CareTria

Role Description The Project Manager, Pharmacy, serves as the primary lead for the execution and operational deployment of CareTria client engagements and internal projects. This role manages complex program implementations, ensuring alignment across pharmacy operations, patient support services, IT, Training, client services, etc. As part of the Engagement Excellence team, the Project Manager, Pharmacy oversees new service line implementations, technology enhancements, program closeouts, and product discontinuations. The position ensures all programs are launched as operationally sound, cost-effective, and aligned with both internal capacity and external client expectations. - Leads program implementations for new client engagements and service expansions, ensuring delivery on time, within budget and scope as outlined in the agreement. - Manage program closeouts and product removals as outlined in applicable change requests. - Coordinate, schedule and lead client & internal meetings such as handoff meetings, kickoff presentations, status, hypercare and transition meetings. - Support maintenance of and ensure compliance with operating procedures (SOP) while leading engagements and projects for successful implementation. - Utilize standardized templates to develop and maintain presentations, action plans, timelines, risks tracking and questions tracking, etc. - Coordinate workstream team members and external stakeholders to ensure alignment across pharmacy, operations, IT, compliance, client services, etc. - Utilize the standardized executive summary template to report implementation progress, status, risks and mitigation. - Maintain proficiency with utilizing the project management online software to lead engagements and projects. - Support continuous improvement of the implementation process based on lessons learned, observations, operational feedback and client surveys. - Ensure successful client relationships and overall implementation satisfaction is maintained and measured through verbal/written communication, client surveys and feedback, while mitigating concerns for timely resolution. Qualifications - Bachelor’s degree or equivalent combination of education and experience. - 3+ years of experience in healthcare, pharmacy services or process improvement experience. - Proven track record of leading implementations in a healthcare environment. - Strong background in process improvement methodologies. - Exceptional project management skills with experience in cross functional program implementations. PMI certified or PMP desired. - Strong communication skills, both oral and written. - Strong organizational skills. - Ability to prioritize work, meet deadlines and make effective presentations. - Experience working in a team-oriented, collaborative environment. - Proficiency in MS Project, MS Office, including Visio. - Enthusiasm for implementation and process improvement. - Analytical and problem-solving capabilities. - Commitment to standardization and best practices in service delivery. - Adaptable and resilient in a fast-paced, evolving healthcare environment. - Collaborative with the ability to maintain positive and professional relationships. Requirements - Location of job activities 100% inside. - Extensive manual dexterity (keyboarding, mouse, phone). - Use of phone for communication. - Noise and/or vibrations exposure. - Sit for prolonged periods of time. - Occasionally stoop, kneel, and crouch. - Ability to travel out of state 10%. - Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Benefits - The expected base pay range for this position is $90K–$115K yearly. - In addition to base pay, CareTria offers a comprehensive benefits package. - Full-Time benefits include access to health, dental, and vision insurance. - Retirement plan options. - Paid time off. - Paid parental leave. - Employee assistance programs. - Other perks. - Eligible employees may also have access to performance bonuses. Company Description CareTria is an equal opportunity employer.

