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Senior Associate-Support Engineering

Senior Associate-Support Engineering

Innovaccer

2 - 3 years

10 - 14 Lacs

noida

Posted:3 weeks ago| Platform:

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Skills Required

data analysis ticketing tools microsoft office suite customer support crm python data warehousing sql server sql plsql salesforce zendesk java etl tool quality improvement data integration tools data visualization database queries etl

Work Mode

Work from Office

Job Type

Full Time

Job Description

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

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Senior Associate-Support Engineering