About PharmaForce
PharmaForce is a leading provider of innovative pharmacy solutions, specializing in 340B Third Party Administration (TPA) and Pharmacy Benefit Management (PBM) services. We leverage cutting-edge technology and industry expertise to help healthcare providers, payers, and patients navigate the complex landscape of pharmacy management. Our mission is to enhance patient care and access to medications by optimizing pharmacy programs across the spectrum. At PharmaForce, we foster a culture of innovation and collaboration, continuously striving to develop solutions that make healthcare more accessible and affordable for all.
Position Overview
PharmaForce is seeking a knowledgeable and proactive Client Support Lead to serve as a senior escalation point for complex customer issues involving 340B covered entities, contract pharmacies, and split billing platforms. This role requires advanced problem-solving skills, the ability to provide clear guidance and mentorship to support specialists, and the expertise to navigate cross-functional collaboration with product, technical, and account management teams.
The ideal candidate will excel in translating complex technical workflows into clear solutions for customers while ensuring a consistent, high-quality support experience.
Key Responsibilities
Leadership & Team Oversight
- Lead and mentor the Client Support team, providing guidance, training, and performance feedback.
- Monitor workload distribution to ensure balanced case assignments and timely resolution of all customer inquiries.
- Serve as the senior escalation point for complex or sensitive customer issues.
Customer Engagement & Case Management
- Act as a primary point of contact for high-priority or escalated support cases involving covered entities, contract pharmacies, and split billing workflows.
- Maintain clear ownership of escalated issues, ensuring prompt follow-up and closure.
- Oversee accurate and detailed documentation of customer interactions in the case management system.
Platform Support & Troubleshooting
- Maintain deep knowledge of PharmaForce platform functionality, with emphasis on 340B workflows, claims processing, split billing logic, invoicing, and reporting features.
- Collaborate with technical and product teams to investigate, resolve, and prevent recurring customer issues.
- Provide advanced troubleshooting support for platform functionality, file uploads, reporting, and data discrepancies.
Process Improvement & Collaboration
- Partner with Implementation, Product, and Account Management teams to ensure smooth handoffs and consistent customer experience.
- Identify patterns in customer issues and recommend enhancements to improve workflows, reduce errors, and increase efficiency.
- Contribute to customer-facing knowledge base articles, training guides, and standard operating procedures.
Qualifications
Required
- 4+ years of customer support, implementation, account management, or client services experience in healthcare, pharmacy, or SaaS.
- Proven experience with 340B covered entity operations, contract pharmacy relationships, and split billing platforms.
- Strong knowledge of pharmacy claims data workflows, invoicing, and 340B compliance requirements.
- Excellent written and verbal communication skills with the ability to simplify complex technical concepts.
- Demonstrated experience in a fast-paced environment.
Preferred
- Experience with referral capture platforms and associated workflows.
- Familiarity with case/ticketing systems (e.g., Zendesk, Salesforce, HubSpot).
- Process improvement experience with measurable results in customer satisfaction and efficiency.
What We Offer
At PharmaForce, we value our employees and offer a comprehensive package to support your career growth and well-being:
- Competitive salary commensurate with experience
- Comprehensive health, dental, and vision insurance
- 401(k) plan with company match
- Collaborative and innovative work environment
- Remote-friendly work environment
Work Environment
- Location: Remote
- Travel: No
- Schedule: Full-Time
How to Apply
Interested candidates should submit your resume to Careers@thepharmaforce.com with the subject line "Client Support Lead - [Your Name]"
Equal Opportunity Employer
PharmaForce is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other protected characteristic.