Pharmacy Services Help Desk Support Specialist II

Maxor National Pharmacy Services, LLC • Plano, TX

3d • Remote

About The Position

VytlOne is looking for a Pharmacy Help Desk Support Specialist II who will provide support to pharmacy team members on effective methods to research, troubleshoot, and deliver solutions. As a Pharmacy Help Desk Support Specialist, you are the primary internal representative of our organization; you must convey to the caller a sense of expertise in our services. Because you will be in contact with current end users, and you are in a strong position to influence their satisfaction and our company prosperity, this position requires tact, sensitivity, and professionalism. The Pharmacy Help Desk Support Specialist will be responsible for responding to end-user inquiries that may be received by phone calls, email, chats, and ticket requests for support to resolve pharmacy systems, claim adjudications, and issues with VytlOne Bolt-on’s. They will access product information or the solution database to research, troubleshoot, and deliver solutions. Advising users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Documents incidents using ticketing system. Escalates problems to appropriate levels or teams to achieve issue resolution. May support upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality. The Pharmacy Help Desk Specialist is responsible for establishing and maintaining relationships with end users on behalf of the company by taking personal and complete responsibility for each end users-related contact.

Requirements

• High school diploma or equivalency.
• Certified Pharmacy Technician (CPhT) certificate required at time of hire within one year of placement in position.
• Requires a minimum of three-year experience in a high-volume pharmacy setting as a Pharmacy Technician.
• Self-motivated and the ability to work independently.
• Ability to communicate effectively both verbally and in writing.
• Must be able to interact with a wide variety of individuals to successfully provide optimal pharmacy support.
• Working knowledge of desktop computers, including Microsoft office, to assess patient/drug information systems.
• Excellent critical thinking and problem-solving skills.
• Must be well organized; detail oriented.
• Must maintain current, Pharmacy Tech Certification.

Nice To Haves

• prior help desk support role experience preferred.
• Experience in various types of pharmacy software beneficial.

Responsibilities

• Responding to end-user inquiries that may be received by phone calls, email, chats, and ticket requests for support to resolve pharmacy systems, claim adjudications, and issues with VytlOne Bolt-on’s.
• Accessing product information or the solution database to research, troubleshoot, and deliver solutions.
• Advising users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
• Documents incidents using ticketing system. Escalates problems to appropriate levels or teams to achieve issue resolution.
• May support upgrades of software or devices, set up user profiles, or re-set passwords.
• Fulfills all service level standards for response time and quality.
• Establishing and maintaining relationships with end users on behalf of the company by taking personal and complete responsibility for each end users-related contact.
• Answer calls and tickets quickly and provide friendly customer service.
• Document every ticket within the assigned system with relevant and pertinent information including detailed call notes.
• Ensure timely resolution and to minimize service interruptions.
• Ability to triage and provide pharmacy end user support and training while effectively helping staff overcome obstacles, learn, grow and thrive.
• Well-spoken and able to demonstrate exceptional customer service via phone and email.
• Travel onsite to assist customer with support and/or training as needed.
• Must be able to prioritize workload, manage multiple projects, meet deadlines, and have excellent problem-solving skills.
• Resolve 3rd party insurance rejections in a timely manner to expedite patient care needs to fill patient prescriptions.

Benefits

• competitive compensation
• comprehensive health benefits package
• supportive team environment
• Comprehensive mental health and wellbeing resources
• Nationwide Blue Cross Blue Shield PPO with employee-friendly plan design, including a $850 individual annual medical deductible and $25 office visit copays, with low biweekly premiums
• Company-paid basic life/AD&D, short-term and long-term disability insurance
• Rx, dental, vision, other voluntary benefits, and FSA
• Employer-matched 401k Plan
• Industry-leading PTO plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED