WellDyne

Customer Support

• Oversee the customer experience for Specialty pharmacy
• Lead Customer Care Specialty Supervisors and drive service excellence across all communication channels
• Serve as a key internal partner for Specialty Pharmacy Operations and Client Services
• Make operational decisions, manage performance, and lead continuous improvement initiatives
• Provide leadership and direction to ensure consistent, accurate, and high-quality customer care support
• Develop and mentor leadership staff and foster ownership and service excellence
• Lead and manage specialty contact center operations in coordination with Work Force Optimization
• Ensure service levels, quality standards, and performance metrics are met or exceeded
• Collaborate with the specialty pharmacy pharmacist-in-charge to meet pharmacy goals
• Coordinate with internal stakeholders, healthcare providers, patients, and vendors to enhance patient access to therapy
• Identify process improvements, implement best practices, reduce waiting times, and improve patient outcomes
• Collect, analyze, and report key program metrics and provide updates to senior leadership
• Ensure compliance with HIPAA, accreditation standards, and organizational policies
• Manage escalated patient, provider, client, and operational issues
• Support hiring, onboarding, training, performance management, and succession planning
• Lead quality improvement initiatives and corrective action plans
• Foster accountability, professionalism, continuous improvement, and patient-centered care
• Perform other duties as assigned

Manager, Specialty Customer Care

Implementation Specialist

• Oversee HealthDyne client implementations and related change management
• Coordinate internal operational functions for prescription benefit management, mail order, and specialty pharmacy services
• Lead successful onboarding of large, complex clients with unique service requirements
• Serve as primary implementation operations contact for strategic partners
• Support Sales and attend finalist meetings
• Manage key strategic client and partner implementations and strategic initiatives
• Apply project management expertise and HealthDyne operational processes to facilitate successful implementations
• Provide Sales and Client Service support through direct customer contact
• Execute projects in compliance with contractual requirements
• Create and maintain detailed project plans, facilitate requirements-gathering sessions and status meetings, and report project health
• Facilitate interdepartmental communication across Finance, IT, Mail Pharmacy Operations, Specialty Pharmacy Operations, Hub Services, and other departments
• Lead development and documentation of Standard Implementation Procedures
• Report critical path items, opportunities, and overall customer standing to the HealthDyne leadership team
• Deliver appropriately positioned information to various client types
• Execute post-implementation improvement initiatives and develop processes to mitigate future implementation risks
• Travel occasionally as required

Senior Implementation Manager

Pharmacist

• Oversee daily pharmacy operations and designated pharmacy program activities
• Manage dispensing processes, workflow, inventory, security procedures, and quality assurance activities
• Develop and maintain pharmacy policies, procedures, operational standards, program protocols, quality assurance protocols, work instructions, and training materials
• Support pharmacy staff through hiring, onboarding, training, competency development, coaching, performance management, and professional development
• Monitor and improve pharmacy operational performance, service levels, quality metrics, and program effectiveness
• Support implementation of designated pharmacy programs, technologies, workflows, automation opportunities, client solutions, and operational improvement initiatives
• Maintain relationships with regulatory agencies, vendors, clients, healthcare partners, and internal stakeholders
• Ensure compliance with Board of Pharmacy requirements, HIPAA standards, accreditation requirements, contractual obligations, client requirements, and program-specific requirements
• Support Board of Pharmacy inspections, internal audits, external audits, and client or vendor audits
• Manage pharmacy audits, inspections, corrective action plans, remediation activities, compliance reporting, and follow-up documentation through closure
• Oversee pharmacovigilance activities, including adverse event intake, triage, documentation, evaluation, escalation, reconciliation, and timely reporting
• Review adverse events, product complaints, medication errors, and safety-related reports for completeness, accuracy, seriousness, expectedness, reportability, and follow-up actions
• Lead or support investigations, root cause analysis, corrective and preventive action planning, and continuous improvement initiatives
• Ensure staff training on adverse event identification, documentation, escalation pathways, privacy requirements, and patient safety expectations
• Prepare and present clinical quality, pharmacovigilance, and patient safety performance updates to leadership, clients, vendors, and regulatory or accreditation stakeholders

Advisor Pharmacist – Designated Pharmacy Program

Technician

• Create prescription orders following all pharmacy procedures and guidelines
• Accurately interpret and enter prescription information into the prescription processing system
• Perform standard pharmacy functions in compliance with established procedures
• Maintain patient confidentiality in accordance with HIPAA regulations
• Verify patient identity using date of birth, address, and other identifiers before initiating orders
• Ensure prescription details are accurate and complete prior to processing
• Complete and update patient profiles
• Adhere to and support all company policies and procedures
• Conduct a PD3Q quality check before finalizing and submitting orders
• Perform additional duties as assigned

Item Entry Technician

Financial Planning and Analysis

• Analyze revenue cycle data to identify trends, variances, and improvement opportunities
• Support month-end and quarterly financial close processes related to revenue cycle activities
• Prepare financial reports, dashboards, and presentations for management review
• Prepare and maintain External WellAssist (EWA) client reporting, including payment and utilization data
• Extract, transform, and validate data from multiple sources using SQL and reporting tools
• Develop and maintain dashboards and KPI reporting for EWA payment activity, remittance performance, turnaround times, and client-specific metrics
• Partner with Revenue Cycle, Client Success, Operations, and Finance teams to validate data and resolve reporting discrepancies
• Collaborate with billing, collections, and operations teams to ensure accurate revenue recognition
• Monitor key performance indicators related to revenue cycle efficiency and effectiveness
• Participate in ad hoc financial analysis and special projects
• Maintain and update financial models and forecasting tools related to revenue cycle performance

Financial Analyst – Revenue Cycle

• Supervise the department and ensure the accuracy and completion of all work produced
• Prepare financial statements, including balance sheets, income statements, and cash flow statements for required entities
• Prepare financial reporting packages for management
• Perform assigned analyses
• Analyze and reconcile general ledger accounts
• Review assigned reconciliations
• Prepare, review, and submit month-end reports
• Prepare and distribute monthly financial reports to internal customers
• Prepare forecasting templates for upload into Great Plains
• Liaise with external auditors during the annual review
• Develop procedures to streamline accounting processes
• Eliminate duplicate processes and unnecessary reports
• Supervise physical inventory
• Review and analyze cash flow models
• Review and post assigned journal entries in Great Plains
• Process ACH transactions and wires as needed
• Complete special projects as requested

Manager, Specialty Customer Care

Senior Implementation Manager

Advisor Pharmacist – Designated Pharmacy Program

Item Entry Technician

Financial Analyst – Revenue Cycle

Manager, Accounting – Financial Reporting