• Serve as the subject matter expert of their designated pharmacy center of excellence • Work alongside Pharmacy management/leadership to drive and support department efficiencies • Lead by example and support company and department goals • Drive results and achieve a consistent standard of work from the team of Pharmacists • Build team capabilities through leadership skills in a call center environment • Create, interpret, and monitor Salesforce reports and utilize RX30, Salesforce, and OnBase • Prepare and monitor follow-up with Pharmacist assignment schedule • Collaborate with internal partners to resolve patient issues • Indirectly manage/coaching peers on phone performance and metrics

• Leads the strategic development of formulary management best practices & medical drug strategies • Ensures efficient operational management with emphasis on execution and performance enhancement • Oversees monitoring of drug development pipeline and educates stakeholders • Ensures timely and accurate implementation of benefit and formulary changes • Participates in the negotiation of direct rebates with pharmaceutical manufacturers • Develops methods to identify and measure cost savings opportunities • Collaborates with stakeholders to create drug and utilization management strategies

• Own the patient experience from qualification through successful activation and program start, maintaining engagement throughout onboarding, pharmacy processing, fulfillment, and activation activities. • Serve as the primary operational contact for patients until successful program activation and start. • Guide patients through the onboarding and activation process. • Coordinate timelines, expectations, and next steps across multiple pharmacies. • Help ensure patients successfully start their therapy or program. • Maintain operational visibility into patient progression and proactively address delays or barriers to activation. • Gather and organize onboarding information. • Support medication transfer coordination and readiness activities. • Confirm medication schedules, routines, and onboarding preferences. • Identify and resolve barriers that could delay patient starts. • Coordinate activation readiness and onboarding follow-up. • Coordinate activities across Marketing, Pharmacy Operations, Clinical Services, and Technology teams to ensure patients successfully progress through the patient start journey. • Act as the bridge between patients, caregivers, and pharmacy teams. • Ensure pharmacy teams receive complete and accurate onboarding information. • Help create smooth transitions between onboarding, fulfillment, and activation. • Support operational consistency across multiple pharmacy partners. • Monitor and manage key patient start metrics including Patient Start Rate, Time to Start, Activation Completion Rate, Patient Reach Rate, and Patient Satisfaction. • Take ownership of patient progression outcomes and proactively identify opportunities to improve conversion and activation performance. • Track onboarding progression and patient start performance. • Maintain operational visibility into patient movement across operational stages. • Identify workflow bottlenecks and opportunities for improvement. • Contribute to process development and operational best practices. • Support reporting and KPI tracking initiatives. • Support the development and optimization of workflow automation and AI-assisted patient engagement processes to improve scalability and patient experience.

• Adjudicate insurance claims and resolve rejections in multi-state environment • Properly handle order exceptions such as refill-too-soon, invalid orders, etc. • Working with prescribers to clarify prescriptions and obtain prior authorizations • Manage routine notification of insurance issues and communicate with caregivers • Stay updated on current Medicare/Medicaid policies and common insurance practices • Work with others to resolve common coverage issues or concerns.