Role Description The Patient Support Representative supports patients and healthcare providers through inbound and outbound telephone support, as well as administrative functions. - Support inbound and outbound phone lines for the pharmacy. - Answer calls, emails and/or other requests from patients and/or healthcare providers while meeting or exceeding service level goals. - Able to balance priorities, working with team members, between inbound calls, responding to inbound email requests and making outbound calls to messages left on voicemail. - Accurately and completely capture information and update systems appropriately. - Be flexible, organized and able to comply with constantly changing program business rules. - Investigate issues that cannot be resolved at the time of the initial call and follow through until issue resolution. - Provide first call resolution where possible. Demonstrate the ability to triage or escalate calls when first call resolution cannot be performed to the patient’s satisfaction. - Provide availability, tracking and shipping information for patient’s medication as needed. - Respond to program inquiries from patients, authorized representatives, healthcare providers, patient advocates and caregivers in a prompt, courteous and professional manner ensuring compliance with state and federal regulations. - Report adverse events/product complaint inquiries received in accordance with standard operating procedures and current good manufacturer practices. - Execute day-to-day operations specific to the assigned program(s). - Maintain patient confidentiality at all times. Qualifications - High school diploma or equivalent. - Two (2) years of work experience in a customer service or customer focused role. - Must have proven ability to provide consistently high-quality service. - Associate Degree or technical school training in a related field (preferred). - One (1) year of work experience in pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, insurance, medical office, or related field (preferred). - Experience with HIPAA and patient services (preferred). - Bi-lingual, English and Spanish (preferred). Requirements - Demonstrated empathy and compassion. - Excellent verbal and written communication skills. - Excellent organization skills and detail oriented. - Balance multiple priorities to meet expected response deadlines. - Adaptable, flexible and readily adjust to changing situations. - Ability to work independently and as a member of a team. - Ability to comprehend and apply basic math principles. - Ability to apply logical thinking when evaluating practical problems. - Ability to present information and respond to questions from stakeholders. - Ability to interact with a diverse group. - Ability to listen and demonstrate a high degree of empathy. - Demonstrated computer skills including Microsoft Word, Excel, and Outlook. - Display tact and diplomacy in response to unfavorable or negative situations. - Demonstrated sensitivity and understanding when speaking with patients. - Demonstrated passion for speaking with people in an outgoing way. Benefits - Expected base pay range for this position is $17 per hour. - Comprehensive benefits package including access to health, dental, and vision insurance. - Retirement plan options. - Paid time off. - Paid parental leave. - Employee assistance programs. - Other perks. - Eligible employees may also have access to performance bonuses.

Role Description The Workforce Management Analyst is responsible for developing accurate forecasts and efficient schedules to optimize staffing levels in a pharmaceutical call center. This role involves analyzing historical trends, call volume patterns, and business needs to create workforce plans that ensure service levels, productivity, and cost efficiency. The Workforce Management Analyst collaborates with Operations, HR, and leadership to balance workload demand with agent availability while maintaining high-quality customer service. Typical work hours are Monday-Friday 12:00pm to 8:30pm EST. Responsibilities - Forecasting & Capacity Planning - Develop short-term, mid-term, and long-term call volume and workload forecasts based on historical data, business trends, and seasonal fluctuations. - Utilize WFM tools (e.g., NICE, Verint, Aspect, Genesys) and statistical models to predict staffing needs. - Adjust forecasts based on real-time data, external factors, and unexpected volume changes. - Provide scenario analysis to support business decisions regarding staffing levels and operational adjustments. - Scheduling & Optimization - Create and maintain agent schedules that align with business needs while ensuring optimal coverage. - Assign shifts, breaks, and off-times while balancing efficiency and employee preferences. - Monitor schedule adherence and recommend adjustments to improve performance. - Collaborate with HR and Operations to manage PTO requests, overtime, and shift bids. - Performance & Data Analysis - Track service levels, occupancy, adherence, shrinkage, and other key WFM metrics. - Generate reports and insights to support decision-making and continuous improvement. - Analyze forecast accuracy and refine models based on real-time and historical data. - Collaboration & Communication - Work closely with Operations, Real-Time Analysts, and leadership to align staffing plans with service level goals. - Communicate changes in forecasts and schedules to stakeholders. - Support workforce planning initiatives, including hiring plans and capacity expansion. Qualifications - Bachelor’s degree or equivalent combination of education and experience in Workforce Management, or a related field. - Minimum 3 years of experience in contact center forecasting and scheduling, preferably in the pharmaceutical or healthcare industry. Requirements - Experience in pharmaceutical or healthcare-related contact center operations. - Familiarity with regulatory compliance in healthcare customer service (HIPAA, FDA guidelines). - Experience with AI-driven WFM tools or automation in workforce planning. - Proficiency in WFM software (e.g., NICE, Verint, Aspect, Genesys, or equivalent). - Strong understanding of forecasting models, workforce planning, and scheduling methodologies. - Advanced skills in Excel, Google Sheets, and data visualization tools. - Strong analytical and problem-solving abilities. - Excellent organizational skills with attention to detail. - Ability to collaborate with cross-functional teams and adapt to business needs. - Strong communication skills for presenting data-driven recommendations. Benefits - Access to health, dental, and vision insurance. - Retirement plan options. - Paid time off. - Paid parental leave. - Employee assistance programs. - Performance bonuses for eligible employees.

