• Serve as the primary point of contact and liaison between account management and specialty pharmacy operations • Responsible for facilitating the resolution of specialty pharmacy escalated issues from the account management team's payer clients • Investigate and provide resolution to payer concerns regarding specialty dispenses to members • Analyze and monitor payer complaints to identify trends; develop and implement action plans to maintain high levels of quality service • Collaborate with account management and specialty pharmacy operations departments to investigate and resolve all issues • Expedite urgent orders and follow through to dispense • Document and provide status updates on outstanding issues • Monitor high risk members and prescriptions to mitigate risk • Work with internal teams to enhance processes based on expertise and client insight • Mentor, develop and train newly hired team members as assigned • Performs other duties as assigned • Complies with all policies and standards