Pharmacy Systems Support Manager

We are a software company which specializes in pharmacy software management solutions. We are headquartered in Pine Brook, NJ with offices in CA and NY. Currently, our Fresno, CA Office is seeking a Pharmacy Systems Support Manager who can ensure our staff is providing superior customer service to our pharmacy retail clients. We are looking for someone with a strong background in pharmacy, knows how a retail pharmacy works, has experience managing a staff and has a basic understanding of how to process insurance claims using a pharmacy software system.

Location: Fresno, CA

Compensation: Negotiable, depending upon experience

Position Overview:

Reporting to the Director of Customer Operations, the Product Support Manager will be the direct line manager to the Product Support team members. The primary responsibility includes the coordination and delegation of work to produce effective and efficient products and services necessary to achieve customer satisfaction in a professional and prompt manner. The Product Support Manager will play an integral part in identifying our pharmacy customer issues, troubleshooting, handling of escalated issues, training, documenting, and providing resolutions to customers. This includes prioritizing, coordinating resources, actively resolving outages, coordinating installations, and managing customer issues, expectations, and requests.

Lead Responsibilities:

-Hire, train, and mentor staff on handling and processing customer related issues including training and support
-Manage staff by clearly identifying, documenting, and taking necessary steps of action to bring reported issues to resolution of insurance claims
-Manages and/or takes ownership of calls requiring further escalation
-Assists with the project management /coordination of customer implementation plans and installations
-Direct, coordinate and schedule the workload of the product support team
-Coordinate system setup required for upcoming installations by customers
-Directs the product support staff to perform in-house and/or on-site training as well as routine site visits
-Provide training on version releases to clients
-Review daily calls and gather statistics to identify repeat issues or high volume activity and make recommendations that will decrease call volume and improve productivity
-Oversees and ensures product support staff reports, monitors, and troubleshoots end-user problems to meet customer satisfaction within a timely manner
-Train staff on appropriate software and hardware designed and supported by the organization
-Ensure staff obtains and documents all end user application configuration profiles
-Maintain Customer Knowledge Base
-Document and ensure daily, weekly, and monthly operations are being performing as scheduled
-Produce monthly productivity and status reports
-Identify and recommend new technology and/or software enhancements to the Product Management group
-Reviews industry publications and other materials relevant to the business so that all software is kept current with industry standards
-Act as liaison to the customer for the Product Management Advisory meetings
-Manage “on-call” support staff
-Manage phone and support queues as well as call entry and validation in the CRM
-Write yearly performance reviews

Required Skills:

-Highly motivated, self-starter who leads through example and is able to work without supervision, with proven mentoring and leadership skills, and has a strong work ethic
-Experience working in a team-oriented, helpdesk or customer service environment/call center
-Exceptional customer service skills which includes excellent written, oral and interpersonal skills, with a focus on rapport-building, listening, and questioning skills
-Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
-Ability to learn and support in-house applications as well as learn and support new hardware and communication protocols
-Proven problem solver and critical thinker who can identify complex problems and review related information to evaluate and implement solutions
-Strong organizational and time management skills with the ability to manage multiple assignments simultaneously in a fast paced environment
-Must have a demonstrated ability to manage projects effectively, take projects to completion with a keen attention to detail, work within tight deadlines and perform under pressure.
-Solid knowledge of computers, peripherals, operating systems, and network configuration
-Proficient in Microsoft Applications (Word, Excel, PowerPoint, Outlook)

Education

-A Bachelor’s Degree and 3 years work experience is preferred. However, four years experience in Product Support may waive the educational requirements.
-Pharmacy Technician or Retail Pharmacy experience a plus

Please email resumes to Jobapply@opus-ism.com

• Location: Fresno, CA
• Compensation: depending upon experience
• OK for recruiters to contact this job poster.
• Phone calls about this job are ok.
• Please do not contact job poster about other services, products or commercial interests.