Lead, mentor, and support franchise partners to achieve optimal revenue cycle performance.
About Vital Care
Vital Care is the premier pharmacy franchise business in the U.S., serving patients with chronic and acute conditions through over 100 franchised infusion pharmacies and clinics in 35 states. Since 1986, we’ve helped locally-owned franchises launch, grow, and succeed—especially in underserved and secondary markets. Our mission is to improve lives by making infusion services accessible, efficient, and community-driven.
Schedule
- Full-time, remote position
- Monday–Friday, with collaborative calls and project-based work
- Role involves cross-functional coordination and direct franchise support
Responsibilities
- Serve as the first point of review for franchise and patient complaints, identifying concerns and resolving root causes
- Act as the single point of contact for franchise leadership on revenue cycle matters
- Assist in reviewing cost refunds and royalty reductions when requested
- Track workload distribution, assess staffing needs, and report findings to the Revenue Cycle Manager
- Foster a culture of outstanding customer service through training and mentoring staff
- Monitor team activities and collaborate with RCM leadership to improve patient insurance billing, collections, benefit investigation, and authorizations
- Review denial trends and implement training to reduce turnaround time and improve claim quality
- Host weekly/monthly franchise calls to review KPI dashboards, aged receivables, and performance improvement opportunities
- Lead onboarding calls for new franchises to deliver initial RCM training
- Support payer issue resolution and process analysis for improved intake, billing, and collection efforts
Requirements
- 1–2 years of experience on a customer service team in an infusion setting (required)
- High school diploma or equivalent (required)
- Strong communication, listening, and writing skills
- Demonstrated ability to analyze data, identify actionable steps, and lead improvements
- Proven team leadership skills with the ability to coach and train effectively
- Proficiency in Microsoft Office (especially Excel) and pharmacy applications
- Strong customer service orientation with the ability to instill ownership of the patient experience
- Solid problem-solving skills, business acumen, and ability to work collaboratively across teams
Benefits
- Medical, dental, and vision plans
- Flexible spending and health savings accounts
- Paid time off, personal days, and company-paid holidays
- Paid parental leave and volunteer days off
- Company-sponsored life and disability insurance, plus optional supplemental coverage
- 401(k) matching and tuition reimbursement
- Employee assistance programs for mental health, financial, and legal support
- Professional development and growth opportunities
- Rewards and employee referral programs
Be part of a team recognized as a “Best Place to Work in Modern Healthcare” and help franchise partners excel in delivering life-changing infusion services.
Happy Hunting,
~Two Chicks…