• Serves as direct member and provider contact for specialty pharmacy benefit information, prior authorization requests, and navigation support. • Prior to the receipt of medication, provides support to members enrolled in specialty management programs, including coordinating any needed prior authorization with the UM team, the fulfillment of the prescription with the specialty pharmacy partner, enrollment in patient assistance programs, and billing questions. After receipt of medication, follow up with members to ensure satisfaction, connect member with a pharmacist for any clinical questions, and coordinate future refills. • Fields questions from members, human resources departments, pharmacies, and providers related to specialty distribution, benefit design, formulary coverage and cost of medication, prior authorization criteria, claims adjudication, copay/patient assistance, and ensures individual’s questions and issues are resolved. • Supports Specialty Clinical Pharmacists in patient and provider outreaches, including scheduling of appointments between members and pharmacists, enrollment of members into copay or patient assistance programs, medication adherence support, and other administrative tasks. • Assists in ensuring all operating and productivity standards are met, which may include conducting quality reviews of calls, chats, and documentation notes to identify opportunities for improvement. • Ensures regulatory and privacy standards are consistently met. • Provide support to other teams within Clinical Operations, such as utilization management and navigation.

• Facilitate large-group “review sessions” (20-75 students per session) aligned to key curriculum areas over a 25-week period. Sessions will be 60 mins each. We’re expecting ~10 distinct lectures needed over this period, repeated 2-3 times each to accommodate time zones. • Review sessions will have a specific focus on memorization, study strategies, and recall practice – eg: sharing mnemonic devices and memory tricks to learn specific topics, and quizzing students via games. • Lead engaging, motivational sessions that help build student confidence on material. • Prepare independently for live sessions (up to 4 additional hours per week). • Work with Springboard to develop and modify session agendas and lecture decks as needed. • Develop gamified approaches using tools like Kahoot and others. • Offer 2-3 live session slots for a given topic, to accommodate different time zones. • Perform skill demonstrations live, as needed, for 6 key lab skills. • Support NHA ExCPT and PTCB exam prep by holding exam review sessions towards the end of the course. • Respond to student questions and help moderate the course online community channel throughout the duration of the course, specifically responding to questions about the course material. • This might also include monitoring Canvas discussion boards for weekly student responses and questions. • Armed with an understanding of best practices and approaches to delivering Pharmacy Technician–aligned education online, apply your subject matter expertise in: • Core pharmacy workflows and entry-level technician skill development • Pharmacy law, regulatory compliance, and medication safety principles • Pharmacology fundamentals, drug classifications, and brand/generic identification • Dosage calculations, conversions, and accuracy protocols • Customer service and patient-centered communication in pharmacy settings • Appropriate depth of content for entry-level Pharmacy Technician training • Pharmacy Technician scope of practice across retail and clinical environments • How to recreate pharmacy workflow and skill-based training outside of a live pharmacy setting • Determining “need-to-know” vs. “nice-to-know” knowledge for ExCPT-aligned training • You may be called upon to: • Work with Springboard's Learning Experience team and Instructional Designers to adjust session content as needed. • Other needs as they arise

• Conduct 1:1 and/or small group virtual sessions to support technical skill-building and exam readiness. • Provide live feedback and coaching on student skill demonstrations and challenging areas of the curriculum. • Break down complex topics (e.g., dosage calculations, pharmacy law, conversions) into simple, visual lessons. • Offer insight into real-world pharmacy settings to help students understand day-to-day responsibilities. • Respond promptly and empathetically to learner questions. • Help students foster a growth mindset and provide encouragement when facing obstacles. • Track progress and flag students at risk of falling behind. • Partner with internal teams to provide timely interventions and keep students on track. • Participate in mentor training, team meetings, and ongoing program improvement efforts. • Maintain alignment with Program Operations and Career Success teams for consistency and learner experience.

• Manage pharmacy orders via phone, fax, or web. • Resolve customer inquiries, returns, and shipment issues. • Coordinate with distribution and manufacturing teams. • Maintain accurate documentation and compliance records. • Communicate professionally with patients and healthcare providers.