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Support Operations Associate, HAP Tech

Location: Washington, DC, United States
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Description

HAP Tech, a subgroup of BRGs Healthcare Analytics practice (HAP), is one of the firms largest and fastest growing teams. This innovative group is currently looking for talented and dynamic professionals to join us as we continue to grow! HAP Tech supports and advises pharmaceutical manufacturers on how to navigate the challenges and complexities of the 340B program as well as other areas of the healthcare ecosystem. Our team is the established market leader in data and technology solutions for 340B-related issues and we support an impressive client base which includes the largest pharmaceutical manufacturers in the US as well as early-stage biotech companies. Beyond our syndicated solutions, we also integrate and synthesize data to deliver unparalleled analytics and insights into various aspects of the 340B program and the pharmaceutical supply chain.

TheSupport 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.

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
  • 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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