ExactCare

Manager

• Lead Voice of Patient insight synthesis across key patient signal sources, including surveys, NPS, complaints, escalations, patient calls, reviews, sentiment themes, digital engagement signals, communications performance, and operational friction points.
• Translate patient feedback and experience signals into prioritized recommendations that improve patient trust, clarity, retention, digital adoption, medication completeness, packet readiness, and overall journey reliability.
• Own closed-loop insight tracking for the Patient Experience COE, including the process for moving from signal identification to theme validation, prioritization, action, implementation, and outcome measurement.
• Review and refresh the top patient friction drivers by journey stage, including referral/conversion, start of care, first 90 days, engagement center interactions, and ongoing support and retention.
• Own the digital enablement strategy for the Health Navigator experience, including guided workflows that support packet completeness, missing information resolution, packet readiness, readiness gates, progress visibility, escalation triggers, and appropriate human handoffs.
• Partner with Patient Experience leadership to ensure insights inform journey enablement playbooks, patient-facing readiness standards, communications governance, and service recovery planning.
• Partner with Operations, Clinical, Growth, and partner-facing teams to validate root causes, understand frontline workflow implications, and identify experience insights that impact referral conversion, onboarding completion, patient activation, partner confidence, and practical execution.
• Support AI-driven patient sentiment initiatives by helping define theme taxonomy, QA sampling approaches, classification logic, escalation categories, and actionability standards.
• Maintain a prioritized patient insights backlog, ensuring high-impact themes are documented, routed to the right owners, and tracked through resolution or decision.
• Support experience measurement for major initiatives, pilots, change events, and transformation workstreams by defining baseline patient signals, expected impact, leading indicators, and post-launch insight readouts.
• Create monthly insight readouts for Patient Experience leadership and cross-functional partners, including key themes, top drivers, actions in flight, ownership, status, measurable movement over time, and any future recommendations with respective ROI.

Senior Manager, Patient Insights

Director

• developing and leading processes, people, and performance strategies
• ensuring efficient, scalable, and high-quality pharmacy operations
• driving operational excellence through workflow optimization
• performance management, cross-functional coordination, and continuous improvement initiatives
• support leadership teams as well as collaborate and influence other key leaders within operations
• establishing and monitoring KPIs and reporting routines
• overseeing staffing models and workforce planning
• leading root cause analysis and resolution of operational issues
• achieving budget targets and operational efficiency goals
• supporting transition to new pharmacy operating system
• embodying AnewHealth’s Core Values in all communications and interactions.

Director, Operational Performance

Full-stack Engineer

• Design, develop, and maintain RESTful APIs and backend services using C# and modern .NET in Microsoft Azure
• Own the full lifecycle of Azure-based API development, including design, implementation, deployment, monitoring, and ongoing support
• Architect solutions using Azure services to ensure scalability, security, and high availability
• Implement and maintain API security using Azure AD, OAuth 2.0, OpenID Connect, and JWT
• Collaborate with product managers, architects, and front-end teams to translate business requirements into technical solutions
• Lead technical design reviews and contribute to cloud and application architecture decisions
• Monitor and optimize application performance, reliability, and cost in Azure
• Review code, enforce engineering standards, and mentor junior and mid-level engineers
• Troubleshoot and resolve complex production issues in cloud-hosted environments
• Improve CI/CD pipelines and development workflows using Azure DevOps or GitHub Actions

Senior Software Engineer

Implementation Specialist

• Lead the end-to-end implementation process for new and transitioning clients from contract execution through go-live and transition to ongoing support.
• Develop, maintain and manage comprehensive implementation project plans, timelines, milestones and deliverables.
• Coordinate implementation activities across multiple internal departments to ensure readiness for client onboarding.
• Monitor project progress, identify implementation risks and proactively develop mitigation strategies.
• Manage multiple concurrent implementations while maintaining high levels of accuracy, organization and client satisfaction.
• Facilitate implementation status meetings and provide regular updates to internal and external stakeholders.
• Serve as the primary point of contact for clients throughout the implementation process.
• Guide clients through onboarding requirements and provide consultation regarding implementation activities, timelines and expectations.
• Maintain a high level of client satisfaction by providing proactive communication and timely issue resolution.
• Coordinate implementation activities related to plan configuration, pharmacy and prescriber network setup, eligibility processes, reporting requirements, data validation and operational readiness.

