Customer Success Pharmacy Technician

Location: Hybrid, 3 days a week in-office in New York, NY, Charlotte, NC or Denver, CO

Position Summary

Judi Health is seeking a self-driven pharmacy technician with operating experience in pharmacy utilization management review across all lines of business (Medicare, Medicaid, Exchange, Commercial). This client-facing role will report to the Senior Customer Success Pharmacist and be accountable for onboarding and servicing new and existing clients of Judi’s Prior Authorization Tool. This role will be expected to maintain an in-depth understanding of the evolving capabilities of Judi’s Prior Authorization Tool. Exceptional communication skills and attention to detail are critical for communicating with clients in a manner that facilitates their ability to successfully adopt the tool into their own utilization management workflow.

Position Responsibilities:

• Build and maintain trusted relationships with clients through superior customer service. Provide oversight of the clients’ ongoing use of Judi’s Prior Authorization Tool.
• Assist with accurate and timely transition of new clients to Judi’s Prior Authorization Tool.
• Support communications throughout the implementation process, including, but not limited to, detailed and strategic guidance through criteria, letter, and turnaround time configuration, as well as queue management and reporting expectations.
• Proactively identify execution risks and mitigation strategies.
• Collaborate with product managers, customer success pharmacists and other stakeholders to manage issue prioritization and resolution.
• Provide ongoing client support to troubleshooting inquiries.
• Understand and manage requests for new features in alignment with the product roadmap.
• Support configuration of delegated services into the Prior Authorization Tool, audits, and third-party integrations.
• Partner with customer success pharmacists, product managers and other team members operating in an agile framework to conceptualize and break down functional and non-functional requirements needed to be the market leading offering for prior authorization processing.
• Identify and drive efficiencies to increase the rate of adoption in the market.
• Certain times of year may require meeting participation, service support or other requirements outside of standard business hours, including weekends.

Required Qualifications:

• National Certified Pharmacy Technician (CPhT) certification required.
• High school diploma or the equivalent, associate or bachelor’s degree preferred.
• 3+ years of pharmacy practice experience in a PBM or health plan.
• Subject matter expertise in coverage determination and appeals reviews and audits across all lines of business.
• Experience operating multiple prior authorization software solutions.
• Ability to work independently with minimal supervision, remain productive in a remote, high-volume environment, shift between competing priorities, and meet organizational goals.
• Exceptional project / time management, prioritization, and organizational skills to ensure customer satisfaction.
• Proficient in Microsoft Office Suite and willing to adapt to software such as Jira, Lucid, Confluence, Github, and AWS Redshift.
• Excellent verbal, written, interpersonal, and presentation skills.
• Ability to work effectively with internal and external virtual teams.
• Client-facing experience is preferred.