationship, where applicable.

Equal Employment Opportunity

Advanced Rx Management LLC is an Equal Employment Opportunity (EEO) employer. We are committed to providing equal employment opportunities to all qualified applicants and employees without regard to legally protected characteristics under applicable federal, state, or local law. We provide reasonable accommodation to qualified individuals with disabilities and for other legally protected needs, as required by applicable law.