Senior Associate-Support Engineering

3 days ago

Noida, Uttar Pradesh, India Innovaccer Full time ₹ 6,00,000 - ₹ 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

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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