Program Support Representative II

Jobtailor; Orange (CA); On-site; USD 50,000 - 70,000; Full time

Job summary

Jobtailor in Orange, CA is seeking a reliable Operations Support Specialist to handle data entry, review of enrollment materials, and routine follow-up with pharmacies and external customers.

You will coordinate with the GNPPN team, manage inquiries via phone, email, or fax, and ensure timely completion of tasks while maintaining accuracy and strong teamwork.

Required: high school diploma and 3+ years in customer systems support; proficiency with Word, Excel, Access, and Outlook.

Qualifications

• High School Diploma/GED or equivalent experience required.
• 3+ years of experience in customer systems support, customer operations, service operations, order management, case management, or a related field required.
• Certification in IT service management, customer support, customer relationship management systems, process improvement, or equivalent certification preferred.
• Customer service skills to properly resolve common everyday issues to prevent escalations or customer complaints.
• Strong personal organizational skills to facilitate successful completion of tasks and priorities as assigned.
• Ability to work interdependently with other team members to accomplish daily tasks and processes.
• Ability to communicate effectively and professionally verbally, non-verbally, and in writing.
• Introductory computer skills to operate company systems; knowledge of Word, Excel, and Access; or similar database programs.
• Introductory knowledge of Microsoft Outlook features: Email retention, contacts, calendar and task tracking.

Responsibilities

• Performs basic computation, data entry, and review of materials submitted to GNPPN Department by external customers.
• Performs routine follow up with customers regarding incoming questions from phone, email, or fax.
• Has awareness and understanding of GNPPN Help Desk roles, responses, and procedures.
• Works with other team members to ensure timely and proper completion of tasks and projects as assigned by management.
• Identifies and reports to management any process or system concerns/errors discovered through self-exploration or customer reported.
• Needs to be a strong team player.
• Actively participates in team and department meetings, trainings, and activities.
• Has an individual awareness of other aspects of GNPPN beyond your current role and responsibilities.
• Understands importance and function of the other teams within GNPPN and the relation to your team and functions.
• Works assigned shifts as provided in advance by management.
• Daily review of pharmacy submitted enrollment packet and supplemental materials including State Pharmacy License, PIC License, DEA Registrations, Insurance Policies, and Program Specific Addendums.
• Daily outreach to pharmacies to collect and process licenses and other materials including State Pharmacy License, PIC License, DEA Registrations, Insurance Policies, Program Specific Addendums.
• Primary telephone coverage for managed care and claims processing issues, updates to network database, creation and distribution of network materials and communications.
• Receives and identifies all MAC requests received via email and distributes accordingly.
• Daily entry of all requests & additions including data entry, online submission, and outcome communications.
• Weekly submission of research requests to PBMs

Skills

Customer service

Communication

Teamwork

Organizational skills

Interdepartmental collaboration

Education

High School Diploma/GED

Tools

Microsoft Word

Microsoft Excel

Microsoft Access

Microsoft Outlook

Job description

Key Responsibilities

• Performs basic computation, data entry, and review of materials submitted to GNPPN Department by external customers
• Performs routine follow up with customers regarding incoming questions from phone, email, or fax
• Has awareness and understanding of GNPPN Help Desk roles, responses, and procedures
• Works with other team members to ensure timely and proper completion of tasks and projects as assigned by management
• Identifies and reports to management any process or system concerns/errors discovered through self-exploration or customer reported
• Needs to be a strong team player
• Actively participates in team and department meetings, trainings, and activities
• Has an individual awareness of other aspects of GNPPN beyond your current role and responsibilities
• Understands importance and function of the other teams within GNPPN and the relation to your team and functions
• Works assigned shifts as provided in advance by management
• Daily review of pharmacy submitted enrollment packet and supplemental materials including, but not limited to: State Pharmacy License, PIC License, DEA Registrations, Insurance Policies, and Program Specific Addendums
• Daily outreach to pharmacies to collect and process licenses and other materials including, but not limited to: State Pharmacy License, PIC License, DEA Registrations, Insurance Policies, Program Specific Addendums
• Primary telephone coverage for managed care and claims processing issues, updates to network database, creation and distribution of network materials and communications
• Receives and identifies all MAC requests received via email and distributes accordingly
• Daily entry of all requests & additions including data entry, online submission, and outcome communications
• Weekly submission of research requests to PBMs

Requirements

• High School Diploma/GED or equivalent experience required
• 3+ years of experience in customer systems support, customer operations, service operations, order management, case management, or a related field required
• Certification in IT service management, customer support, customer relationship management systems, process improvement, or equivalent certification preferred
• Customer service skills to properly resolve common everyday issues to prevent escalations or customer complaints
• Strong personal organizational skills to facilitate successful completion of tasks and priorities as assigned
• Ability to work interdependently with other team members to accomplish daily tasks and processes
• Ability to communicate effectively and professionally verbally, non-verbally, and in writing
• Introductory computer skills in order to operate effectively with company systems and programs; knowledge of Microsoft Word, Excel and Access; or similar database programs and structures
• Introductory knowledge and experience in using features of Microsoft Outlook including: E-mail File Retention and Retrieval, Contact Management, and Calendar and Task Tracking Tools
• Preferred working knowledge or experience of pharmacy benefit management companies and retail pharmacy operations