Representative, Rx Returns Policy

Under the supervision of the Rx Policy Manager, the Rx Policy Representative for the hospital line of business possesses the ability to understand the returns life cycle and business needs of Inmar clients. The Rx Policy Representative must be detailed-oriented, organized, empathetic, remain calm under pressure and be a creative problem solver.

This hybrid position requires the associate to work from the Grand Prairie, TX office 3 days a week.

• Proactively respond to incoming policy related requests and inquiries via Salesforce
• Primary focus is the hospital line of business.
• Maintain detailed virtual documentation of the manufacturer/labeler’s return policy, with all related communications and or requests, within Salesforce
• Provide weekly and monthly analysis based on client’s contractual agreement or as needed
• Participate as a member of cross-functional teams to provide policy related expertise
• Build interdepartmental relationships and work well with these departments to improve communication and processes for excellent customer satisfaction
• Identify clients’ needs, clarify information, interpret the request into the actual policy results, research every issue and provide solutions
• Manage and complete time-sensitive research and document in detail findings in Salesforce
• Respond timely and professionally to clients, internal and external, within the SLA’s as specified
• Participate in onboarding and offboarding projects as well as conversions or de-conversions as needed, completing policy tasks as assigned. This includes pricing, policies and interpreting the client needs and expectations.
• Perform special assignments and/or projects as assigned, to include Yellow Belt project annually

• Responsible for interpreting incoming internal and external customer requests and providing the best case solution within the policy parameters
• Understanding and applying the multi-faceted policy SOP’s to each incoming case, utilizing analytical skills to ensure efficiency and accuracy
• Identify opportunities for improvement in all areas of the policy processes, procedures and as a team overall
• Utilize strong Excel, Google Suite and Salesforce skills in order to provide high quality analysis and support to internal and external clients

• Associates Degree required, Bachelor’s Degree preferred
• 2-3 years of related experience working directly with clients and computer data
• Proficient with Google Suite, Microsoft Excel
• Knowledge of Google Looker preferred
• Proficient with Salesforce
• Propensity for Learning
• Excellent Written and Oral Communication Skills
• PM Experience
• Strong Analytical Skills, used to troubleshoot and the ability to see the bigger picture
• Six Sigma Yellow Belt preferred, can be obtained upon hire

• Communication: Giving and receiving messages and information in written, oral, and visual formats in a clear and concise way for a complete understanding of meaning and intent.
• Problem Solving: Gathers and analyzes information to generate and evaluate potential solutions to problems, issues and challenges while weighing the accuracy and relevance of the facts, data and information.
• Analytical and Critical Thinking: Ability to tackle a problem by using a logical, systematic, sequential approach.
• Curious: A desire to inquire and learn, to seek new knowledge and wisdom, and to listen to the contributions of others with a genuine interest to better self, the team, and the organization.
• Vision and Strategy: Takes a long-term view and builds a shared vision with others while positioning the organization for future success by identifying new opportunities, formulating objectives and priorities,
• and implementing plans consistent with the long-term interest of the organization in a global environment.
• Business Acumen: Understands and is aware of how to think about and successfully make the right business decisions through the utilization of industry-specific knowledge and skills and strategic
• thinking tools and skills.
• Collaboration: Works collaboratively with others to achieve group goals and objectives.
• Effective Execution: Translates broad conceptual understanding of the company’s strategy into a tactical plan of how it will happen including who will take on which tasks in what sequence, how long those tasks will take, how much the tasks cost, and how each task affects subsequent activities.

• Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations.
• Treat clients and teammates with courtesy, consideration and tact; you also have the ability to perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client.
• Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually beneficial partnerships, leverage information and achieve results.
• Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability.
• Understand that results are important and focus on turning mission into action to achieve results following the principles of Agile Execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome.
• Support a safe work environment by following safety rules and regulations and reporting all safety hazards.