Inquiry Resolution Specialist

Free Market Health; Pittsburgh (Allegheny County); On-site; USD 56,000 - 72,000; Full time

Benefits offered by this job

Generous PTO

Employer-paid premiums

HSA contributions

Parental leave

401(k) match

Transportation/parking benefits

Flexible work environment

Job summary

Free Market Health in Pittsburgh, PA is seeking an Inquiry Resolution Specialist to investigate inquiries, coordinate solutions across teams, and provide updates to clients, members, pharmacies, and partners. You will gather information, research root causes, and document actions in systems with a focus on timely service and accuracy.

This highly collaborative role requires strong communication, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.

Qualifications

• Minimum 2 years of experience in customer service, healthcare operations, client support, referral operations, claims operations, or issue resolution.
• Strong critical-thinking, problem-solving, and analytical skills.
• Clear, professional written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organization, accuracy, and attention to detail.
• Proficiency with Microsoft Office and the ability to learn operational support systems.

Responsibilities

• Receive, investigate, and resolve inquiries from clients, members, pharmacies, and partners across multiple communication channels.
• Assess issues based on urgency, complexity, and business impact; gather relevant information and research root causes.
• Coordinate with Operations, Clinical, Product, Technology, and Client Services teams to move complex or escalated issues toward resolution.
• Provide timely, accurate, and professional updates to stakeholders while managing expectations throughout the resolution process.
• Document inquiries, actions, decisions, and outcomes accurately in designated systems.
• Monitor open items, meet established service and documentation standards, and escalate high risk or time-sensitive concerns appropriately.
• Identify recurring issues, process gaps, and workflow inefficiencies, and recommend practical improvements.
• Support operational enhancements through testing, training, and maintenance of knowledge articles, standard operating procedures, and team resources.

Skills

Critical thinking

Problem solving

Communication

Multitasking

Attention to detail

Microsoft Office

Tools

Microsoft Office

Job description

Inquiry Resolution Specialist

Free Market Health Pittsburgh, Pennsylvania, United States

About this position

Why FMH

Every day, someone receives a life-changing diagnosis. Getting the right medication should be straightforward - but too often it isn’t.

Specialty medications move through a complex network of providers, health plans, pharmacies, and manufacturers. Administrative delays, disconnected systems, and limited visibility can slow treatment when time matters most.

Free Market Health exists to make that process work better.

Our technology connects stakeholders across the specialty pharmacy ecosystem, helping prescriptions reach the right pharmacy while improving visibility, reducing friction, and keeping treatment moving forward for the patients who depend on them. We focus on the most important stakeholder of all: the patient.

Your impact

We are seeking an Inquiry Resolution Specialist to help deliver a responsive, reliable experience for clients, members, pharmacies, and partners. In this highly collaborative role, you will investigate operational inquiries, coordinate solutions across teams, communicate clear updates, and take ownership of issues through resolution.

What You’ll Do

• Receive, investigate, and resolve inquiries from clients, members, pharmacies, and partners across multiple communication channels.
• Assess issues based on urgency, complexity, and business impact; gather relevant information and research root causes.
• Coordinate with Operations, Clinical, Product, Technology, and Client Services teams to move complex or escalated issues toward resolution.
• Provide timely, accurate, and professional updates to stakeholders while managing expectations throughout the resolution process.
• Document inquiries, actions, decisions, and outcomes accurately in designated systems.
• Monitor open items, meet established service and documentation standards, and escalate high risk or time-sensitive concerns appropriately.
• Identify recurring issues, process gaps, and workflow inefficiencies, and recommend practical improvements.
• Support operational enhancements through testing, training, and maintenance of knowledge articles, standard operating procedures, and team resources.

What We’re Looking For

• At least 2 years of experience in customer service, healthcare operations, client support, referral operations, claims operations, or issue resolution.
• Strong critical-thinking, problem-solving, and analytical skills.
• Clear, professional written and verbal communication skills.
• Demonstrated ability to manage multiple priorities and follow through in a fast-paced environment.
• Strong organization, accuracy, and attention to detail.
• Proficiency with Microsoft Office and the ability to learn operational support systems.

Nice to Haves

• Experience in healthcare, specialty pharmacy, payer, pharmacy benefit management, referral management, or client services.
• Experience managing escalated customer or operational issues.
• Familiarity with ticketing systems, customer relationship management platforms, or workflow management tools.

Life at FMH

We’re building more than a company. We’re building a team of ambitious, curious people who are passionate about solving meaningful problems, growing their careers, and genuinely enjoying the journey together.

Based in Pittsburgh’s Strip District, FMH draws inspiration from the city we call home. Our value of Grit isn’t just a word on a wall. It’s a mindset inspired by the city around us: showing up, rolling up our sleeves, and finding a way forward no matter the challenge.

As FMH continues to grow, so do the opportunities for our people to leave their mark. Guided by our core values of Integrity, Adaptability, Grit, and Collaboration, we foster an environment where trust is earned, new ideas are welcomed, challenges are embraced, and success is shared. You will be surrounded by people who care deeply about the work they do and the people they do it with.

Together, we’re building something special, and we’re just getting started.

• Generous PTO
• 100% employer-paid individual medical, dental, and vision premiums
• Employer HSA contribution
• Paid parental leave
• 401(k) match
• Transportation and parking benefits
• Flexible, collaborative work environment

Benefit eligibility is based on employment status.

Build What’s Next With Us

Healthcare is evolving - and so are we.

Equal Opportunity Employer

Free Market Health is proud to be an Equal Opportunity Employer.

We believe that a diverse and inclusive workplace makes us better teammates and problem solvers and we encourage all qualified individuals to apply. Employment decisions are based on business needs, qualifications, and merit.

FMH is also committed to providing reasonable accommodations throughout the hiring process. If you require assistance or accommodation due to a disability, we will work with you to meet your needs.