FSLA STATUS: Exempt
REPORTS TO: Rx Linc Operations Manager

JOB SUMMARY

Position provides support for Nationwide Telecommunications Pharmacy Network, Pre/Post Edit (PPE), and ePrescribe services for pharmacy customers and vendors. Position is responsible for supporting the daily business operations working with a variety of personnel to achieve company operational objectives. Works alongside leadership and dedicated support team to ensure standards of services meet expectations for healthcare systems, large pharmacy groups, retail clients and vendor partners. This position will report to the Rx Linc Operations Manager.

Duties and Responsibilities

  • Serve in an Account Management capacity for assigned RxLinc clients.
  • Responsibility for scheduling and documenting account management-client conversations.
  • Ability to upsell clients in an account management capacity.
  • Has detailed knowledge of products/services being offered and ensures that products/services consistently meet client needs.
  • Implementation of new clients when assigned by management and managing all associated project meetings.
  • Coordinating and scheduling new client onboarding/Go Live support.
  • Ensuring weekly and/or monthly customer reports are accurate and delivered in a timely manner.
  • Effectively communicating with pharmacy staff, generating rapport and a positive customer experience.
  • Understanding when an issue needs escalation and providing appropriate description of issue to management.
  • Gathering information from end users to define work problems associated with company programs and services.
  • Establishing and maintaining an effective follow-up system to ensure problems are promptly solved.
  • Filing, record-keeping, and operational aspects as they impact business operations.
  • Serving as on-call support as scheduled.
  • Assisting customers to resolve support issues related to the company’s provided services.
  • Responding to customer inquiries by telephone, email, or chat to provide non-technical problem resolution.
  • Resolving problems and communicating solutions to customers.
  • Using company applications or databases to research possible solutions for reported issues or problems.
  • Collecting, analyzing, interpreting, and summarizing claims data as required for network services to include customer follow up.
  • Backup support of Rx Linc’s ePrescribe service working with vendors and customers.
  • Backup support of CSRs on company services/products from clients or vendor partners.
  • Backup support for client roster management, enrollment application management and updates to PDMS/Plan setups.
  • Successful completion of pharmacy outreach projects as assigned.
  • Providing input on procedures and process improvements.
  • Producing quarterly sales reports and summaries.
  • Summarizing, generating, or reviewing weekly and/or monthly reports to be provided to management for review.
  • Understanding of the Rx Linc Network Topology and how those services interface with both customers and vendors.
  • Performing other duties and projects as requested by management.

Qualifications, Skills, and Experience:

  • Bachelor’s degree or equivalent experience in Pharmacy Industry and/or Business Operations, Account Management
  • Must be a self-starter and have a high level of personal drive for success
  • Strong sense of customer service
  • Demonstrate dependability through good attendance and adherence to timelines and schedules.
  • Able to analyze data and derive root cause issues
  • Microsoft Office – Intermediate Skills
  • Ability to take ownership and responsibility
  • Proven ability to resolve issues, improve performance, and drive efficiency with customer facing programs
  • Work with vendor partners to develop processes that benefit mutual customers
  • Excellent verbal and written communication skills
  • Strong sense of customer service

Physical Requirements:

  • This work is sedentary and requires the following physical activities:
  • Sitting for long periods of time; occasional bending, squatting, kneeling, stooping; good finger dexterity and feeling; frequent repetitive motions; talking, hearing, and visual acuity.
    Frequent lifting (up to 10 pounds of paper supplies or minor office equipment).

Working Conditions:

  • Normal office environment.

NOTE: The above statements are intended to describe the general nature and level of work performed by an employee in this position. These statements are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees in this position.

 

 

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