Help Desk Manager: Pharmacy & Medical Claims

Company: InfinityRx

Location: Long Island, NY

Salary Range: $65k-$75k

About InfinityRx

InfinityRx is a healthcare technology and services company focused on improving patient access and affordability for life-saving therapies. We partner with pharmaceutical manufacturers, healthcare providers, pharmacies, and service vendors to administer patient affordability and support programs through proprietary technology and operational expertise.

As we continue to grow, we are expanding our internal Help Desk capabilities to support complex healthcare partnerships in a highly regulated environment.

Job Overview

We are seeking a dynamic and energetic Help Desk Manager specializing in Pharmacy and Medical Claims to lead our customer support operations. In this pivotal role, you will oversee a team dedicated to resolving complex pharmacy and medical claims issues, ensuring seamless client experiences and operational excellence. Your leadership will drive cross-functional collaboration, data-driven decision making, and continuous improvement in service delivery. This role centers around leading a team of claims representatives and optimizing real-time point-of-sale (POS) claim adjudication for claims submitted by pharmacies and the processing medical claims from providers and patients. This position offers an exciting opportunity to manage a high-performing team within a fast-paced environment, fostering a culture of exceptional client service and technical proficiency.

Responsibilities

• Lead and supervise a team responsible for handling pharmacy and medical claims processing, ensuring timely and accurate resolution of claims processing issues.
• Develop, implement, and optimize processes for claims management, leveraging CRM systems and analytics tools to enhance efficiency.
• Collaborate with cross-functional teams including clinical, IT, and customer service to streamline workflows and improve overall service quality.
• Coach and mentor team members to elevate their technical skills, customer service capabilities, and professional growth through ongoing training and feedback.
• Work with management to ensure clarity in communications, program strategies, clarity, professionalism, and satisfaction across all touchpoints.
• Utilize data analysis to identify trends, root causes of issues, and opportunities for process improvements or sales growth initiatives.
• Oversee call center operations related to pharmacy and medical claims support, maintaining high standards of customer service management.

Skills

• Proven leadership experience managing teams in customer support or call center environments with a focus on pharmacy or medical claims a must.
• Experience working in a pharmacy, medical office, clinical setting or claims processing office a must.
• Technical proficiency related to pharmacy benefit management systems, claims processing platforms, and data analysis tools a plus.
• Ability and familiarity with reading EOBs, claim submission forms (CMS1500, 1450), 837P transactions, and patient assistance programs a plus.
• Strong proficiency in Microsoft Office suite and knowledge of CRM systems used for client relationship management and data tracking. Experience with Atlassian a plus.
• Excellent management skills with the ability to coordinate cross-functional collaboration seamlessly, demonstrated experience in project management, , and supervising teams in fast-paced settings.
• Analytical mindset with the ability to interpret data for decision making; familiarity with analytics tools is a plus.
• Customer service expertise with a focus on customer communication, negotiation skills, and managing expectations effectively.

Join us as we empower our team members to deliver outstanding service while advancing your career through leadership development opportunities!

Benefits

• 401(k)
• Employee assistance program
• Flexible schedule
• Paid time off
• Modern Office
• Annual merit-based salary increases
• Fully stocked snack kitchen