Summary Role and Responsibilities Receives calls from pharmacies, clients, and members and provides the requested information or support while following IPM’s policies and procedures for the release of information Troubleshoots pharmacy claims submission and document calls in a ticketing system Understanding of pharmacy benefit plans and how to access the plan information, as well as how to communicate this information to members accurately Escalates incoming customer service calls when needed to the appropriate party for resolution Assist with keeping the pharmacy outreach queues up to date Cross-department support with projects as needed Takes after-hours calls on rotation with