Senior Client Care Advocate

Overview

Description

The Senior Client Care Advocate will be responsible for supporting the needs of 340B’s Contract Pharmacy Partners which include ongoing operational support, troubleshooting, follow up and outbound communication regarding changes and updates.

Responsibilities

• Build sustainable relationships of trust through open and interactive communication with clients
• Properly escalate unresolved queries to the next level of support
• Follow up with clients and pharmacy partners as needed, provide feedback, and see problems through to resolution
• Contribute to building knowledge base of repeat requests
• Answer inquiries by clarifying desired information; researching, locating, and providing information
• Enhance organization reputation by accepting ownership for accomplishing requests and providing exceptional client experience
• Communications and assistance with client/wholesalers/contract pharmacies related to resolving any drug replenishment issues.
• Maintenance of internal contract pharmacy database
• Providing operational support for assigned contract pharmacy Help Desk tickets
• Maintain catalogs and pricing access with Wholesalers
• Utilize excellent customer service skills and exceed clients’ expectations
• Ensure proper recording, documentation, and closure of all requests
• Provide software training to new Pharmacies as onboarding process
• Provide training to newly added contract pharmacy partners

Requirements

• Organized and detail oriented
• Excellent verbal and nonverbal communication and active listening skills – high level of professionalism
• Advanced troubleshooting and multi-tasking skills; ability to prioritize and manage time effectively
• Client focused and ability to adapt/respond to different personality types
• Familiarity with help desk and call center support procedures
• Able to work independently and balance multiple priorities
• Strong phone and email communication skills
• Proficient in Microsoft Office, especially Excel
• Excellent problem-solving skills

Basic Qualifications

• 5 years’ experience in retail or hospital-based outpatient pharmacy environment
• Pharmacy Technician Certification (CPHT)

Preferred Qualifications

• Knowledge of 340B program, pharmacy operations preferred
• Wholesaler experience strongly preferred

About Us

Do you want to make a meaningful difference in the quality of healthcare? Omnicell is empowering health systems and pharmacies to radically transform the way they manage medications, so that they can achieve the vision of the Autonomous Pharmacy. Thousands of hospitals, pharmacies, skilled nursing facilities and care homes trust Omnicell to provide continuous innovation. They need us to deliver solutions to meet the ever-evolving challenges of the healthcare landscape. We encourage creative problem solving and outside-of-the-box thinking that only a diverse, well-rounded workforce can bring.
Join us as we build on our powerful combination of advanced automation, predictive intelligence, and expert services to create a safer future for patients - one where medication errors are a thing of the past. You'll be joining an organization whose culture encourages individual development, rewards intellectual curiosity, and embraces an inclusive environment. Join our growing company and help shape the future at Omnicell.
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.
Omnicell will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.