About the Role
We are seeking a dynamic Senior Customer Experience Specialist, Customer Support to join our pharmacy team. This role will support our pharmacy quality management platform, working directly with healthcare providers, payers, and pharmacy networks to ensure exceptional customer experiences and drive value-based care initiatives. You will be a key liaison between our pharmacy stakeholders and internal teams, resolving complex issues while contributing to the continuous improvement of our services.
A Day in the Life
- Resolve complex customer issues related to pharmacy quality, medication adherence, and Star Ratings.
- Provide advanced technical support for the EQUIPP® platform and integrated pharmacy tools.
- Act as the main escalation point for junior staff, ensuring prompt issue resolution.
- Log all customer interactions and maintain accurate records in CRM systems.
- Collaborate with pharmacies, health plans, and providers to enhance quality performance and implement value-based care.
- Deliver training on platform usage, quality measures, and best practices to pharmacy clients.
- Track and analyze support metrics to improve response times, resolution rates, and customer satisfaction.
- Identify recurring issues and coordinate with product and engineering teams to develop lasting solutions.
- Develop and maintain knowledge base content and training materials for internal and external users.
- Generate performance and engagement reports to inform strategic decisions.
- Partner with Clinical Informatics, Data Analytics, and Product teams to meet customer needs.
- Support onboarding and implementation of new pharmacy and health plan partners.
- Assist in quality management and reporting for Medicare Star Ratings and other performance programs.
What You Need
- Bachelor’s degree
- 5+ years of experience in customer support, preferably in healthcare, pharmacy, or health technology
- Experience with pharmacy operations, medication management, or quality improvement programs preferred
- Proficient in CRM and ticketing systems (e.g., Salesforce, Zendesk)
- Skilled in data analysis, reporting, SQL, and data visualization tools
- Strong knowledge of healthcare quality measures, Star Ratings, value-based care, and CMS regulations
- Advanced Excel and Microsoft Office proficiency
- Excellent communication, problem-solving, and attention to detail
- Customer-focused with empathy, patience, and adaptability
- Capable of working independently in remote/hybrid settings
- Strong project management and organizational skills; relevant certifications preferred
- Experience with pharmacy management systems or health IT platforms
- Background in cross-functional collaboration within tech or healthcare companies
- Advanced degree (MBA, PharmD, MPH, or similar) in a healthcare-related field
We offer competitive benefits to set you up for success in and outside of work.
Here’s What We Offer
- Generous Paid Time Off: Recharge and relax with 22 days of fixed time off per year, in addition to company holidays—because we believe work-life balance fuels performance.
- Best-in-Class Parental Leave: Spend quality time with your growing family. We offer one of the industry’s most generous parental leave policies to support you during life’s most important moments.
- Recognition & Rewards: We celebrate wins—big and small. Get rewarded with monetary incentives and company-wide recognition for your impact and dedication. Your hard work won’t go unnoticed.
- Comprehensive Insurance Coverage: Stay covered with medical, dental, and vision insurance, plus 100% company-paid short- and long-term disability and basic life insurance. Optional perks include discounted legal aid and pet insurance.
Innovaccer Inc. is an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive workplace where all employees feel valued and empowered regardless of any characteristic protected by federal, state or local law including, without limitation, race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, medical condition, disability, age, marital status, or veteran status. Innovaccer Inc. participates in the E-Verify program to confirm employment eligibility of all newly hired employees based out of the U.S. and employed by Innovaccer Inc.
For any additional information, please visit the below websites:
E-Verify
Right to Work (English)
Right to Work (Spanish)
Disclaimer:
Innovaccer does not charge fees or require payment from individuals or agencies for securing employment with us. We do not guarantee job spots or engage in any financial transactions related to employment. If you encounter any posts or requests asking for payment or personal information, we strongly advise you to report them immediately to our HR department at [email protected]. Additionally, please exercise caution and verify the authenticity of any requests before disclosing personal and confidential information, including bank account details.
