Pharmacy Operations Lead Representative - CarepathRx - US Remote
About The Position
The Pharmacy Operations Lead Rep operates as a Client Support/Support Shift Lead TSS and is the first line contact for our current and future Essentials and Optimizer clients with any questions and/or issues regarding PowerGridRx (PGRX). The SSL exhibits teaching leadership and oversees continuity of care and service to our clients and staff. The SSL will also act as the first line contact for any issues regarding internal issues, such as I.T., team coverage issues, etc. The Support Shift Lead (SSL) will triage client, pharmacist, and TSS connectivity or PowerGridRx problems. In addition to completing the duties outlined in the TSS job description, the SSL will be first contact for all clients, pharmacists, and/or TSS experiencing PGRX issues. The SSL will also be responsible for making day to day shift changes in assignments to optimize productivity.
Requirements
- Possession of high school diploma; bachelor’s degree, preferred
- Current National Certification and State license, required
- 1+ year experience as an institutional pharmacy technician
- Strong IT and troubleshooting experience, including using a ticketing system such as Zendesk
- Proficiency with office technology tools, including Microsoft Office (especially Outlook, Excel, and Word), Google Drive, internet, and email
- Able to work efficiently and independently
- Able to switch from one responsibility to another without it affecting customer service
- Available for emergency assistance
- Exceptional interpersonal and customer service skills.
- Internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
Nice To Haves
- bachelor’s degree
Responsibilities
- Triaging Client PGRX questions/issues to the best of their capability
- Creating Zendesk tickets and following through with them, when required
- Directing the client to the correct point of contact, when required
- Successfully provide TSS staffing services
- Assist with TSS training and understanding on intervention documentation.
- Train the TSS and Pharmacist staff to understand the Intervention notes and Parked orders notes.
- Assist with managing the PipelineRx queue by posting orders to the appropriate pharmacist on duty.
- Monitor queues to assist pharmacists in decreasing turnaround time.
- Optimize pharmacy workflow by contacting clients on behalf of the on-duty pharmacist to minimize time away from orders.
- Monitor and triage phone calls from high volume call clients, if needed.
- Assist in answering phone calls during peak hours.
- Utilize guidelines from the Phone Tree to ensure the pharmacist on duty always has visibility to the assigned clients.
- Call client’s IT or PipelineRx IT for support on behalf of the pharmacist on duty for advanced technology issues to be resolved.
- Ensure all clients have pharmacist coverage during PipelineRx contractual shift hours.
- Initiate procedures to coordinate pharmacist coverage during emergencies such as: no-show, call off, sick call, power or internet outage, etc. as established by TSS Manager in conjunction with Pharmacist Supervisor.
- Facilitate pharmacist communication with clients when access to the client’s system is interrupted during the Pipeline shift.
- Maintain accurate records of interactions and issues by providing a nightly report of activities during your shift to TSS manager.
- Establish yourself as a valuable resource to the pharmacist on duty for any issues or concerns during a shift.
Benefits
- medical
- vision
- dental
- well-being and behavioral health programs
- 401(k)
- company paid life insurance
- tuition reimbursement
- a minimum of 18 days of paid time off per year
- paid holidays
- annual bonus plan
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
