brightscrip Support Team Associate— Job Description
Scope of Role:
The brightscrip Support Team associate is responsible for supporting the daily operations of brightscrip’s support functions that includes phone, sms and technical support to manufacturer clients, pharmacies, provider offices and public inquiries. As a team member, this position will partner with the Client Services team to deliver exceptional support to manufacturer clients and pharmacy participants through phone, email and chat. This team member will be expected to lead by example, organize work, build reports, handle escalations, and help with ad hoc projects, and training. The brightscrip Support Team associate will work within the Customer Success Team and will report to the VP, Client Services. This position is an advocate in the overall culture, vision and values of Monarch.
Essential Duties & Responsibilities:
- Conduct the day-to-day operations of the Technical Support Team
- Act as an agent who will drive customer satisfaction through customer support
- Follow and learn all brightscrip SOPs and triage any out of process inquiry/request to client services manager;
- Responsible for following a support team shift schedule;
- Support client services team with ad hoc participation of weekly client check-in calls, including updates to client-specific business rules.
- Identify, forward, direct, and notify Monarch of extraordinary user requests, issues or concerns that require escalation as may occur from time to time. Use effective service recovery skills to solve problems or service breakdowns when they occur;
- Drive best practices and develop new opportunities and initiatives to advance the customer’s use of the brightscrip platform;
- Advocate for the pharmacy user customer, champion their happiness, and support the ongoing needs and goals of the pharmacy in connection with brightscrip at large – gathering feedback from pharmacy users and user stakeholders while understanding both how to meet them where they are and also how to help get them where they want to go;
Communication and Collaboration:
- Be a point of contact when it comes to technical escalations
- Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
- Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents
- Demonstrate wiliness to accept new responsibilities
Efficiency, Process Improvement, and Business Growth:
- Identify and determine opportunities in SOP improvements within the support team and recommend changes
- Proactively monitor the usage of brightscrip by pharmacy users to contribute to Quality Assurance reviews to ensure integrity of brightscrip application operations in the hands of the pharmacy user;
- Be actively involved with the operational delivery and UAT if required for new product and feature releases
- Assist in the creation and implementation of customer self-service material and tools
- Review all technical support related processes and documentation for continuous improvement
- Implement any necessary preventive measures to reduce customer faults and issues
Preferred Education/Experience/Credentials/Licensing/Certification:
- BS/BA degree or equivalent
- Pharmacy Technician experience or working in a customer or processing type role in a pharmacy
- 2+ years experience in account management and/or a customer success role
- Experience operating and collaborating with a remote team
Competencies:
- Superior communication and relationship skills, and demonstrated ability to communicate/present effectively with support stakeholders including clients, pharmacies, other health care providers, internal team members
- Skilled at problem-solving, decision making, and ability to navigate challenging situations in a professional manner
- Customer-focused, enthusiastic, positive and service-oriented
- Ability to prioritize and drive efficient processes while not compromising quality of service
- Intrinsically motivated, results-oriented, data focused and ambitious
- Team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations
- Working knowledge of a trouble-ticketing system approach including track and trace systems
- Experience with technology and able to learn new technologies quickly; familiar with SaaS application support requirements a plus
Job Type: Part-time
Pay: $17.00 - $22.00 per hour
Benefits:
- Flexible schedule
- Work from home
Schedule:
- Evening shift
- Monday to Friday
- Weekends as needed
Work Location: Remote