Pharmacy Services Specialist

Pharmacy Services Specialist

POSITION SUMMARY

The Pharmacy Services Specialist position provides both administrative and operational assistance to ensure efficient pharmacy services. This position works closely with the customer on Implementations and Transitions as well as continued training and collaboration initiatives.

KEY RELATIONSHIPS

The Pharmacy Services Specialist reports directly to the Director of Pharmacy Services. This position works closely with customers, both general staff as well as leadership. This position also works Grane Rx team members, including Customer Care Associates, Customer Care Tier II and Customer Success Advocates.

ESSENTIAL DUTIES AND RESPONSIBILITIES

· Lead new customer implementations

· Lead Refresh Program

· OmniCell Audit/Implementations

· MAR Reviews

· Internal training

o Phone and email etiquette

o Using key phrases and standard greeting/closing to enhance customer experience

· Oaisys audits (Customer Care phone call reviews)

· Back up for Customer Care Team

· Active participation in development of new programs, practices and educational activities

· Maintain consistent communication with Director of Pharmacy services

· Travel to customers to provide on-site support for transitions/implementations as well as training

· Project positive and professional demeanor through both verbal and non-verbal communication

· Demonstrate productive work habits with minimal supervision

· Accountable for actions and decisions demonstrated in daily work

· Maintain Leader Standard Work reporting

· Identify and escalate priority issues to appropriate functional area management

· Responsible for escalating all quality-related occurrences to the Grane Rx Quality team, as well as escalating any service related issues to Grane Rx leadership

· Follow procedure/SOP and guidelines to ensure compliance is maintained

· Competent in software systems that include FrameworkLTC, FrameworkECM, SalesForce and Microsoft Teams

· Meet change with positive and supportive behavior

· Additional duties as assigned by management or between customers and Grane Rx

EXPERIENCE, SKILLS AND EDUCATIONAL REQUIREMENTS

· Preferred pharmacy experience

· Preferred experience in long term care, PACE, ALF

· High school diploma or equivalent required

· Customer-Centric and Patient-Centric mindset

· Proven customer support experience

· Strong interpersonal skills

· Effective problem solver

· Creative and critical thinking towards solutions

· Strong organizational skills

· Passion for excellence with respect to customers

· Experience using Microsoft Office applications (Excel, Work, PowerPoint, Outlook etc.)

ADDITIONAL SKILLS AND REQUIREMENTS

· Ability to read, write, speak and comprehend English.

· Ability to use good judgment.

· Ability to work in a fast paced, challenging and technical environment.

· Ability to work with teams.

· Active listening skills.

· Adaptability.

· Attention to detail and accuracy.

· Attention to detail and completion of all workflow steps.

· Customer service orientation.

· Excellent communication skills – verbal and written.

· High energy level.

Information contained in this description represents the general nature of work being performed. This is not an exhaustive list of all responsibilities, duties and skills required for the position. Reasonable accommodations will be considered in appropriate circumstances; however, as the nature of an accommodation may vary depending on the needs and desires of an individual with a disability, it is impossible to describe in advance

specific accommodations that will be considered.

NOTE: Company management reserves the right to amend and revise responsibilities to meet business and organizational needs.