Franchise Support Specialist

Vital Care (www. vitalcare. com) is the premier pharmacy franchise business with franchises serving a wide range of patients, including those with chronic and acute conditions. Since 1986, our passion has been improving the lives of patients and healthcare professionals through locally-owned franchise locations across the United States. We have over 100 franchised Infusion pharmacies and clinics in 35 states, focusing on the underserved and secondary markets. We know infusion services, and we guide owners along the path of launch, growth, and successful business operations. What we offer: Comprehensive medical, dental, and vision plans, plus flexible spending, and health savings accounts.

Paid time off, personal days, and company-paid holidays. Paid Paternal Leave. Volunteerism Days off. Income protection programs include company-sponsored basic life insurance and long-term disability insurance, as well as employee-paid voluntary life, accident, critical illness, and short-term disability insurance. 401(k) matching and tuition reimbursement. Employee assistance programs include mental health, financial and legal. Rewards programs offered by our medical carrier. Professional development and growth opportunities. Employee Referral Program. Job Summary: Perform functions to ensure Franchise support. Including initial intake, billing, and collections investigation to determine the root cause of performance issues.

Will cultivate an environment of outstanding customer service as the voice of the company in all interactions with franchise partners, payers, and patients. Duties/Responsibilities: First level of review for Franchise and patient complaints to identify concerns and bring root cause resolution. Act as the single point of contact for Franchise leadership. Assist in reviewing cost refunds and royalty reductions when requested. Track the distribution of workloads, conduct ongoing needs assessments to identify staffing opportunities, and report those to the Revenue Cycle Manager. Cultivate an environment of customer service through training and mentoring staff.

Monitor team activities and work with RCM Leadership to provide guidance, training, and improved skills in patient insurance billing, collections, benefit investigation, and insurance authorizations. Monitor team results to evaluate compliance with quality and productivity expectations and identify improvement opportunities. Work alongside the Revenue Cycle Manager to actively identify payer issues along with process analysis to ensure effective intake/billing/collection efforts. Review denial trends to implement training and clean claim turnaround time. Host weekly/monthly calls with Franchises to review RCM KPI Dashboard, AR >90, and look for opportunities to improve overall performance.

Host onboarding calls with new Franchises to assist with initial RCM Training. Perform other related duties as assigned. Required Skills/Abilities: Highly effective communicator with superior listening, understanding, speaking, and writing skills. Solid knowledge of business and ability to analyze data to identify actions to be taken. Lead by example and strong team-building skills, with the ability to influence, lead, teach, train, counsel, and coach to accomplish organizational goals. Ability to identify training requirements and develop and implement training models to improve results. Demonstrated knowledge of current pharmacy applications and MS Office software, including strong Excel proficiency.

Strong customer service and leadership skills to develop a customer-centric culture and instill ownership of the customer/patient experience. Ability to work collaboratively across functional teams and manage projects. Analytical skills and business acumen demonstrated through proven problem-solving and the ability to exercise solid professional judgment in analyzing business issues and exploring options for resolution. Education and Experience: Minimum 1-2 years of experience working on a customer service team in an infusion setting required. High school diploma or equivalent required. Physical Requirements: Sitting: Prolonged periods of sitting are typical, often for the majority of the workday. Keyboarding:

Frequent use of a keyboard for typing and data entry. Reaching: Occasionally reaching for items such as files, documents, or office supplies. Fine Motor Skills: Precise movements of the fingers and hands for tasks like typing, using a mouse, and handling paperwork. Visual Acuity: Good vision for reading documents, computer screens, and other detailed work. Be part of an organization that invests in you! We are reviewing applications for this role and will contact qualified candidates for interviews. Vital Care Infusion Services is an equal-opportunity employer and values diversity at our company.

We do not discriminate on the basis of color, race, sex, age, religion, national origin, disability, genetic information, gender identity, sexual orientation, veterans’ status, or any other basis protected by applicable federal, state, or local law. Vital Care Infusion Services participates in E-Verify. This position is full-time.