Role Description The Senior Business Intelligence Analyst combines strong technical and analytical expertise with a client-facing approach to reporting and analytics support. This role is responsible for developing reports and analysis, investigating, and resolving data quality and reporting issues, and delivering actionable insights that support operational and client objectives. Collaborating directly with clients and cross-functional internal teams, this position gathers reporting requirements, communicates project updates, resolves analytics-related concerns, and helps drive consistency and best practices in reporting and data governance. The ideal candidate excels at translating business needs into effective analytics solutions while maintaining a strong focus on accuracy, usability, and client service. Fully remote opportunity. Client Facing experience is a must. Responsibilities - Design, develop, and maintain reports, dashboards, and ad hoc analysis using tools such as DOMO, Tableau, Power BI, and SQL. - Analyze large and complex datasets to identify trends, insights, and business opportunities. - Research and resolve data quality issues, reporting discrepancies, and logic inconsistencies across reporting solutions. - Partner with internal teams to identify root causes of data issues and implement sustainable solutions. - Validate data accuracy and ensure consistency across systems, reports, and client deliverables. - Support ongoing enhancements to reporting processes, automation, and analytics capabilities. - Document report logic, business rules, and data definitions to support consistency and transparency. - Serve as primary analytics contact for assigned clients, providing consultative support and issue resolution. - Lead discussions with clients to gather reporting and analytics requirements and translate business needs into technical solutions. - Provide regular updates on reporting enhancements, issue resolution progress, and analytics initiatives. - Investigate and respond to client questions regarding reports, metrics, data discrepancies, and trends. - Build strong working relationships with clients and internal stakeholders to ensure high quality analytics support and service delivery. - Present findings and insights to both technical and non-technical audiences in a clear and actionable manner. - Collaborate cross-functionally with Operations, IT, Account Management, and Client Services teams to support client objectives. Qualifications - Bachelor’s degree in Business Analytics, Computer Science, Statistics, Information Systems, or a related field. - 5+ years of experience in business intelligence, reporting, analytics, or data analysis roles. - Strong experience with SQL and business intelligence visualization tools such as DOMO, Tableau or Power BI. - Experience researching and resolving data quality, reporting logic, and system integration issues. - Experience working directly with clients or business stakeholders in a consultative or support-oriented capacity. Knowledge, Skills & Abilities - Strong ability to analyze complex data, identify trends, research data quality or reporting issues, and develop effective reporting solutions using SQL and BI visualization tools. - Ability to understand business objectives, ask thoughtful questions to clarify reporting and analytics needs, and recommend effective data-driven solutions. - Strong verbal and written communication skills with the ability to explain technical concepts to non-technical audiences, manage client interactions professionally, and provide clear updates on analytics initiatives and issue resolution. - Detail oriented approach to validating data integrity, ensuring reporting consistency, and promoting best practices in reporting documentation and governance. - Ability to manage multiple priorities in a fast-paced environment while collaborating effectively across technical, operational, and client-facing teams. Preferred Qualifications - Experience in healthcare, pharmacy, supply chain, or other regulated industries preferred. - Experience working with large datasets and multiple source systems. - Familiarity with ETL processes, data warehousing concepts, and data governance best practices. - Experience supporting external clients in a reporting or analytics environment. - Knowledge of Python or R for advanced analytics is a plus. Physical Demands - Work is performed primarily in an indoor office or home-office environment using standard office equipment. - Frequent use of hands and fingers for keyboarding, data entry, and operating office equipment/computer and participating in virtual or in-person meetings. - Frequent visual attention to review data, spreadsheets, and reports on a computer screen. - Occasional standing, walking, bending, or reaching. - Occasional lifting and carrying of files, documents, or office materials up to 15 pounds. - Occasional travel, as needed. - Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Compensation & Benefits The expected base pay range for this position is $120,000 - $140,000/YR. The actual compensation for the position may vary based on market differences and on factors such as skills, experience, qualifications and can vary based on location and/or work schedule. In addition to base pay, CareTria offers a comprehensive benefits package. Full-Time benefits include: - Access to health, dental, and vision insurance. - Retirement plan options. - Paid time off. - Paid parental leave. - Employee assistance programs. - Other perks. - Eligible employees may also have access to performance bonuses. Company Description CareTria is an equal opportunity employer.

