Pharmacy Operations Lead Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of contact for Essentials and Optimizer clients with regards to inquiries and issues related to PowerGridRx.

• Assess and prioritize connectivity issues or problems regarding PowerGridRx for clients, pharmacists, and TSS.

• Generate and track Zendesk tickets as necessary.

• Guide clients to the appropriate contact person.

• Offer TSS staffing solutions.

• Support the documentation of TSS training and interventions.

• Educate TSS and pharmacist personnel on intervention notes and parked orders documentation.

• Oversee the PipelineRx queue by assigning orders to the relevant pharmacist.

• Monitor queues to minimize turnaround times.

• Communicate with clients on behalf of on-duty pharmacists to enhance pharmacy workflow.

• Manage and prioritize high-volume client phone calls, responding during peak periods.

• Utilize the Phone Tree to ensure client visibility and coordinate IT assistance.

• Guarantee pharmacist coverage during the designated PipelineRx shift hours.

• Arrange for pharmacist coverage during emergencies, including instances of no-shows, call-offs, illness, and service interruptions.

• Facilitate communication between pharmacists and clients when there is an interruption in client-system access.

• Submit nightly activity reports to the TSS Manager.

• Serve as a resource for the on-duty pharmacist during shifts.

⛳️ Requirements

• Must possess a high school diploma.

• A Bachelor’s degree is preferred.

• Current National Certification and State license are required.

• Minimum of 1 year of experience as an institutional pharmacy technician.

• Strong IT skills and troubleshooting experience, including familiarity with ticketing systems such as Zendesk.

• Proficiency in Microsoft Office, particularly Outlook, Excel, and Word.

• Proficient with Google Drive, the internet, and email communication.

• Ability to work effectively and independently.

• Capability to switch between tasks without compromising customer service.

• Availability for emergency support as needed.

• Outstanding interpersonal and customer service abilities.

• Ability to meet physical demands, including operating office equipment, occasionally lifting up to 25 pounds, and engaging in extended computer/telephone work.

• Competency in working within an IT-secure, HIPAA-compliant environment.

• For remote work, a cable broadband or fiber optic internet connection with a minimum of 10Mbps download and 5Mbps upload is required.

🏝️ Benefits

• Eligibility for an annual bonus plan.

• Medical insurance coverage.

• Vision insurance benefits.

• Dental insurance options.

• Programs for well-being and behavioral health.

• 401(k) retirement plan.

• Company-paid life insurance.

• Tuition reimbursement opportunities.

• Minimum of 18 days of paid time off annually.

• Paid holidays.

• Leaves of absence available.

• Cable broadband or fiber optic internet service with minimum speeds of 10Mbps download and 5Mbps upload required for home working.