Implementation & Support Specialist
hace 9 días
Denver
Job Description Summary The Implementation & Support Specialist plays a crucial role in delivering high-impact service and support to our long-term care pharmacy, PBM, and logistics clients. As a member of the client implementation & service team, the Implementation & Support Specialist anticipates client needs, resolves complex service challenges, and strengthens the overall client relationship. This role involves daily client communication to understand and address benefit/client service/delivery, design needs, offering solutions, and coordination within internal teams. Serving as both a trusted advisor and hands-on problem solver, this position supports clients through the entire lifecycle, planning, implementing, training, troubleshooting, and optimizing services. With regular travel for onsite visits, the specialist builds rapport directly with client teams, provides face-to-face guidance, and ensures our solutions work smoothly in real-world settings. Attention to detail, strong organizational skills, and a proactive attitude are essential. Essential Duties and Responsibilities This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time. • Develop a deep understanding of StatimRx services, logistics workflows, proprietary systems (e.g., Dispatch Science), and client portal., • Act as a liaison between Client Services, Field Operations, IT, and Analytics teams to ensure seamless communication and execution of client needs (including reporting, logistic record maintenance and account coordination activities)., • Coordinate and support client onboarding, implementations, and service transitions by preparing documentation, facilitating meetings, and ensuring a smooth transition from implementation to ongoing service., • Conduct data analysis and generate reports, executive summaries, and client-facing documentation related to service performance, plan changes, and training materials., • Project coordinate: Work multiple projects simultaneously, demonstrating strong organizational skills and attention to detail to meet deadlines and achieve project goals., • Participate and sometimes lead client business reviews, recurring client meetings, and service recovery initiatives and occasional on-site visits when deemed necessary., • Proactively identify patterns in service requests and support process improvements to enhance client experience., • Maintain up-to-date and accurate records in Salesforce, Monday.com, and internal systems; track service interactions and client history., • Develop and track client-facing documentation related to plan setup, changes, and client training for system access. Coordinate with internal teams to create other client-facing documents and reporting materials., • Ensure accurate client information in all systems by performing specific administrative tasks, including maintaining Salesforce, Monday.com, and StatimRx proprietary systems., • Work effectively with employees and clients in different locations using various communication methods (phone, email, Teams, etc.)., • Serve as a dedicated service lead for a portfolio of StatimRx clients, ensuring day-to-day needs are met with accuracy, urgency, and care., • Identify patterns in client requests and work cross-functionally with teams to drive process improvements and eliminate recurring issues., • Troubleshoot complex service issues, including delivery logistics, medication filling/delivering discrepancies, billing concerns, and benefit authorizations (i.e. PBM backup orders, Hospice) resolving root causes, not just symptoms., • Provide ongoing education to clients regarding service features, portal use, reporting tools, and best practices in long-term care pharmacy operations., • Manage tasks of varying priority levels and respond in an appropriate and timely manner., • Ensure strict adherence to confidentiality, company policies, and standard operating procedures., • Perform other duties as assigned. Qualifications Bachelor’s Degree or equivalent strongly preferred. Minimum of 1 year experience in customer service or account management roles. Preferable experience in the pharmacy or pharmacy benefit management industry. Preferable experience with pharmacy or pharmacy benefit management industry and managing customer interaction via Salesforce or another CRM tool. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. • Well-organized and detailed with the ability to communicate in an appropriate and timely manner., • Ability to write and interpret correspondence, reporting and analytics., • Ability to speak effectively before groups and with internal/external colleagues and clients, • Intermediate knowledge of Microsoft Excel, Word, and PowerPoint., • Thorough knowledge of the applicability of relevant laws and regulations., • Ability to exercise discretion and independent judgement with respect to matters of significance., • This is a hybrid role with 50% travel requirement. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. (The phrases “occasionally,” “regularly,” and “frequently” correspond to the following definitions: “Occasionally” means up to 1/3 of working time, “regularly” means between 1/3 and 2/3 of working time, and “frequently” means 2/3 and more working time.) While performing the duties of this job, the employee is frequently required to sit; talk or hear; and use hands to handle, or touch objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee would rarely need to lift up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Work Environment The position is a full-time role based out of the Denver, CO office. This position will be primarily office based with about 50% travel which includes air, car, as well as overnight hotel stays. Hybrid remote work possible with proven ability to work independently and efficiently. The above statement reflects the general details necessary to describe the principal functions of the occupation and shall not be construed as a detailed description of all the work that may be inherent in the occupation. EEO Statement SPS Health, LLC, and all its affiliates, are equal opportunity employers committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. The Company makes hiring decisions based solely on qualifications, merit, and business needs at the time. PI277579699