Customer Specialist -APS

CareOne•Springfield, NJ

2d•Hybrid

About The Position

The Customer Specialist - APS role focuses on managing the onboarding process and providing ongoing support for pharmacies and facilities using APS Products. This involves project management for new clients, system configuration, conducting training sessions (both on-site and virtual), and acting as the primary point of contact for technical questions and troubleshooting during the onboarding phase. The specialist will build rapport with clients, ensuring a smooth transition and high client satisfaction. They will also be responsible for developing and maintaining customer training programs and creating/maintaining documentation for APS Ecosystem policies, procedures, and operating guidelines. Additionally, this role supports the Software Development and QA testing teams and provides routine reporting on Key Performance Indicators for APS Customers.

Requirements

Two years’ experience with Remote Automated Dispensing technology
College Graduate or Certified Pharmacy Technician with at least 5 years institutional pharmacy experience
Strong communication skills (both verbal and written) with attention to detail are required.
FrameworkLTC experience
Must be proficient with Microsoft Office programs.
Ability to travel up to 50% as needed.

Responsibilities

Manages the onboarding process and training of pharmacies and facilities to use APS Products
Formulate detailed implementation plans, coordinate tasks, and ensure on-time delivery for new clients.
Provide support for Pharmacies on system configurations and applications
Conduct on-site and/or virtual training sessions to prepare client staff and build confidence in using the new system.
Act as the primary contact for technical questions and troubleshoot issues during the onboarding phase.
Build rapport with clients to ensure a smooth transition
Acts as a liaison between Pharmacy Customers and APS
Responsible for configuring software/services, leading training sessions, managing project timelines, troubleshooting, and ensuring high client satisfaction during the initial setup
Ensures customer deployments are executed with professionalism that meets APS standards and customer expectations.
Maintain high level of customer satisfaction and continuous education as needed
Develops and Maintain customer facing APS & Colossus training programs for both new pharmacy and existing pharmacy customers when refresher training is necessary
Conducts Training with pharmacy teams primarily remotely and from time to time onsite when necessary – establishing an organized Train the Trainers program
Responsible for the creation and maintenance of all APS Ecosystem documentation of Policies, Procedures, Operating Guidelines, and corresponding training materials.
Maintain a central repository for all final documentation and training materials.
Provide support when requested to the Software Development and QA testing teams with FrameworkLTC.
Gather and provide routine reporting on Key Performance Indicators for the APS Customers