Implementation Manager

Business Intelligence Analyst

• Assist with compiling Quarterly Pharmastar Compliance reports
• Assist with preparation and analysis of PDE, PDE Rejections, FIR reports, and plan rebate reports
• Assist with PACE Bid preparation, including working with external auditors
• Assist with weekly Financial Billing, plan admin fees, pharmacy network payment review reporting and activities
• Handle Action Required reporting, associated member authorizations and related activity
• Create NDPDP Pharmacy Encounter data file preparation, testing and submission, and error review
• Assist with QA of existing reports and adjudication results
• Review report output for issues for proactive recommendations for change
• Respond to internal ticketing system requests and inquiries
• Generate reports to meet clients’ needs and internal support needs and make updates where appropriate
• Ensure that HIPAA guidelines are followed in every communication with clients
• Stay current on plan and benefit structures, pharmacological updates, and Medicare Part D guidelines
• Attend department and company meetings and educational programs upon request
• Other related duties as assigned.

PBM Regulatory Reporting Analyst

Pharmacist

• Serve as the subject matter expert of their designated pharmacy center of excellence
• Work alongside Pharmacy management/leadership to drive and support department efficiencies
• Lead by example and support company and department goals
• Drive results and achieve a consistent standard of work from the team of Pharmacists
• Build team capabilities through leadership skills in a call center environment
• Create, interpret, and monitor Salesforce reports and utilize RX30, Salesforce, and OnBase
• Prepare and monitor follow-up with Pharmacist assignment schedule
• Collaborate with internal partners to resolve patient issues
• Indirectly manage/coaching peers on phone performance and metrics

Lead Pharmacist

Analyst

• Support workforce planning activities through development and maintenance of staffing models, forecasts, and capacity analyses
• Analyze staffing gaps, labor utilization, hiring plans, transfers, and workforce trends
• Assist with monthly, quarterly, and annual workforce planning processes
• Validate workforce assumptions and ensure planning models accurately reflect operational needs
• Monitor staffing performance against budgeted and planned targets
• Develop, maintain, and automate recurring workforce and operational reporting
• Produce analyses that identify trends, risks, opportunities, and performance drivers
• Create dashboards, scorecards, and visualizations to support operational and leadership decision-making
• Ensure data accuracy and integrity across workforce planning and reporting processes
• Support ad hoc reporting and analytical requests from operational leadership
• Identify opportunities to streamline reporting, improve efficiency, and reduce manual effort
• Develop and maintain automated reporting tools and analytical solutions
• Document processes, methodologies, and reporting standards
• Partner with technology and operational teams to improve access to workforce and operational data
• Assist with project tracking, readiness assessments, staffing analyses, and implementation planning
• Provide analytical support for special projects and organizational priorities
• Coordinate data collection, validation, and reporting for cross-functional initiatives
• Serve as a trusted analytical resource for Workforce Capacity Management and operational leadership
• Present findings and recommendations in a clear and concise manner
• Collaborate effectively across departments to support workforce and operational objectives
• Demonstrate ownership, accountability, and responsiveness in support of business needs

Senior Workforce Capacity Analyst

Customer Retention Specialist

• Answering inbound calls from ExactCare’s existing patient base
• Assisting with general inquiries, making payments, and questions regarding claims
• Handling patient concerns and overcoming objections
• Ensuring all efforts are made to retain existing patients
• Maintaining a consistently positive attitude and patient first approach
• Maintaining current knowledge of products and services offered
• Embody AnewHealth’s Core Values in all communications and interactions
• Other duties as assigned.

