Senior Associate-Support Engineering

7 days ago


Noida, Uttar Pradesh, India Innovaccer Full time ₹ 9,00,000 - ₹ 12,00,000 per year

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



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