Role Description The Senior Manager, Client Solutions, Pharmacy is responsible for business growth with existing manufacturers while ensuring the overall integrity of the CPS program product offerings. The Senior Manager will collaborate with internal and external teams to create, manage, and execute the company’s strategic plan to achieve top line revenue objectives. This is a remote opportunity supporting our Custom Pharmacy Solutions Business Unit. The ideal candidate has previous PAP experience. Key Responsibilities: - Serves as a lead and support for contributors to ensure adherence to best practices guidelines/SOPs. - Responsible for maintaining and strengthening overall client relationships including: - Oversight of implementation - Proactive communication - Ongoing uptake strategies - Client retention - Manufacturer pull through - Plan management including plan utilization analytical reviews - Measurement and adherence to key performance indicators. - Understands the fundamental structure and internal workings of the Client Solutions team, including: - Knowledge of all SOPs, policies and procedures, trainings and guides - Business rules, KPIs, CWIs, workflows, reporting requirements, datapass requirements, contracts, systems, databases, vendor relationships. - Facilitates interdepartmental relations and communication as it relates to program operations, including: - Quality/Compliance - Accounting - IT - Pharmacy Staff - Support Services - Inventory and other departments as needed. - Handles UAT review for reports, projects, tickets, websites, and other IT-related items as needed and provides in-depth feedback to the IT team. - Adhere to and promote company values by performing duties in a manner that is consistent with being a team leader and supports the continued growth of the business. - Directs and performs aspects of program development, program changes, and program deployment including: - Business requirements discovery meetings - Development of processes and procedures - Specifying setup components - Training aides, presentations, creation of SOPs, Visio workflows, and process flows. - Responsible for maintaining, updating, and understanding all client to company interactions. - Monitor performance of all assigned accounts and facilitate timely intervention when appropriate. - Safeguard against revenue leakage while seeking and maximizing growth opportunities. - Monitor and provide updates on items impacting program financial health. - Keep abreast of the status of client’s programs, including high-level variance tracking of schedule and budget and understanding of allocated resources. - Responsible for the development of QBR slides for assigned accounts. - Assists in the training and development of new and existing Client Solutions direct reports and other team members. - Evaluate other business units to further enhance our revenue contribution and opportunities. - Create a culture that focuses on results, integrity, and teamwork. - The above duties are meant to be representative of the position and not all-inclusive. Qualifications - Bachelor's Degree or equivalent combination of education and experience. - Five (5) years of work experience in pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, insurance, medical office, or related field. - Two (2) years of client management experience. - Ability to read, write, speak, and understand the English language. Requirements - Specialty pharmacy or PBM experience. - Relationship focused, with excellent interpersonal skills for dealing with staff, clients, peers, and other departments. - Proven ability to define, launch, and manage complex projects and clients. - Ability to think innovatively and translate innovative ideas into practical solutions. - Results-oriented self-starter, with strong sense of ownership and assertive follow-through. - Excellent time management skills, with ability to adapt to rapidly changing priorities and deadlines. - Stays abreast of changes in the healthcare industry and how those changes may present opportunities for our business. - Well-organized and detail-oriented, with ability to successfully prioritize and manage multiple projects. - Strong communication skills, both verbal and written, to build winning relationships with internal and external stakeholders. - Must be able to build rapport and collaboration across all organizational levels to enhance the performance of the business unit. - Can work equally effectively both independently and as part of a team. - Working knowledge of MS Office, especially Outlook, Word, Excel, and PowerPoint. Benefits - Access to health, dental, and vision insurance. - Retirement plan options. - Paid time off. - Paid parental leave. - Employee assistance programs. - Other perks. - Eligible employees may also have access to performance bonuses.

