Customer Care Pharmacy Support Analyst
Medsphere is currently interviewing for a Pharmacy Support Analyst to provide phone and online support within client infrastructure for Medsphere applications and services. The position may be remote or reside at corporate headquarters in Carlsbad, CA, depending on a current needs assessment. Minimal travel is required.
Special Requirements: The position involves availability to perform 24/7 support coverage on a rotational basis, as well as a willingness to work overtime, holidays and weekends as needed.
Principle Duties
- Monitor and respond to Medsphere support telephone and e-mail inquiries
- Extract appropriate information from the customer concerning issues; document issues in the customer relationship management tracking database
- Evaluate all technical issues and, if required, refer them to the appropriate application, QA or development personnel
- Monitor client databases to ensure stability and integrity of the system
- Resolve customer issues using proven troubleshooting techniques
- Provide customer with the resolution of the issue(s) and confirm closure
- Escalate unattainable solutions to the Lead Support Analyst for resolution and/or escalation
- Provide appropriate reports to management
- Serve as an account specialist, leading the discussion on support issues on account management calls with sites
- Performs other duties as required
Qualifications
Education and experience
- Bachelor's degree/registered pharmacist (Rph.) or pharmacy tech
- At least 3 years experience managing VistA Pharmacy Application desired
- At least 3 years direct experience using pharmacy systems, including experience with inpatient pharmacy systems at the Integrated Health Network (IHN) level or similar
- Demonstrated understanding of pharmacy workflow and bar code medication administration (BCMA)
- Experience in healthcare information systems
- Customer support experience preferred
Knowledge, abilities and skills
- Build good relationships with internal and external customers through diplomacy, flexibility and a passion for work
- Effectively communicate both orally and in writing
- Work independently from remote locations
- Analyze, comprehend and apply data
- Understanding of electronic/mechanical equipment
- Proactive in attaining goals and objectives with a self-starter disposition
To apply for an open position, please click on Medsphere Jobs to email your resume.