Clinical Operations Specialist

Job Description

Clinical Operations Specialist

Empi Rx Health is the leading clinically-driven pharmacy benefits management company. As the pioneer in value-based pharmacy care, Empi Rx Health puts its customers and members first by enabling them to take control of their pharmacy benefits, healthcare outcomes, and financial results. We place more emphasis on member care than any other PBM by focusing on health outcomes first. Our pharmacists and clinicians are at the center of everything we do―and our population health solution delivers tailored strategies for our clients.

Leveraging our newly launched, AI-powered pharmacy care platform, Clinically ™ , Empi Rx Health’s pharmacists and client experience teams provide the highest quality pharmacy care to our clients and their members. This enables benefits plan sponsors to keep their members healthy, happy, and productive, while substantially reducing prescription drug spending, which has been on an explosive growth trajectory in recent years.

• Provide efficient administrative and operational support to adjudication, prior authorization, and clinical review teams.
• Accurately process claim overrides and case documentation in accordance with standard operating procedures (SOPs).
• Ensure compliance with all turnaround times and quality metrics to meet member and client expectations.
• Assist clinical pharmacists and operations teams with workflow management and reporting needs.

• Meet established case completion targets and maintain adherence to Empi Rx Health’s 2-hour SLA for escalation requests.
• Proactively monitor case queues to ensure timely follow-up and resolution.
• Escalate high-priority or complex issues promptly to leadership.

• Collaborate effectively with clinical pharmacists, call center representatives, and internal stakeholders to ensure efficient communication and case handling.
• Partner with internal departments, such as Member Services and Client Management, to deliver exceptional service and seamless issue resolution.
• Maintain a proactive and solutions-focused approach in all interactions.

• Demonstrate Empi Rx Health’s white-glove service standards in all communications and interactions with internal and external partners.
• Ensure precision, consistency, and adherence to defined processes in all assigned tasks.
• Identify opportunities to streamline administrative procedures and improve operational efficiency.

• Manage multiple priorities in a fast-paced, high-volume environment with professionalism and attention to detail.
• Communicate effectively in both written and verbal formats, ensuring clarity and accuracy.
• Maintain confidentiality and professionalism in all correspondence and case-related documentation.

• Perform additional duties as assigned by the Clinical Operations Manager or department leadership.
• Support special projects or workflow initiatives as directed.

• High school diploma required.
• Bachelor’s degree preferred.

• Certified Pharmacy Technician (CPhT) required.
• Active Pharmacy Technician License preferred.

• Minimum 5 years of pharmacy experience, including at least 2 years in claims adjudication and 2 years in prior authorization processes.
• 2 years of experience in a PBM, health plan, or related healthcare environment preferred.

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Exceptional attention to detail and organizational skills.
• Strong customer service orientation and interpersonal skills.
• Demonstrated ability to meet tight deadlines and manage multiple tasks efficiently.
• Strong critical thinking and problem-solving capabilities.
• Must be able to work on-site five days per week.

Monday – Friday | 10:30am-7pm EST

Fully On-Site in Orlando Florida, (5 Days per Week)

Subject to program eligibility, this position qualifies for a robust suite of benefits including:
Paid Time Off, a 401(k) program, Health Insurance including Dental &…