Customer Operations Analyst

ReUnite Rx; Dallas (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

ReUnite Rx in Dallas, TX is seeking a Customer Operations Analyst to lead cross-functional projects, own performance reporting, and serve as a professional point of contact for patients, clinics, and pharmacy partners.

You will analyze data, conduct root-cause analyses, and translate findings into actionable recommendations that improve product availability, reduce costs, and boost customer satisfaction, while training staff and maintaining strong relationships across teams.

Qualifications

• High School Diploma or equivalent required.
• Experience with customer relationship management, preferably with patients or healthcare consumers.
• Excellent verbal and written communication skills.
• Creative thinker who can improve processes and solve problems.
• Detail-oriented with strong analytical and problem-solving abilities.
• Experience with mediation and conflict resolution.
• Strong time management, organization and decision-making skills.
• Comfortable calling patients, clinics, and pharmacy partners by phone.
• Flexible and adaptable to changing environments.

Responsibilities

• Lead cross-functional operational projects from scoping through completion, coordinating across internal teams, pharmacy partners, and manufacturers.
• Own recurring reporting cadences—daily, weekly, and monthly—on key operational and customer metrics, translating findings into clear, easy-to-understand reports for leadership.
• Analyze data and make independent decisions to resolve technical and process issues, applying root-cause analysis to identify solutions.
• Represent the ReUnite Rx brand in every interaction with patients, clinics, pharmacy partners, and manufacturers.
• Respond to patients, clinics, and partners by phone, email, and mail with solutions and empathy.
• Engage in active listening with callers, clarifying information and de-escalating as needed.
• Conduct training for partners and internal staff on products, services, and processes.
• Maintain and strengthen relationships across internal teams, clinics, pharmacy partners, and manufacturers.
• Assist Operations leadership with additional projects and administrative tasks as needed.
• Utilize company software and adhere to policies and procedures.

Skills

CRM experience

Strong communication

Creative problem solving

Attention to detail

Analytical thinking

Mediation & conflict resolution

Time management

Decision making

Phone support

Adaptability

Education

High School Diploma or equivalent

Tools

Microsoft Excel

CRM software

Job description

ReUnite Rx partners with drug manufacturers, fertility clinics, and specialty pharmacies to improve access to fertility care for patients throughout the United States.

The Customer Operations Analyst leads operational projects, owns recurring performance reporting, and serves as a positive, professional representative of the ReUnite Rx brand for patients, clinics, and pharmacy partners. This role listens to and identifies needs, investigates and conducts root-cause analysis, negotiates appropriate solutions, and delivers clear, professional communication to every party involved - whether resolving a single patient’s issue by phone or presenting operational trends to leadership.

We’re looking for an energetic, reliable, and detail-oriented Analyst who thinks creatively under pressure, is comfortable being the primary phone contact for patients, clinics, and pharmacy partners, and can turn day-to-day operational data into decisions that improve product availability, reduce costs, and raise customer satisfaction.

Responsibilities

• Lead cross-functional operational projects from scoping through completion, coordinating across internal teams, pharmacy partners, and manufacturers.
• Own recurring reporting cadences - daily, weekly, and monthly - on key operational and customer metrics, translating findings into clear, easy-to-understand reports and presentations for leadership.
• Analyze data and make independent decisions to resolve technical and process issues, applying root-cause analysis to identify and negotiate the appropriate solution.
• Serve as a positive, professional representative of the ReUnite Rx brand in every interaction with patients, clinics, pharmacy partners, and manufacturers.
• Respond efficiently and accurately to patients, clinics, and pharmacy partners by phone, email, and mail - offering solutions and ensuring every caller feels supported and valued.
• Engage in active listening with callers, confirming and clarifying information, and de‑esc­alating frustrated or distressed patients as needed.
• Conduct training for pharmacy and clinic partners as well as internal staff on ReUnite Rx products, services, and processes.
• Maintain and strengthen relationships with internal teams, clinics, pharmacy partners, and manufacturers to improve overall business performance.
• Assist Operations leadership with additional projects and administrative tasks as needed.
• Utilize company software, scripts, and tools appropriately, and adhere to all company policies and procedures.

Requirements

• High School Diploma or equivalent.
• Strong computer skills; proficient in Microsoft Office Suite, particularly Excel.
• Customer relationship management experience, ideally with patients or other healthcare consumers.
• Excellent verbal and written communication skills.
• Demonstrated ability to think creatively and challenge existing processes to solve novel or recurring problems.
• Sharp attention to detail paired with strong analytical and problem-solving skills.
• Experience with mediation and conflict resolution techniques.
• Strong time management, organizational, and decision‑making skills.
• Comfortable working extensively by phone with patients, clinics, and pharmacy partners.
• Flexible and adaptable to a changing environment and new types of work.