Remedi SeniorCare

Customer Informatics Specialist

US-OH-Troy
Job ID
2017-1653
Functional Area
IT - Customer Systems

Overview

The primary function of the job is to maintain the integrity of customer facing informatics systems through the timely response to demands for technical support that may originate from direct Customer request, Call Center and Account Management escalation or through Engineering / Development departments across the Remedi Pharmacy Enterprise. This function is successfully accomplished through deep understanding of the technical elements of Remedi provided solutions (“My Remedi”), the operational considerations of a pharmacy business (“the order entry/management process”), pharmacy software system (“Framework”) or related  interface touch-point (“EMR”) leading to the coordination of communication to ensure customer satisfaction.

General duties require the direct interaction with customers, including on-site availability with the customer as needed, operation of information systems to directly oversee or execute the position responsibilities, and the collaboration for the development and presentation or training of resource materials related to customer systems. Additional duties include the interaction with Remedi Call Center support associates to ensure the effective management, resolution and follow-up for customer inquiries and issue reports as well as participation in project planning meetings.

Responsibilities

  1. Ensure quick response time to requests for support of the My Remedi application for all Remedi pharmacy teams and facilities (user management, account creation, training, and implementation)
  2. Conduct trouble-shooting and root cause analysis of electronic order (CPOE) originated messages / error handling (Remedi “eOE” and EMR) [HL-7 / NCPDP]
  3. Coordinate communication and act as point of contact for 3rd party EMR vendors
  4. Maintain an accurate record of INBOUND support requests including point of origin, type of support request, and period to be able to provide information in the form of reports to promote systems improvements (“Service Desk”)
  5. Develop and deliver independent project-based assignments (training materials / process and workflow analyses) to support the standardization and optimization of technical response across the Remedi Enterprise
  6. Support interoperability (“Connexit”) customer facing implementations through facility set-up and account management interaction
  7. Engage with customers in a professional manner to communicate and manage issue resolution, and collaborate across internal Remedi teams to collect needed information to successfully support documentation for internal and customer purposes

Qualifications

Education:

  • High School Diploma or GED required.
  • Certification as a Pharmacy Technician preferred, but not required.

 

Experience:

  • Background in long-term care or health care is desirable with or without an emphasis on pharmacy services.
  • Background in the execution or management of project plans or comparable experience is required.

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