This position is full-time, remote (Work at Home), non-exempt, and requires schedule flexibility based on business needs.

Description:

Position Summary:

As a Rep II, Operations, you will support Medicare members, prescribers, and providers by processing coverage-related requests across both phone and fax (offline) channels. This role integrates responsibilities previously segmented by channel (phone vs. fax) and line of business (Medicare Part D and applicable Medicare Part B processes), reflecting the organization’s modularized training model in which colleagues progressively learn, practice, and apply end-to-end skills before fully transitioning to production work.



In this role, you will be responsible for accurate case setup, review, outreach, documentation, and timely resolution of requests in accordance with Medicare guidelines, CMS-mandated timelines, and internal quality standards. You will demonstrate strong attention to detail, professional verbal and written communication skills, and the ability to problem-solve in a highly regulated, fast-paced environment. Work will be performed through a combination of inbound and outbound phone interactions and fax-based casework.

Role Context (Training Model Alignment):
This role reflects an integrated Rep II model aligned with modularized training. Colleagues are trained across both phone and fax-based workflows and progressively apply learned skills through practice before full production deployment. Channel assignment (phone vs. offline work) and case mix may vary based on business needs, proficiency, and operational demand.

Any remaining discrepancies between legacy role definitions (phone vs. fax, Part D vs. Part B) can be addressed individually without altering the core scope of this position.



Duties
Primary Duties and Responsibilities:

Case Intake, Review, and Processing (Phone & Fax):
Process incoming coverage-related requests (e.g., prior authorizations, coverage determinations, drug benefit exceptions, appeals) via phone and fax from members and prescribers.
Accurately set up cases, review documentation, and apply work instructions to ensure correct and timely processing.
Read, analyze, and interpret business correspondence, technical procedures, and Medicare regulations to support decision-making.

Outreach and Information Gathering:
Conduct outbound calls to members and providers to obtain missing or additional information required to complete requests.
Communicate clearly, professionally, and empathetically while projecting a positive business image.

Documentation, Accuracy, and Compliance:
Provide clear, concise, and accurate documentation of all case activity across systems.
Ensure all cases are properly closed and meet CMS-mandated timelines, department productivity expectations, and quality standards.
Identify and research issues in the overall process and correct errors when identified.

Escalation and Collaboration:
Raise complex issues or clinical questions to Coverage/Organization Determination Clinical Pharmacists or management as appropriate.
Collaborate with peers, trainers, and leaders while progressing through modular training and skill expansion.

Continuous Learning and Development:
Acquire and maintain working knowledge of evolving work instructions, systems, and Medicare guidance (Part D and applicable Part B processes).
Participate in coaching, feedback, and development discussions with direct leadership.

Required Qualifications:
Experience:
o Minimum of 6+ months customer service, healthcare, pharmacy, call center, or related experience.

Education:
o Verifiable High School Diploma or GED required.

Skills and Abilities:
o Strong verbal and written communication skills.
o Ability to problem-solve and manage multiple concrete variables in standardized situations.
o Proficiency navigating multiple computer systems simultaneously in a Windows-based environment.
o Ability to interpret work instructions delivered through multiple systems and formats.
o Ability to perform basic mathematical calculations.
o Typing ability of 30 WPM or greater.

Preferred Qualifications:
Call center experience.
Experience in a PBM, managed care, or healthcare environment.
Experience handling confidential patient or member information.
Familiarity with multi-system workflows (e.g., claims platforms, case management systems, internal databases).
Pharmacy Technician Certification (CPhT) or related education.

Schedule and Work Environment
Schedule:
o Flexibility to work shifts between 7:00am – 8:00pm CST (Monday–Friday) and rotating weekend or holiday coverage as required by business needs.
o Overtime and extended hours may be required during peak periods.



Work Environment:
o Remote, work-from-home position.
o Dedicated, secure, and quiet home workspace required.
o Reliable high-speed internet with ability to hard-wire into company equipment (no wireless connection).

This position is full-time, remote (Work at Home), non-exempt, and requires schedule flexibility based on business needs.
Fully remote (never coming onsite)
safety sensitive

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status