Role Description The Director, Contact Center Operations (Inside Sales to Healthcare Professionals) will build and lead a fast‑paced, compliant contact center of inside sales professionals dedicated to informing and supporting Healthcare Professionals. Through high‑quality outbound engagement—scripted product education, TeleSampling, and clinically grounded Teledetails—you will turn meaningful conversations into measurable market impact. By applying targeted outreach strategies and developing your team through consistent, data‑driven coaching, you will unlock growth in new prescribers, NRx, and TRx across key segments and geographies. As the Director Contact Center Operations you will own: - Forecasting - Analytics - Performance optimization - Process excellence - Workforce strategy - Sales enablement infrastructure - Incentive design input - Omnichannel coordination - Technology stack maturity for the Inside Sales team supporting healthcare professionals The position is 100% remote but may require occasional travel to company facilities or client offices. Only candidates with management of inside sales representatives to healthcare professionals will be considered. Responsibilities - Own growth: - Build and run a sales‑first operating rhythm (planning, cadences, coaching) that consistently beats revenue, NRx/TRx, and new prescriber targets. - Structure to scale: - Build a scalable staffing structure for recruiting, hiring, training, and development of reps for rapid deployment and onboarding future clients. - Direct the engine: - Create and manage incentive programs. - Manage multi‑site, multi‑channel operations (phone, SMS, chat/video) with on‑/off‑shore teams; balance coverage, utilization, and quality to maximize program goals. - Target precisely: - Partner with Analytics to prioritize deciles/segments, allocate books of business, and continuously refine territories, scripts, and digital sales aids based on conversion signals. - Monitor client’s competitive landscape and identify key trends that impact the overall program performance and client satisfaction. - Coach to quality: - Use call analytics and standardized scorecards to elevate call guide adherence, clinical accuracy, objection handling, and close discipline. - Scale productivity with tech: - Deploy CRM (Salesforce), intelligent IVR, sentiment analysis, and AI automation to improve connect rates, prioritization, and agent throughput. - Integrate demand: - Coordinate sample/literature programs to increase access and conversion, drive attendance at CME/webinars if offered. - Report what matters: - Deliver client and Caretria management ready insights on pipeline, sample requests, Rx momentum, capacity, and ROI; run weekly/monthly business reviews with clear corrective actions. - Guard the license: - Enforce PI/Fair Balance, HIPAA, and promotional standards; route off‑label inquiries to MSLs and maintain audit‑ready QA. SUCCESS METRICS (KPIs) - Growth: - New prescribers (unique writers) - NRx - TRx - Prescriber reactivation rate - Territory TRx lift - Conversion & pipeline: - Target→ TeleSampling/TeleDetail→Rx conversion - Cycle time - Pipeline coverage - Win rate by segment - Access & activity: - List Penetration: % Reach Rate (Viable targets) - % Max Attempts - % List Error - Completed calls by HCP Type (Prescriber, nurse, OM, etc.) - Prescriber acquisition - Talk time - Cadence adherence - Event attendance (if offered) - Quality & compliance: - Call quality score - Fair‑balance adherence - QA pass rate - Complaint rate - NPS/CSAT where applicable - Efficiency: - Dials per day - Completed calls per day - AHT - Occupancy - Cost‑per‑interaction - Staffing forecast accuracy Evaluate effectiveness of current SOPs, Work Instructions (WI) and other work practice documents and recommend changes where necessary; develop new SOPs/WIs as needed. The above duties are meant to be representative of the position and not all-inclusive. Qualifications - Experience with Veeva, Adobe Connect, FB Messenger, Chat integration and/or SMS - Experience with clinical detailing at scale (scripts, IVAs, objection handling) and integration of CME/webinars and samples/literature into the sales cycle - Experience in creating and managing sales incentives - Prior success aligning Field Sales and Inside Sales - Project management experience - Bi-lingual, English and Spanish - Advanced degree (MBA or relevant life‑sciences discipline) Knowledge, Skills & Abilities - Builder‑operator mindset: rigorous, data‑driven, and hands‑on with clear standards and accountability. - Clinically credible communicator who can coach reps to quality and influence cross‑functional partners. - Executive presence with Client and Senior Leadership communication and change leadership across sites and vendors. - Demonstrated leadership skills in successfully managing remote teams and collaborating with key stakeholders and diverse work groups. - CRM & Analytics: Salesforce; predictive scoring and pipeline analytics. - Contact Center: Proven knowledge of managing contact center operations and technology (NICE CXone, Genesys, 100ms), intelligent IVR, sentiment analysis, SMS/chat, dialer, WFM/QA. - Coaching & Content: Call‑recording/QA, digital sales aids/IVAs, knowledge base. - Excellent written & verbal communication skills. - Strong interpersonal skills, and demonstrated ability to lead, manage, develop, and motivate a large contact center team. - Ability to manage change, such as technology implementations, restructuring, etc. in a fast-paced environment. - Strong technical aptitude and analytical skills. - Experience with managing a complex operation to perform to certain SLAs or KPIs. Physical Demands - Location of job activities 100% inside - Extensive manual dexterity (keyboarding, mouse, phone) - Use of phone for communication - Noise and/or vibrations exposure - Frequently reach (overhead), handle, and feel with hands and arms - Sit for prolonged periods of time - Occasionally stoop, kneel, and crouch - Occasionally lift, carry, and move up to 25 pounds - Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Compensation & Benefits The expected base pay range for this position is $140,000–$170,000 per year. The actual compensation for the position may vary based on market differences and on factors such as skills, experience, qualifications and can vary based on location and/or work schedule. In addition to base pay, CareTria offers a comprehensive benefits package. Full-Time benefits include: - Access to health, dental, and vision insurance - Retirement plan options - Paid time off - Paid parental leave - Employee assistance programs - Other perks - Eligible employees may also have access to performance bonuses CareTria is an Equal Opportunity Employer.

