Support Operations Associate - Military veterans preferred

BRG is an Equal Employment Opportunity/Affirmative Action Employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status.


Position Title: Support Operations Associate

Location: Remote-USA

Position Type: Full time

Requisition ID: JR100310

Description:

We do Consulting Differently

HAP Tech is one of the firm’s largest and fastest growing practices. This innovative group is currently looking for talented and dynamic professionals to join us as we continue to grow! HAP Tech supports and advises pharmaceutical manufacturers on how to navigate the challenges and complexities of the 340B program as well as other areas of the healthcare ecosystem. Our team is the established market leader in data and technology solutions for 340B-related issues and we support an impressive client base which includes the largest pharmaceutical manufacturers in the US as well as early-stage biotech companies. Beyond our syndicated solutions, we also integrate and synthesize data to deliver unparalleled analytics and insights into various aspects of the 340B program and the pharmaceutical supply chain.

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.

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.

Basic Qualifications:

• 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.

Salary Range: $55,000 - $90,000

About BRG

BRG combines world-leading academic credentials with world-tested business expertise purpose-built for agility and connectivity, which sets us apart—and gets you ahead.

At BRG, our top-tier professionals include specialist consultants, industry experts, renowned academics, and leading-edge data scientists. Together, they bring a diversity of proven real-world experience to economics, disputes, and investigations; corporate finance; and performance improvement services that address the most complex challenges for organizations across the globe.

Our unique structure nurtures the interdisciplinary relationships that give us the edge, laying the groundwork for more informed insights and more original, incisive thinking from diverse perspectives that, when paired with our global reach and resources, make us uniquely capable to address our clients’ challenges. We get results because we know how to apply our thinking to your world.

At BRG, we don’t just show you what’s possible. We’re built to help you make it happen.

BRG is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law.

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