The Trade Operations Specialist is part of our pharmacy team and is responsible for implementing patient cost benefit program business rules with Mercalis’ processing partners   They implement the program service requirements to ensure delivery on time and to the exact specifications.  The Specialist is also responsible for troubleshooting and problem solving any issues and concerns from clients, and various internal teams and is the liaison between internal departments to coordinate work as required to efficiently deliver the services required for programs. 

• Reviews request inputs/requirements for accuracy and completeness
• Works closely with our pharmacy claims processing partners to implement and oversee our copay and voucher programs
• Serves as SME for multiple internal teams
• Completes requests for configuration of systems/applications for service instances in support of programs
• Provides end-user support during and after the implementation process
• Review and execute the day-to-day activities of assigned service area
• Receive, evaluate, and execute service implementation tasks for assigned services
• Identify process and system improvements to create efficiencies with measurable outcomes
• Relies on experience and judgment to accomplish tasks and goals
• Provide basic, technical, service-related solutions through collaboration with stakeholders
• Serve as liaison for account, operational and technical teams for assigned service(s)
• Monitor service KPIs to identify, submit, and resolve service delivery incidents/problems
• Recommend updates to policies and procedures for all assigned services

• 1-2 years of service-related experience in operations, customer service, systems and/or product development
• Comfort level working in multiple technology systems/platforms
• Directly supporting and liaising between the client facing teams and technology and operational delivery teams
• Understands concepts of relational databases and structures
• SQL experience a plus
• MS Excel skills / ability to review data sets to conclude outcome
• Ability to collaborate with users to articulate requests, issues and resolution on time
• Must possess excellent written and verbal communication skills
• Ability to interact with vendors, contractors, sub-contractors, internal partners
• Proven problem-solving abilities
• Logical and efficient with keen attention to detail
• Superior organizational skills including detailed documentation