Role Description The Client Services Program Lead is accountable for managing a base of clients, acting as the primary contact for ongoing business. The Program Lead is focused on the ongoing execution of client programs and partners with the Account Manager (AM) on implementations of new programs. The Program Lead serves as the day-to-day contact for all activities surrounding the scope and health of business with the client. The Program Lead is also responsible for working with Management to ensure all actions performed by the client team are in compliance with the Prescription Drug Marketing Act regulations (PDMA), internal standard operating procedures, and client-specific business rules. Responsibilities - Serve as a liaison between the client and internal departments to transform the client’s business needs into functional and operational instructions. - Work with CareTria functional departments (i.e., Contact Center, Centralized Team, Mail Center, Operations, etc.) to ensure client programs, documentation, and setups have been completed. - Responsible for executing new and existing programs to completion and at expected level of quality. - Ongoing review of business rules and trackers to identify and correct inaccuracies and close gaps in program(s). - Review the daily dashboard, reports and file uploads for trends to ensure assigned programs are performing as expected. - Support AM and/or Sr. Program Lead in the creation of client business review presentations. - Prepare work orders and/or review work orders prepared by team members. - Respond to client escalations as necessary and escalate to management if needed. - Manage and support all change controls, system tickets and scorecards needed to support the business or changes to the business. Ensure statuses are tracked and updated accordingly. - For Sample Accountability program, monitor and review Sales Representative’s sampling activities, transaction documentation and reported activities to ensure adherence to business rules and regulatory requirements. - Respond timely to inquiries and requests via inbound phone calls, voice messages, and email messages from Client, Sales Representatives, Home Office and internal stakeholders. - Research and provide recommendations to resolve business and/or system challenges. - Escalate/request internal Quality Event submission (QE) and provide necessary and timely assigned/required follow-up. - In conjunction with the Account Manager or Sr. Program Lead review monthly invoicing and work directly with the Finance department to resolve billing inconsistencies. Qualifications - Associate’s or Bachelor’s degree preferred, however, equivalent certificate training and/or experience may be considered. - Approximately two to four years’ experience in customer service environment, with demonstrated ability to lead projects with minimal oversight while showing success in interacting and collaborating with internal and external stakeholders. - Strong working knowledge of Microsoft Outlook, Microsoft Word and PowerPoint, advanced knowledge of Microsoft Excel (Pivot Tables, Charts, Graphs, etc.). - Quick learner with strong systems aptitude. - Strong organization, analytical, both written and verbal communication and team building skills. - Effectively communicate to provide solutions for clients to achieve client and company objectives. - Strong time-management, attention to details and prioritizing skills. - Punctual, dependable with a positive attitude. - Ability to use sound judgment and maintain professionalism in a deadline-driven environment. - Support leadership in identifying potential business and system challenges, and present suggested resolutions. Physical Demands - Location of job activities 100% inside. - Extensive manual dexterity (keyboarding, mouse, phone). - Regular use of phone for communication. - Noise and/or vibrations exposure. - Frequently reach (overhead), handle, and feel with hands and arms. - Sit for prolonged periods of time. - Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Compensation and Benefits The expected base pay range for this position is $25.00–$36.00 per hour. The actual compensation for the position may vary based on market differences and on factors such as skills, experience, qualifications and can vary based on location and/or work schedule. In addition to base pay, CareTria offers a comprehensive benefits package. Full-Time benefits include access to health, dental, and vision insurance; retirement plan options; paid time off; paid parental leave; employee assistance programs; and other perks. Eligible employees may also have access to performance bonuses. Company Description CareTria is an Equal Opportunity Employer.

