Customer Operations Analyst

ReUnite Rx partners with drug manufacturers, fertility clinics, and specialty pharmacies to improve access to fertility care for patients throughout the United States.

The Customer Operations Analyst leads operational projects, owns recurring performance reporting, and serves as a positive, professional representative of the ReUnite Rx brand for patients, clinics, and pharmacy partners. This role listens to and identifies needs, investigates and conducts root-cause analysis, negotiates appropriate solutions, and delivers clear, professional communication to every party involved — whether resolving a single patient's issue by phone or presenting operational trends to leadership.

We're looking for an energetic, reliable, and detail-oriented Analyst who thinks creatively under pressure, is comfortable being the primary phone contact for patients, clinics, and pharmacy partners, and can turn day-to-day operational data into decisions that improve product availability, reduce costs, and raise customer satisfaction.

Responsibilities

• Lead cross-functional operational projects from scoping through completion, coordinating across internal teams, pharmacy partners, and manufacturers.

• Own recurring reporting cadences — daily, weekly, and monthly — on key operational and customer metrics, translating findings into clear, easy-to-understand reports and presentations for leadership.

• Analyze data and make independent decisions to resolve technical and process issues, applying root-cause analysis to identify and negotiate the appropriate solution.

• Serve as a positive, professional representative of the ReUnite Rx brand in every interaction with patients, clinics, pharmacy partners, and manufacturers.

• Respond efficiently and accurately to patients, clinics, and pharmacy partners by phone, email, and mail — offering solutions and ensuring every caller feels supported and valued.

• Engage in active listening with callers, confirming and clarifying information, and de-escalating frustrated or distressed patients as needed.

• Conduct training for pharmacy and clinic partners as well as internal staff on ReUnite Rx products, services, and processes.

• Maintain and strengthen relationships with internal teams, clinics, pharmacy partners, and manufacturers to improve overall business performance.

• Assist Operations leadership with additional projects and administrative tasks as needed.

• Utilize company software, scripts, and tools appropriately, and adhere to all company policies and procedures.

Requirements

• High School Diploma or equivalent.

• Strong computer skills; proficient in Microsoft Office Suite, particularly Excel.

• Customer relationship management experience, ideally with patients or other healthcare consumers.

• Excellent verbal and written communication skills.

• Demonstrated ability to think creatively and challenge existing processes to solve novel or recurring problems.

• Sharp attention to detail paired with strong analytical and problem-solving skills.

• Experience with mediation and conflict resolution techniques.

• Strong time management, organizational, and decision-making skills.

• Comfortable working extensively by phone with patients, clinics, and pharmacy partners.

• Flexible and adaptable to a changing environment and new types of work.