Retention Specialist

Customer Support

• Answer telephone inquiries in a pleasant, professional, and efficient manner assuring exceptional customer service.
• Document all incoming calls and dialogue in the claims adjudication software.
• Educate clients on plan policies, benefits, and procedures.
• Resolve client drug benefit concerns of a medical, financial, or technological nature.
• Initiate and facilitate prior authorization requests.
• Make outbound calls to pharmacies and plans to facilitate completion of JIRA tickets.
• Review after hours calls log-complete any follow up as needed.
• Submit JIRA tickets for compound prescriptions.
• Submit JIRA tickets to resolve NDC issues (pricing issues, missing NDCs).
• Stay current on plan and benefit structures, pharmacological updates, and Medicare Part D guidelines.
• Accept other duties as assigned; including but not limited to direct member reimbursement, processing, manual claims, reporting, and researching rejected claims.
• Ensures that HIPAA guidelines are followed in every communication with clients.

Customer Support Specialist

• The Pharmacy Technician Lead serves as the subject matter expert of their designated pharmacy team.
• They will work alongside the Pharmacy Supervisors and Managers to drive and support department efficiencies.
• In this role, the expectation is to lead by example and support company and department goals as well as demonstrate their ability to drive results and achieve a consistent standard of work from the team.
• High level of contribution in front line, day to day work as assigned by leadership
• Provide training on department tasks to new hires, cross trainees and existing team members requiring additional support
• Help coordinate the completion of cross training through communication and scheduling with designated trainees
• Provide a high level of subject matter expertise to the department in supporting continuous improvement projects including training guides and SOP development
• Support leadership in diagnosing and improving performance of team members
• Embody AnewHealth’s Core Values in all communications and interactions.

Lead Pharmacy Technician

• Own the ACE Patient Experience COE measurement strategy and KPI framework, including metric definitions, governance rules, calculation logic, and standard reporting cadences aligned to journey phases (0–90 days and 90+)
• Build and maintain executive-ready dashboards and recurring performance readouts (weekly/monthly/quarterly), ensuring reporting is trusted, consistent, and decision-oriented
• Establish and maintain a unified VoP taxonomy and driver framework (themes, sub-themes, severity, journey stage, channel), including QA standards, sampling processes, and ongoing validation to ensure signal integrity
• Integrate and validate experience signals across sources (e.g., NPS/sentiment surveys, complaint and escalation workflows, contact drivers, digital engagement telemetry, communications performance), ensuring data consistency and a single source of truth for experience insights
• Quantify top friction drivers using rate + impact analyses (cohort/segment/journey-stage breakdowns), and produce clear prioritization inputs that partner teams can act on within their roadmaps
• Own closed-loop measurement and improvement tracking, including the operational reporting system that connects shipped changes to outcome movement and highlights what changed, what moved, and what did not
• Lead experience attrition and retention analytics, identifying leading indicators, validating driver contributions, segmenting cohorts, and supporting the enterprise’s ability to predict and prevent churn
• Support AI-driven patient sentiment initiatives by preparing labeled datasets, auditing model outputs, defining confidence thresholds, measuring classification accuracy, and operationalizing sentiment into actionable themes and driver reduction plans
• Partner with IT, Product, Operations, Patient Experience, and Growth leaders to define instrumentation and data requirements for experience-critical touchpoints (portal/SMS/email flows, service recovery events, intake milestones), ensuring telemetry exists to measure adoption, friction, and outcomes
• Produce ELT-ready experience narratives that connect patient experience signals to enterprise outcomes (retention, conversion, speed to service, delight, contact reduction), including clear recommendations, risks, and tradeoffs
• Support M&A and partnership integrations by establishing experience measurement baselines, aligning KPI definitions and VoP taxonomy across acquired/partner populations, and delivering post-integration reporting that tracks friction drivers, adoption, and retention impact through the closed-loop improvement model
• Drive continuous improvement of the analytics operating model, including documentation of data sources, metric lineage, refresh cycles, and stakeholder enablement on how to use experience reporting consistently