Role Description The Customer Service Representative I (CSR) is an important member of our Contact Center team that creates and maintains customer relationships, understands products and services, researches inquiries, assembles and communicates information, verifies customers’ understanding of information, answers and records customer inquiries. Must be able to work the full time hours of Monday-Friday 8:30am - 5:00pm ET. Fully remote role. - Promote meaningful relationships and brand loyalty through engaged and informed conversation with customers (health-care providers, office staff, patients, pharmacists, and pharmaceutical sales representatives). - Respond to immediate customer questions, requests, concerns and needs. - Manage a high volume of inbound and/or outbound contact with customers via telephone, email, and chat. - Investigate issues that cannot be resolved at the initial point of contact and follow through until issue resolution. - Escalate issues according to department protocol. - Share feedback and assist management in enhancing the programs in order to provide the best customer service. - Maintain accurate data in systems, and update as necessary. - Utilize work-flows and scripting materials to inquire and help identify barriers with customers. The above duties are meant to be representative of the position and not all-inclusive. Qualifications - High school diploma/GED or equivalent combination of education and experience. - One (1) year of work experience in a customer service or customer-focused role. - Experience in a medical or pharmaceutical environment preferred. - Ability to provide consistently high-quality of customer service required. - Excellent written and oral communication skills with high level of professionalism. - Excellent interpersonal, organizational and active listening skills, with an ability to create customer relationships. - Extensive keyboarding, switching from multiple applications and use of phone. - Excellent computer skills required, including strong Microsoft Excel capabilities. Requirements - Must be able to work full time hours of Monday-Friday 8:30am - 5:00pm ET. - Fully remote role. Benefits - Access to health, dental, and vision insurance. - Retirement plan options. - Paid time off. - Paid parental leave. - Employee assistance programs. - Other perks. - Eligible employees may also have access to performance bonuses.

Role Description The Client Services Support Associate is responsible for administering and supporting Sample Programs, while ensuring programs remain in complete compliance with the Prescription Drug Marketing Act (PDMA), client business rules, and internal Standard Operating Procedures (SOPs). The Support Associate will create and maintain relationships with internal and external stakeholders in support of the assigned programs. Works under direct supervision of the Account Manager/Sr. Account Manager and is responsible for day-to-day tasks for assigned client programs. - Support productivity and efficiency for the client programs, ensuring all work is completed accurately and within the confines of the Statement of Work (SOW), client business rules/deadlines, internal Standard Operating Requirements (SOPs), and PDMA Regulations. - Assist in the maintenance and updating of all client documentation. - Support creation of Client program documentation and system set up needed to ensure systems, financial and details are running and stored correctly. - Provide internal/external clients with email, fax, and phone support as required by program. - Monitor and support all inventory tasks and operations, including reconciliations, monitoring inventory levels, and tracking back-order situations. - Monitor and review sales representatives sampling activities and sample transaction data via the Sample Accountability System if applicable. - Review and monitor daily orders, reports, and files required by assigned clients. - If a Sample Accountability Program, support the generation, rep interactions, forms, and reporting for all reconciliations activities and services. - Support the coordination of 3rd party field audits for sales representatives, and issue program instructions to external PDMA auditors in adherence with client business rules and/or SOPs if applicable. - Support daily tasks required including but not limited to data entry/management of forms, troubleshooting, and resolving system issues, and running/sending client reports. - Report compliance-related issues in a timely manner to the client contact and internal Regulatory and Compliance Department, following the FDA schedule and client business rules. - Pro-actively communicate all anticipated program changes and opportunities to the Manager and/or Program lead. - Support and resolve outstanding Acknowledgement of Content (AOC) or Signature Verification Letters (SVLs). - Support internal Quality Events (QE) and provide necessary and timely follow-up. - Serve as back-up for Sr. Support Associate. Qualifications - High School degree required, Associate’s degree desirable; however, equivalent certificate training and/or experience will be considered. - Approximately one year experience in a customer service