Client Services Analyst

RxSense is a leading healthcare technology company delivering innovative solutions for pharmacy benefits and prescription savings. Our enterprise platform brings transparency, flexibility, and efficiency to pharmacy benefit management, helping clients streamline operations and enabling consumers to save on prescriptions. By integrating intelligence across the pharmacy ecosystem, RxSense makes cost-effective healthcare more accessible. Whether for PBMs, pharmacies, or individuals, our solutions help modernize operations, reduce costs, and improve outcomes. 

RxSense also owns and operates SingleCare, a free prescription savings service that offers consumers access to consistently low prices on prescription drugs. Through its partnerships with the country’s largest pharmacies and grocers, including CVS, Walgreens, Walmart, Kroger and Albertsons, SingleCare improves access and adherence to affordable medications and has helped millions of Americans save over $11 billion on their medications. 

RxSense is a great place to work! Our company has earned several prestigious awards, including Fast Company’s Most Innovative Companies, Forbes’ Top Startup Employers, Modern Healthcare's Best Places to Work in Healthcare, and Inc’s Best in Business and Best Workplaces.

Position Summary

The Client Services Analyst role is a critical role responsible for supporting all service and support requests received from our business partners. This requires expert problem-solving skills to be able to urgently interpret, troubleshoot, and resolve client inquiries in a fast-paced environment. This position requires coordinating and leading frequent interactions with multi-functional subject matter experts with personnel within RxSense and its’s business partners. An advanced working knowledge of all RxSense products, services and processes is a minimum requirement of success for this position. A thorough understanding of the PBM environment and broader healthcare system is preferred.

Primary Job Duties & Responsibilities

• The first point of contact for day-to-day management of service and support requests received from business partners.
• Intake, troubleshoot, and resolve any inquiry relative to claims processing, eligibility, file management, benefits administration, claim and drug pricing, non-consultative clinical logic, data analytics, and platform UI/UX.
• Maintain immaculate organization within email, ticketing, and reporting systems.
• Initiate and lead interactions with internal peers and business partners through phone, email and multiple web-systems on a daily basis to sustain the progression of issue resolution.
• Build and maintain exceptional relationships with clients and business partners.
• Attend and participate in meetings with clients and business partners as needed.
• Attend daily stand-up meetings, weekly team meetings, and other ad-hoc meetings as needed.
• Ability to rotate an on - call schedule outside of normal business hours.
• Effectively communicate with several multi-functional personnel and leaders affiliated with RxSense and it’s business partners.
• Maintain and excel in on-going training efforts as required by the introduction of new products, enhancements to existing products, introductions of new work processes and process improvement efforts.
• Set work priorities without supervisor assistance and work independently on a team.
• Exhibit compliant and ethical behavior in the performance of job responsibilities, including complying with all applicable federal and state laws and regulations,
• Assist efforts to continuously improve by assuming responsibility for identifying and bringing to the attention of responsible entities operations problems and/or inefficiencies.
• Support team members and participate in team activities to help build a high-performance team.

• Develop strong internal relationships and contacts within the company that are supportive of the achievement of client service requirements including attainment of performance guarantees and minimization of performance penalty expense.

• Demonstrate flexibility in areas such as job duties and schedule in order to aid in better serving our client’s business and operational goals.
  
  

Qualifications

• Bachelor’s degree in management information systems, project management, healthcare administration, or similar training and/or experience.
• 2+ years in related B2B client service role.
• 2+ years within the PBM industry, including understanding of pharmacy benefit strategies, is preferred
• Excellent keyboard and navigation skills and ability to learn new computer programs.
• Proven background in software-based front-end-user support.
• Adept ability with Microsoft Office (Word, Excel, PowerPoint, Access, Publisher, Outlook, Internet Explorer)
• Adept ability with SFTP tools
• Experience with navigating and converting various types of data files
• Atlassian Collaboration Software (Confluence, Jira)

Salary Range: $58,000 - $88,000

RxSense believes that a diverse workforce is a more talented and productive workforce. As such, we are an Equal Opportunity and Affirmative Action employer. Our recruitment process is free from discriminatory hiring practices and all qualified applicants are considered for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity, ancestry, age, or national origin.  Neither will qualified applicants be discriminated against on the basis of disability or protected veteran status.  We believe in the strength of the collaboration, creativity and sense of community a diverse workforce brings.