Director, Patient Experience Analytics

• Develop and champion a comprehensive, long-term knowledge management strategy tailored to the software development lifecycle based on the ITIL principles
• Design and maintain the tooling and platforms required for knowledge capture, storage, and retrieval
• Design and roll out governance models and workflows that ensure knowledge is consistently and accurately captured, reviewed, and published
• Establish and enforce high-quality standards for all technical documentation
• Drive a culture of knowledge sharing and documentation-as-code by coaching and mentoring engineering teams
• Participate in discovery by interviewing engineering teams to determine process gaps and make recommendations for future improvements
• Design and implement dashboards and analytics that measure key performance indicators (KPI’s) for knowledge utilization
• Provide effective communication and facilitate training sessions to educate stakeholders on the processes

Principal Engineer

• The Pharmacy Technician Lead serves as the subject matter expert of their designated pharmacy team.
• They will work alongside the Pharmacy Supervisors and Managers to drive and support department efficiencies.
• In this role, the expectation is to lead by example and support company and department goals as well as demonstrate their ability to drive results and achieve a consistent standard of work from the team.
• High level of contribution in front line, day to day work as assigned by leadership.
• Provide training on department tasks to new hires, cross trainees and existing team members requiring additional support.
• Help coordinate the completion of cross training through communication and scheduling with designated trainees.
• Provide a high level of subject matter expertise to the department in supporting continuous improvement projects including training guides and SOP development.
• Support leadership in diagnosing and improving performance of team members.
• Embody AnewHealth’s Core Values in all communications and interactions.
• Other duties as assigned.

Pharmacy Technician Lead

• Act as a subject matter expert in assigned task(s) and/or functions
• Providing an exceptional customer service experience each day in a phone-based environment
• Enter a high volume of data; processing prescription information with speed and accuracy
• Utilizing sound drug knowledge to effectively receive prescription authorizations, clarifications or transfers
• Perform claim adjudication and auditing duties such as prior authorizations, billing and eligibility checks
• Requiring outbound calls to patients
• Working through current case queues to problem-solve for patient care issues
• Serving as a liaison between the clinical pharmacists and other medical professionals on patients’ behalf
• Partner with technicians and pharmacists to ensure that new patients are successfully onboarded to ExactCare
• Maintaining patient records with strong attention to detail and confidentiality
• Accurate retrieval of all prescription information and verifying through doctor calls
• Placing welcome calls to newly onboarded patients and establish a trusted point of contact
• Placing outbound calls to patients to create, maintain or update their medication profiles
• Serve as backup support for times of higher patient call volume
• Effectively assist with patient questions over the phone
• Performing in a high volume, fast-paced environment to support ExactCare’s nationwide patient base
• Embody AnewHealth’s Core Values in all communications and interactions
• Other duties as assigned

Senior Pharmacy Technician

• Act as a subject matter expert in assigned task(s) and/or functions.
• Providing an exceptional customer service experience each day in a phone-based environment.
• Enter a high volume of data; processing prescription information with speed and accuracy.
• Utilizing sound drug knowledge to effectively receive prescription authorizations, clarifications or transfers.
• Perform claim adjudication and auditing duties such as prior authorizations, billing and eligibility checks.
• Requiring outbound calls to patients.
• Working through current case queues to problem solve for patient care issues.
• Serving as a liaison between the clinical pharmacists and other medical professionals on patients’ behalf.
• Partner with technicians and pharmacists to ensure that new patients are successfully onboarded to ExactCare.
• Maintaining patient records with strong attention to detail and confidentiality.
• Accurate retrieval of all prescription information and verifying through doctor calls.
• Placing welcome calls to newly onboarded patients and establish a trusted point of contact.
• Placing outbound calls to patients to create, maintain or update their medication profiles.
• Serve as backup support for times of higher patient call volume.
• Effectively assist with patient questions over the phone.
• Performing in a high volume, fast paced environment to support ExactCare’s nationwide patient base.
• Embody AnewHealth’s Core Values in all communications and interactions.