Support Operations Associate, HAP Tech

Description

The Support Operations Associate is a service support role that will provide communication management for users of the 340B ESP™ platform. In addition to this, the Support Operations Associate will have the opportunity to assist with tasks related to practice operations.

Job title and compensation to be determined based on qualifications and experience.    

Responsibilities:  

• Manage all communications between 340B covered entities and manufacturers regarding their use of 340B ESP™, a proprietary software platform, and compliance with manufacturers’ policies on contract pharmacy utilization. Communications are via chat, email, and phone
• Provide advanced technical assistance and offer educational support to address complex issues for users of the 340B ESP™ platform
• Understand the basics and nuances of pharmaceutical manufacturer policies to ensure the most efficient and effective support and communication management
• Coordinate with pharmaceutical manufacturer clients on various policy related questions 
• Coordinate with other third parties who may be providing operational support to pharmaceutical manufacturers in effectuating their policies
• Support improved tracking and management of inbound communications related to the ESP platform, pharmaceutical manufacturers and other third parties
• Enhance current support processes and workflows to ensure efficient and effective management of inbound communications and customer interactions across clients
• Improve and develop process manuals and materials that can be leveraged in supporting new client launches and onboarding to the platform
• Help perform other operational tasks or provide support across the 340B practice as needed
• Maintain adherence to quality control and SLA standards 

Basic Qualifications:  

• Minimum two years of work experience in a support or customer facing role in the healthcare industry; A minimum of 5 years of experience is required for the Senior level position. Job title to be determined based on relevant qualifications and experience.    
• Background related to the 340B Drug Pricing Program highly preferred
• Excellent analytical and problem-solving skills
• Proficient in Microsoft Office, including PowerPoint, Excel, Word and Outlook
• Experience working with clients or helping to support client deliverables
• Commitment to producing high quality work product and attention to detail
• Eager to learn and research new healthcare content
• Strong verbal and written communication skills
• Desire to work within a team environment

Candidate must be able to submit verification of his/her legal right to work in the United States, without company sponsorship.  

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 Salary Range: $55,000 - $90,000