environment. - Exceptional interpersonal and communication skills (verbal and written). - Exceptional customer service skills. - Ability to use sound judgment, remain flexible, maintain professionalism, and re-establish priorities in a deadline-driven environment. - Proficiency in Microsoft Outlook, Excel, Word, and PowerPoint. - Ability to troubleshoot, problem-solve, and formulate recommendations for solutions. - Time management skills with aptitude to multitask across various clients, projects, and internal departments with changing priorities. - Ability to work in a team environment and independently with all levels of the organization. Physical Demands - Location of job activities 100% inside. - Extensive manual dexterity (keyboarding, mouse, phone). - Regular use of phone for communication. - Noise and/or vibrations exposure. - Frequently reach (overhead), handle, and feel with hands and arms. - Sit for prolonged periods of time. - Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Benefits - Base pay range for this position is $20.00–$23.00 per hour. - Comprehensive benefits package including access to health, dental, and vision insurance. - Retirement plan options. - Paid time off. - Paid parental leave. - Employee assistance programs. - Other perks. - Eligible employees may also have access to performance bonuses. Company Description CareTria is an Equal Opportunity Employer.

Role Description The Senior Supply Chain Specialist will be a dedicated point of contact for new programs, supporting a variety of project initiatives in conjunction with the Customer Operations, Contract Operations and Client Services team. This is a critical support position in the Customer Operations team, requiring an eye for detail as well as excellent communication, documentation management and critical thinking skills. Responsibilities - Participates as a key member of Customer Operations in leading the fulfillment of client requests. - Works and leads discussions with internal teams in day-to-day duties of program obligations such as running reports, investigating problems, interacting with other departments, and flagging issues for follow-up. - Ability to prioritize needs and assess feasibility of requests from the client. - Help foster effective and trusting relationships with internal stakeholders. - Responds in a timely, professional, courteous manner with accurate answers to problems and inquiries from internal and external sources. - Maintains document retention and record keeping. - Leads solutioning of all issues for client with internal teams. - Ability to be liaison between client and internal teams. - Proactively addresses, researches, and resolves issues faced by internal teams. - Escalates high priority or reoccurring issues to the appropriate parties to ensure resolution. - Requires knowledge and use of multiple software systems. - Attends regular meetings with other operational teams to receive instruction, share creative ideas and provide relevant updates. - Maintains regular, courteous interdepartmental relations and communication. - Ability to manage inventory with inbound international movement. Qualifications - Bachelor's Degree or equivalent combination of education and experience. - Prior experience in customer/client facing role. - Ability to read, write, speak, and understand the English language. - Working knowledge of Microsoft Office Suite including Word, Excel, and Outlook. Requirements - Specialty pharmacy or PBM experience. - International shipment understanding. - Knowledge of supply chain management and/or Distribution Center operations. Knowledge, Skills & Abilities - Adaptable to regularly changing priorities and deadlines. - Excellent at time management. - Organized by nature. - Attentive to details. - Able to prioritize multiple tasks. - Urgent in the completion of tasks. - Successful in clear, concise verbal and written business communication. - Effective in building rapport across departments and along chain of command. - Prepared to self-motivate and work independently. - Advanced in critical thinking. - Creative in finding solutions. - Working knowledge of MS Office, especially Outlook, Word, Excel and PowerPoint. Physical Demands - Limited travel may be required. - Location of job activities 100% inside. - Extensive manual dexterity (keyboarding, mouse, phone). - Use of phone for communication. - Sit for prolonged periods of time. - Occasionally lift, carry, and move up to 25 pounds. - Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Compensation & Benefits The expected base pay range for this position is $60,000-$80,000 per year. The actual compensation for the position may vary based on market differences and on factors such as skills, experience, qualifications and can vary based on location and/or work schedule. In addition to base pay, CareTria offers a comprehensive benefits package. Full-Time benefits include: - Access to health, dental, and vision insurance. - Retirement plan options. - Paid time off. - Paid parental leave. - Employee assistance programs. - Other perks. - Eligible employees may also have access to performance bonuses. Company Description CareTria is an equal opportunity employer.