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Innovaccer is seeking a Data Operations Engineer II to join the pharmacy team in Noida, supporting a pharmacy quality management platform that serves healthcare providers, payers, and pharmacy networks. This role bridges pharmacy stakeholders and internal teams, focusing on complex issue resolution and continuous service improvement.
Key Responsibilities:
Customer Support & Issue Resolution: Handle and resolve complex customer queries and escalations related to pharmacy quality management, medication adherence, and Star Ratings programs. Provide expert technical support for the EQUIPP® platform and integrated pharmacy solutions. Serve as the primary escalation point for junior team members, ensuring timely and effective resolution. Document all customer interactions in CRM systems and maintain detailed case records.
Stakeholder Management: Collaborate with pharmacy chains, independent pharmacies, health plans, and providers to optimize quality performance. Support customers in understanding and implementing quality improvement initiatives and value-based care programs. Conduct training sessions for pharmacy clients on platform best practices and quality measurement protocols.
Process Improvement & Reporting: Monitor and analyze customer support metrics including response times, resolution rates, and customer satisfaction scores. Identify trends in customer issues and collaborate with product and engineering teams to implement solutions. Contribute to knowledge base documentation and create training materials for internal and external use. Generate regular reports on pharmacy quality performance and customer engagement metrics.
Cross-functional Collaboration: Work closely with Clinical Informatics, Data Analytics, and Product teams to address customer requirements. Participate in implementation projects for new pharmacy partners and health plan collaborations. Support quality management and reporting initiatives for Medicare Star Ratings and other performance programs.
Requirements:
- 3+ years of experience in customer support, preferably in healthcare, pharmacy, or health technology
- Experience with database querying (SQL) and data visualization tools preferred
- Experience with pharmacy operations, medication management, or quality improvement programs preferred
- Excellent verbal and written communication skills in English
- Strong problem-solving abilities with attention to detail
- Ability to work independently in a remote/hybrid environment
- Customer-centric mindset with empathy and patience
- Adaptability to learn new technologies and industry regulations
- Project management and organizational skills
