3125-Senior Associate-Support Engineering

The Role

We are seeking a dynamic Senior Associate, Customer Support to join our pharmacy team in Noida. 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.

Key Responsibilities

Customer Support & Issue Resolution

• Handle and resolve complex customer queries and escalations related to pharmacy quality management, medication adherence, and Star Ratings programs
• Provide expert technical support for our EQUIPP® platform and integrated pharmacy solutions
• Serve as primary escalation point for junior team members, ensuring timely and effective resolution of customer issues
• Document all customer interactions accurately in CRM systems and maintain detailed case records

Stakeholder Management

• Collaborate with pharmacy chains, independent pharmacies, health plans, and providers to optimize quality performance
• Support customers in understanding and implementing quality improvement initiatives and value-based care programs
• Conduct training sessions for pharmacy clients on platform best practices and quality measurement protocols

Process Improvement & Reporting

• Monitor and analyze customer support metrics including response times, resolution rates, and customer satisfaction scores
• Identify trends in customer issues and collaborate with product and engineering teams to implement solutions
• Contribute to knowledge base documentation and create training materials for internal and external use
• Generate regular reports on pharmacy quality performance and customer engagement metrics

Cross-functional Collaboration

• Work closely with Clinical Informatics, Data Analytics, and Product teams to address customer requirements
• Participate in implementation projects for new pharmacy partners and health plan collaborations
• Support quality management and reporting initiatives for Medicare Star Ratings and other performance programs

Requirements

Education & Experience

• Bachelor's degree
• 2-3 years of experience in customer support, preferably in healthcare, pharmacy, or

health technology

• Experience with pharmacy operations, medication management, or quality improvement

programs preferred

Technical Skills

• Proficiency in CRM and ticketing systems (Salesforce, Zendesk, or similar)
• Strong analytical skills with experience in data analysis and reporting tools
• Knowledge of healthcare quality measures, Star Ratings, and value-based care concepts
• Experience with database querying (SQL) and data visualization tools preferred
• Advanced proficiency in Microsoft Office Suite, particularly Excel

Core Competencies

• Excellent verbal and written communication skills in English
• Strong problem-solving abilities with attention to detail
• Ability to work independently in a remote/hybrid environment
• Customer-centric mindset with empathy and patience
• Adaptability to learn new technologies and industry regulations
• Project management and organizational skills

Preferred Qualifications

• MBA, M.Pharm, or advanced degree in a healthcare-related field
• Previous experience with pharmacy management systems or health IT platforms
• Knowledge of Medicare Part D, CMS regulations, and pharmacy quality measures
• Certification in customer service or project management
• Experience working with cross-functional teams in technology companies

Benefits

We offer competitive benefits to set you up for success in and outside of work.
Here’s What We Offer

• Generous Leaves: Enjoy generous leave benefits of up to 40 days.
• Parental Leave: Leverage one of industry's best parental leave policies to spend time with your new addition.
• Sabbatical: Want to focus on skill development, pursue an academic career, or just take a break? We've got you covered.
• Health Insurance: We offer comprehensive health insurance to support you and your family, covering medical expenses related to illness, disease, or injury. Extending support to the family members who matter most.
• Care Program: Whether it’s a celebration or a time of need, we’ve got you covered with care vouchers to mark major life events. Through our Care Vouchers program, employees receive thoughtful gestures for significant personal milestones and moments of need.
• Financial Assistance: Life happens, and when it does, we’re here to help. Our financial assistance policy offers support through salary advances and personal loans for genuine personal needs, ensuring help is there when you need it most.

Innovaccer is an equal-opportunity employer. We celebrate diversity, and we are committed to fostering an inclusive and diverse workplace where all employees, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, or veteran status, feel valued and empowered.

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 px@innovaccer.com. Additionally, please exercise caution and verify the authenticity of any requests before disclosing personal and confidential information, including bank account details.

About Innovaccer

Innovaccer activates the flow of healthcare data, empowering providers, payers, and government organizations to deliver intelligent and connected experiences that advance health outcomes. The Healthcare Intelligence Cloud equips every stakeholder in the patient journey to turn fragmented data into proactive, coordinated actions that elevate the quality of care and drive operational performance. Leading healthcare organizations like CommonSpirit Health, Atlantic Health, and Banner Health trust Innovaccer to integrate a system of intelligence into their existing infrastructure, extending the human touch in healthcare. For more information, visit www.innovaccer.com.

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