Support Team Associate

Job Description

REQUIREMENTS

• BS/BA degree or equivalent 
• 5+ years experience in account management and/or a customer success role 
• Experience in healthcare in working with healthcare technology such as pharmacy claim systems and prior authorization technology

RESPONSIBILITIES

• Support our client’s trading partners, customers and other stakeholders with inbound/outbound calls, texts, and emails.
• Act as an agent who will drive customer satisfaction through customer support and effective troubleshooting
• Accurately document inbound and outbound communications in brightscrip platform
• Support pharmacy reimbursement team with new and change request payment setup and remittance troubleshooting for pharmacies
• Identify, forward, direct, and notify our client of extraordinary user requests, issues or concerns that require escalation as may occur from time to time. Use effective service recovery skills to solve problems or service breakdowns when they occur; 
• Participate in driving best practices and developing new opportunities and initiatives to advance the customer’s use of the brightscrip platform; 
• Advocate for the pharmacy user customer, champion their happiness, and support the ongoing needs and goals of the pharmacy in connection with brightscrip at large – gathering feedback from pharmacy users and user stakeholders while understanding both how to meet them where they are and also how to help get them where they want to go; 

Communication and Collaboration: 

• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner 
• Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents 
• Demonstrate wiliness to accept new responsibilities 

Efficiency, Process Improvement, and Business Growth: 

• Identify and determine opportunities in SOP improvements within the support team and recommend changes 
• Proactively monitor the usage of brightscrip by pharmacy users to contribute to Quality Assurance reviews to ensure integrity of brightscrip application operations in the hands of the pharmacy user; 
• Be actively involved with the operational delivery and UAT if required for new product and feature releases 
• Assist in the creation and implementation of customer self-service material and tools 
• Review all technical support related processes and documentation for continuous improvement 
• Implement any necessary preventive measures to reduce customer faults and issues 

Are you interested in this position?

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