Pharmacy Help Desk Representative

Join Independent Health as a Pharmacy Help Desk Representative and help pharmacies and internal teams move through reimbursement and policy questions with clarity and speed. This hybrid role in Buffalo, NY pairs customer-focused support with hands-on training and collaboration, while offering a scorecard incentive, full range of benefits, and generous paid time off.

What you’ll do

In this position, you will provide assistance to pharmacies and internal servicing representatives to resolve pharmacy issues tied to reimbursement, proper use of policy and procedures, and coordination of the resolution process. Your work supports smoother operations through pharmacy education and timely follow-through.

• Help address and resolve pharmacy issues related to reimbursement, policy/procedure utilization, and coordination of resolution to streamline the process through education
• Work toward service level targets of 75% (80% for Medicare calls) and support goals to increase pharmacist satisfaction
• Act as a pharmacy advocate when coordinating outcomes for pharmacies and internal teams
• Support pharmacy department needs by assisting with prior authorization entry and other assigned projects
• Assist with training new pharmacy help desk representatives

What you’ll need

• High School diploma or GED required; Associates degree preferred
• 1 year of customer service and/or call center operations experience, including 6 months of pharmacy experience required, or pharmacy tech certification
• General knowledge of drug names, therapeutic categories, dosage forms, manufacturers, and packaging
• Excellent written and verbal communication plus problem solving skills, including the ability to absorb new concepts
• PC and Windows experience including typing skills
• Familiarity with on-line claim systems preferred
• Math aptitude for simple drug requirement calculations using dosing and price information
• Ability to demonstrate IH values: Passionate, Caring, Respectful, Trustworthy, Collaborative, and Accountable

Tools you’ll use

• Windows and PC
• On-line claim systems

Location, schedule, and compensation

This is a hybrid position with onsite attendance required at the Williamsville location.

• Compensation: $20.00 per hour (hiring compensation range). Pay may vary based on skills, education, location, and experience. Base salary range may be changed in the future.
• Schedule requirements: Occasional holidays, weekends, overtime, and on-call responsibilities
• Work visa sponsorship: Immigration or work visa sponsorship will not be provided for this position