Associate Support Analyst, Technology

Job Summary

As an Associate Support Analyst, Pharmacy IT Systems you will document, troubleshoot and resolve or escalate technology or application support while ensuring end-user satisfaction. This may include support of a specific technology, application or business process. You will also assist users with day-to-day questions and issues, maintain system documentation, provide instruction and training to business users and solve problems to root cause.

Job Description

This role will be required to be based in the Pittsburgh area in order to attend monthly meetings at our Cranberry Township office. 

This position will be required to work on call rotation schedule evenings and weekends.

• Experience Required: 1 to 3 years pharmacy technology support or pharmacy technician experience

• Experience Desired: Customer service experience;

• Proven ability to quickly learn all aspects of Pharmacy technical software product;

• Experience working in a retail environment

• Education Desired: Associates Degree or Bachelor's Degree in Computer Science or Information Technology

• Experience Required: MS Office Suite, specifically Excel at an intermediate level(pivot tables, VLOOKUP)

• Experience Desired: Familiarity with ServiceNow ticketing software or comparable ticketing system

• Experience Desired: Familiarity with EPS (Enterprise Pharmacy System), Central Fill, and GE DoS pharmacy system.

• Highly Desired: Experience working with external software vendors on support issues: Optum, LexisNexis, Script Drop, mScripts, Framework, Sage, eMar (TabulaPro, PCC), Appris, MedAdvisors and other vendors

Job Responsibilities

• Resolve Incident,  and process web based incidents from in-store retail pharmacies, Specialty Pharmacy, Pharmacy Central processing centers, Long Term Care Pharmacy issues related to computer software used to process customer prescriptions, prescription adjudication issues, how to questions, Medication Therapy Management,  Inventory issues, Drug Pricing issues, POS issues, IVR issues, Customer text messaging issues, Outbound call issues, Immunization processing issues,  Drug DUR issues, Drug Restrictions, prescriber restrictions, regulatory restrictions, software access issues, Printer Configuration issues, scanner configuration issues, workstation configuration issues, and reporting questions.  Log the resolution to the incidents within established SLA timeframes.

• Resolve Third Party Edit overrides to Adjudication switch edits, within established SLA Timeframes.

• Maintain Third Party Plan configurations for adjudication of prescriptions in pharmacy host system, and pharmacy Enterprise Control Center.

• Maintain Prescription Drugs: Drug grouping, and Pricing, and reorder records, drug adds.

• Maintain Drug restriction edits, in Pharmacy Host system and in Manufacture services

• Process user access requests to various HIPAA related pharmacy applications (EPS, IVR, CSOS, Therogy, CPS, Central AR, Axway), adding users, deactivating users.

• Application Version and Update Testing

• Maintain Prescriber Edits, in Lexis Nexis for compliance restrictions, and provide overrides/extensions as necessary

• Maintain Customer facing Pharmacy Hours for IVR, Mobile App, and Website, and business units, so Giant eagle website.

• Coordinate deployment of software releases, and testing of the release for pharmacy software application releases: EPS, ConvergeRx, Long Term Care, and others

• Work with external software vendors on support issues: Optum, LexisNexis, Script Drop, mScripts, Framework, Sage, eMar (TabulaPro, PCC), Appris, MedAdvisors and other vendors

• Perform after hours and Weekends on-call support, for critical issues.

• Create knowledge Documents for routine issues, to provide detailed step by step diagnosis and resolution for yourself and for other team members, and other teams

• Maintain centralized configuration of the Enterprise Pharmacy Application settings

• Maintain Manufacture Service Edits for prescription Drugs, and Immunizations.

• Coordinate issues with other functional areas within Pharmacy and IT: Operations, Compliance, Procurement, Analytics, Clinical Services, Learning and Development

• new store / conversions – assist with new store configuration, testing, coordination with vendors, and in-store team members, and testing.

• Training in-store team members are part of the incident resolution process, to allow team members to work through the problem themselves in the future.