Posted:2 weeks ago|
Platform:
Work from Office
Full Time
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.
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
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
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
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
Innovaccer
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