L2 Patient Support Operations Analyst

Required Skills & Experience

Two- to four-year degree or equivalent work experience, with 2-3 years of prior experience in pharmaceutical patient support, patient assistance programs (PAP), copay or rebate administration, or healthcare call center operations.

• Demonstrated experience handling Protected Health Information (PHI) with strict adherence to HIPAA, state healthcare privacy laws, and regulatory compliance standards.
• Strong written communication, analytical problem-solving, and critical-thinking skills to evaluate complex application rejections, navigate financial eligibility rules, and manage appeal workflows.
• Ability to work comfortably across dual CRM systems simultaneously without dedicated IVR or telephony automation, utilizing email and case-based queuing.

Nice to Have Skills & Experience

• Prior experience with patient assistance programs or free-goods pharmaceutical support initiatives.
• Hands-on familiarity with fraud detection, application audit controls, and risk mitigation protocols within financial assistance programs.
• Technical proficiency in enterprise CRM platforms, such as Salesforce Health Cloud, Microsoft Dynamics 365, or Polaris, and omnichannel contact center software, such as Five9 or Genesys Cloud CX.

Job Description

Deliver responsive, accurate, and high-quality escalation support for low-income and vulnerable patients seeking access to critical pharmaceutical medications.

• Research, evaluate, and resolve complex Level 2 escalated issues received via email queues and case referrals, including free-goods application rejections, appeal overrides, copay card issues, and rebate inquiries.
• Navigate and update records across two primary CRM systems to maintain single-source-of-truth data integrity and help prevent disruption to patient medication delivery.
• Execute fraud and program abuse detection controls by identifying suspicious trends, auditing submitted documentation, and escalating potential compliance violations to leadership.
• Maintain rigorous adherence to HIPAA regulations and PHI privacy standards during all patient, provider, and pharmacy case interactions.
• Collaborate effectively with Level 1 service desk teams to provide guidance on common escalation triggers and improve first-contact resolution rates.
• Participate in continuous improvement projects, platform updates, and compliance audits to optimize escalation workflows and operational efficiency.