Pharmacy Technician, Care Team

ABOUT THE ROLE:

Rightway exists to make pharmacy benefits fair, transparent, and easier to navigate. This role sits on the Rightway Operations team and is a member of the front line of that mission: the first point of contact for members, providers, and pharmacies with questions about benefits, prior authorization, claims, and clinical program enrollment. You'll work across phone, chat, and email applying the same standard of empathy and root cause problem solving no matter the channel a member chooses.

WHAT YOU’LL DO:

Serve as the primary point of contact for members, providers, and pharmacies across phone, chat, email, and written correspondence, delivering timely and accurate support regardless of communication channel.

Field and resolve inquiries related to mail order, benefit design, formulary coverage, medication cost, prior authorization criteria, and claims adjudication.

Seamlessly support interactions across phone, chat, email, and other digital channels while maintaining consistent quality and service standards.

Assist network pharmacies in processing prescription claims, reviewing claims for accuracy against benefit guidelines and contract standards.

Support clinical pharmacists with patient and provider outreach, including scheduling appointments, enrolling members in Rightway clinical programs, and following up on medication adherence.

Accurately document interactions and resolutions within internal systems to support continuity of care, quality assurance, compliance requirements, and operational reporting.

Take ownership of member, provider, and pharmacy issues from initial contact through final resolution, coordinating with internal teams when necessary to ensure timely and complete resolution.

Utilize AI-enabled tools and internal knowledge systems to efficiently resolve inquiries, document interactions, and deliver a consistent member experience.

Foster a team environment that values cooperation, respect, and diversity, and take on other duties and projects as assigned.

WHO YOU ARE:

Education: associate's or bachelor's degree preferred, or equivalent relevant work experience.

Certification: Active/Current National Pharmacy Technician Certification (PTCB, NHA)

Experience: 1 to 3 years as a pharmacy technician in a health plan, retail pharmacy setting, TPA, or PBM contact center role. Mail order and specialty pharmacy backgrounds are also a strong fit.

Working knowledge of pharmacy claims adjudication, benefit design, and PBM terminology.

Detail oriented, adaptable, and analytical, with the ability to dig past a symptom to find and resolve the true root cause.

Empathetic and intellectually curious, with a genuine desire to improve a member's healthcare experience and deliver concierge level service across every channel.

Comfortable multitasking and prioritizing across concurrent phone, chat, and email queues, with the independence to manage your own workload.

Comfortable supporting multiple lines of business and shifting priorities based on business needs, seasonal demand, and service levels.

COMPENSATION: $21.50 - $22.00/hr

Compensation offered will be determined by geographic location, experience, and qualifications.