Lead of Special Handling - Internal Applicants Only

As we continue to grow, we are seeking a Lead of Special Handling to join our award‑winning specialty pharmacy team. About Ardon Health At Ardon, we are passionate about our mission to inspire people and improve lives through the delivery of high‑quality, compassionate healthcare services. Our innovative work environment in Portland, Oregon centers around uplifting collaboration with our employees as we care for patients. Our commitment to cultivating talent and fostering growth within our organization keeps Ardon ranked among the top 100 companies to work for in Oregon. *Recognized as a Top Workplace by the Oregonian in 2021, 2022, 2023 and 2024* Our specialty pharmacy Our state‑of‑the‑art specialty pharmacy provides medications that are often used to treat complex or rare conditions. We deliver services to enhance the patient experience within the comfort of their home. We remove barriers to care and provide patients with the education, clinical care and supportive services they need on their treatment journey. We work to build trusted relationships and to be a resource where patients can turn for help. What it’s like to work with our team Our progressive work environment embodies the notion that life is meant to be shared and lived well, through hard work, compassion, and camaraderie. Together, we enjoy team meals and celebrate events and company milestones. Employees like to relax in our lounge equipped with amenities that promote wellness and fun. We volunteer to support patient advocacy organizations within our community. Our employee‑run DEI Group is dedicated to diversity and inclusion. To learn more about our team and what we do, watch our video at Join us! Do you want a dynamic career opportunity where you can make a difference? Explore the potential of your pharmacy experience in an elevated role. We are recruiting a Lead of Special Handling to join our team of health care professionals. This position provides support to the Supervisor/Manager of Patient Services by assisting with the daily operations of the call center and special handling. The Lead of Special Handling will be responsible for monitoring call statistics throughout the day and adjusting phone coverage as needed while also providing exceptional customer service to patients and providers. The Lead of Special Handling will be an expert in all aspects of manufacturer special programs, claims processing, benefits investigation, copay assistance programs, as well as a liaison between third‑party providers, patients, HUBs, manufacturers, and medical providers. Job type: Full‑time Pay Range: $30.12 - $37.66 depending on experience. Actual pay is based on qualifications. Applicants who do not exceed the minimum qualifications will only be eligible for the low end of the pay range. Benefits: Competitive pay Flexible PTO and paid company holidays Medical, dental, vision, disability and life insurance 401K match Position specifications : 1. Education and experience a. Required: High school diploma or GED. Active Oregon Pharmacy Technician License or Certified Oregon Pharmacy Technician License. b. Preferred: Minimum 2 years work experience in a pharmacy setting, including 1 year of experience working in Specialty Pharmacy. Successfully meets all essential functions of a Patient Care Advocate and Special Handling Specialist. Prior work experience in a customer service setting. 2. Physical and mental functions and activities Must be able to multi‑task and work in a fast‑paced environment. Must have excellent verbal, written, and interpersonal communication skills. Must be able to express oneself, detect, perceive, observe, and assess information exchanged in a variety of communication methods. Must demonstrate proficiency with computer applications. Must work independently as well as part of a team. 3. Working conditions Work is performed primarily at a desk, with extensive keyboard and telephone work in a stationary position. Business needs may occasionally require work in excess of 40 hours per week, including work outside of the standard work week. 4. Contact with others Internally with Ardon employees across multiple departments. Externally with patients, prescribers, prescriber agents, clients, third‑party payers, HUBs, and manufacturers. Essential functions and activities :

1. Acts as liaison between company, patients, physician’s office, manufacturer, HUBs, and third‑party payers.
2. Helps train new employees in operating systems and customer service.
3. Assists team with troubleshooting and resolution of escalated inquiries.
4. Maintains current knowledge of all manufacturer programs and compliance requirements.
5. Assists supervisor/manager with auditing.
6. Assists PCAs with payment exception, billing, copay assistance, and prior authorization issues in tandem with Referral Resource Specialist.
7. Areas of focus but are not limited to the following:

a. Call system monitoring b. Pharmacy software reporting system c. FEO call center schedule d. Scheduling queue e. Follow‑up queue f. Inbound call duties g. Outbound call duties h. Communication with pharmacist i. Communication with payers j. Manufacturer program compliance 8. Reviews new prescriptions and ensures all necessary information, including insurance verification, is available to process orders. 9. Explains all company programs and services to patients and physician offices staffs. 10. Communicates with patients as needed regarding prescription refills and refers any medication or illness related questions or concerns to a board licensed healthcare professional, including but not limited to nurses, pharmacists, and supervised pharmacy interns. 11. Schedules prescription refills. 12. Maintains documentation of calls to and from patients. 13. Contacts patients to schedule deliveries, confirm addresses, inform of any co‑payments involved, and notify of payment responsibilities. 14. Communicates patient status to physician’s offices, clinics, HUBs, and manufacturers. 15. Maintains patient confidentiality. 16. Utilizes operating systems and tools to help manage patient therapy and refill compliance. 17. Processes and follows up on payer denials, consulting with the insurance plan and patient as needed. 18. Initiates timely, accurate, courteous, and concise responses to escalated inquiries. 19. Partners with manufacturer/HUB to ensure streamlined communication and minimize service interruptions. 20. Assists with ADE reporting when needed. 21. Monitors and reports to supervisor and team any changes in manufacturer program rules that impact specialty pharmacy program adherence. 22. Maintains active Oregon license. Informs supervisor within 1 business day (and Oregon Board of Pharmacy within 10 days) of any arrests, convictions, suspected or known violations of law, or any other conduct that might affect or has affected license status. Reports to Oregon Board of Pharmacy within 15 days any changes to name, residence address, or mailing address, email, phone, or employment. 23. Resolves complex issues and concerns for dedicated accounts, and provides educational information to client, business, and channel partners. 24. Works with HUB for limited distribution drug referrals. 25. Assists with technical training and serves as point of contact for testing new processes; aids in developing procedures and job aids as needed. 26. Participates in and assists with manufacturer program implementation. 27. Manages manufacturer and payer program reporting when applicable. 28. Actively participates and provides support as needed to leadership and quality program staff to ensure activities related to the company’s quality management program and quality improvement activities maintain priority focus and are effectively executed. This may include but is not limited to activities that promote objective and systematic measurement, monitoring, and evaluation of services and defined Quality Improvement Projects (QIPs) that may result from such efforts. 29. Complies with the company’s Human Resources policies, Employee Handbook, Code of Conduct, and all department policies and procedures, including protecting confidential company, employee, and customer information; attending work punctually and regularly; and adhering to good safety practices in all activities. 30. Performs other duties and responsibilities as assigned. Additional/non‑essential functions and activities : 1. Performs or supports administrative tasks as needed. Our ideal candidate has: Strong communication and interpersonal skills. Ability to effectively collaborate in a team setting. Proficiency in standard workplace software and/or information management applications. Prior experience working in a pharmacy or healthcare setting. Ability to navigate computer applications. Ability to work in a fast‑paced environment. Knowledge of pharmacy benefit investigation, prior authorization support, and patient financial assistance connection. Prior experience working with physicians, nurses, or other healthcare professionals. Ardon Health seeks to allow equal employment opportunities for all qualified persons without regard to race, religion, color, age, sex, sexual identification or orientation, national origin, marital status, disability, veteran status, or any other status protected by law. #J-18808-Ljbffr Ardon Health, LLC.