Innovaccer Analytics is hiring a Senior Customer Experience Specialist to support our pharmacy team and quality management platform. In this role, you will act as a key liaison between pharmacy stakeholders and internal teams to resolve complex issues and drive value-based care initiatives.
What You'll Do
- Resolve complex pharmacy-related issues, including those related to medication adherence and Star Ratings.
- Provide advanced support for the EQUIPP® platform and act as the main escalation point.
- Collaborate with pharmacies, health plans, and providers to improve quality performance.
- Maintain accurate CRM records and track support metrics for continuous improvement.
- Deliver client training, support onboarding, and contribute to knowledge base content.
- Work with cross-functional teams to address recurring issues and enhance product functionality.
- Support quality reporting and value-based care initiatives.
What We're Looking For
- Bachelor’s degree.
- 5+ years in customer support.
- Knowledge of pharmacy operations, medication management, and quality programs.
- Proficient in CRM tools (Salesforce, Zendesk) and data analysis (SQL, Excel).
- Strong understanding of Star Ratings, CMS, and value-based care.
- Excellent communication, problem-solving, and attention to detail.
- Comfortable working independently in remote/hybrid setups.
- Experience with health IT platforms and cross-functional collaboration.
- Project management skills.
Nice to Have
- Advanced degree.
- Experience in healthcare or pharmacy tech.
- Project management certifications.
Technical Stack
- Salesforce
- Zendesk
- SQL
- Excel
- EQUIPP® platform
Team & Environment
You will be part of our pharmacy team and regularly collaborate with cross-functional teams.
Benefits & Compensation
- 22 days of fixed time off per year plus company holidays.
- Generous parental leave policy.
- Monetary incentives and company-wide recognition programs.
- Medical, dental, and vision insurance.
- 100% company-paid short- and long-term disability and basic life insurance.
- Optional discounted legal aid and pet insurance.
Work Mode
This position follows a hybrid work model.
Innovaccer Inc. is an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive workplace where all employees feel valued and empowered regardless of any characteristic protected by federal, state or local law.
