About PharmaForce
PharmaForce is a leading provider of innovative pharmacy solutions, specializing in 340B Third Party Administration (TPA) and Pharmacy Benefit Management (PBM) services. We leverage cutting-edge technology and industry expertise to help healthcare providers, payers, and patients navigate the complex landscape of pharmacy management. Our mission is to enhance patient care and access to medications by optimizing pharmacy programs across the spectrum. At PharmaForce, we foster a culture of innovation and collaboration, continuously striving to develop solutions that make healthcare more accessible and affordable for all.
Position Overview
We are seeking a talented and motivated Director of Client Support to join our team at PharmaForce. This role is crucial in leading the internal operations for the 340B TPA segment, ensuring smooth, efficient processes and managing escalated issues through the Operations team. This role drives operational excellence, client satisfaction, and data integrity across our technical operations, technical support, and gateway support teams.
Key Responsibilities
In this position, you will:
Operational Leadership:
- Oversee the 340B TPA operations, ensuring all processes are optimized and aligned with company goals.
- Lead and mentor a team responsible for technical support and mid-tier client support, fostering a culture of accountability and continuous improvement.
- Set up and lead calls to proactively communicate with all stakeholders about cases and projects.
- Ensure data integrity and accuracy in all 340B-related operations, particularly regarding the movement of data, integrations, and gateway setups.
Client and Team Management:
- Develop and maintain strong relationships with internal teams and clients, serving as a key point of escalation for complex issues.
- Manage client support teams using Salesforce for tracking incidents and problems, ensuring tickets are resolved within established SLAs.
Technical Oversight:
- Ensure the technical support team is proficient in 340B-specific processes, including mixed use, contract pharmacy, and gateway knowledge.
- Lead initiatives to improve data exchange processes, including SFTP and EDI file management.
- Analyze data trends to identify areas for process improvement and implement changes to enhance efficiency.
- Conduct thorough investigations into system malfunctions and client-reported issues, providing detailed reports and action plans.
Continuous Improvement:
- Drive process improvement initiatives across the client support teams, focusing on operational efficiency and client satisfaction.
- Develop and implement best practices for technical operations and client interactions to enhance efficiency and effectiveness.
- Continuously monitor system performance and client feedback to proactively identify areas for enhancement.
- Stay informed about industry trends and emerging technologies to anticipate future needs and maintain a competitive edge.
- Implement and optimize the use of CRM tools like Salesforce to manage client interactions and track performance effectively.
- Ability to advocate for departmental needs and align them with overall company objectives.
Qualifications
Required
- At least 5 years of experience in commercial operations or technical support in the 340B industry.
- Proficiency in CRM tools (Salesforce preferred) and a strong understanding of data exchange processes.
- Proven experience in handling complex technical issues and driving solutions to completion.
Key Competencies
The ideal candidate will demonstrate:
- Strong leadership and strategic thinking skills, with the ability to inspire and motivate teams.
- Excellent verbal and written communication skills, with the ability to engage and influence stakeholders at all levels.
- Strong understanding of 340B mixed-use, contract pharmacy, and gateway processes.
- Exceptional project management skills with the ability to manage multiple projects simultaneously and meet deadlines.
- Proficiency in data analysis, with a strong understanding of SFTP and EDI files.
- Working knowledge of SQL to support data analysis and troubleshooting efforts is preferred.
- Ability to advocate for departmental needs and align them with overall company objectives.
What We Offer
At PharmaForce, we value our employees and offer a comprehensive package to support your career growth and well-being:
- Competitive salary commensurate with experience
- Comprehensive health, dental, and vision insurance
- 401(k) plan with company match
- Collaborative and innovative work environment
- Remote-friendly work environment
Work Environment
- Location: Remote
- Travel: Less than 10%
- Schedule: Full-Time
How to Apply
Interested candidates should submit your resume to Careers@thepharmaforce.com with the subject line "Director of Client Support Application - [Your Name]"
Equal Opportunity Employer
PharmaForce is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other protected characteristic.