Innovaccer

Senior Customer Experience Specialist

Innovaccer

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Job Level

Senior

Tech Stack

SQL

About the role

  • Resolve complex pharmacy-related issues, including medication adherence and Star Ratings.
  • Provide advanced support for the EQUIPP® platform and act as the main escalation point.
  • Collaborate with pharmacies, health plans, and providers to improve quality performance.
  • Maintain accurate CRM records and track support metrics for continuous improvement.
  • Deliver client training, support onboarding, and contribute to knowledge base content.
  • Work with cross-functional teams to address recurring issues and enhance product functionality.
  • Support quality reporting and value-based care initiatives.

Requirements

  • Bachelor’s degree (advanced degree preferred)
  • 5+ years in customer support, preferably in healthcare or pharmacy tech
  • Knowledge of pharmacy operations, medication management, and quality programs.
  • Proficient in CRM tools (Salesforce, Zendesk) and data analysis (SQL, Excel)
  • Strong understanding of Star Ratings, CMS, and value-based care
  • Excellent communication, problem-solving, and attention to detail
  • Comfortable working independently in remote/hybrid setups
  • Experience with health IT platforms and cross-functional collaboration
  • Project management skills; certifications a plus
Benefits
  • Generous Paid Time Off: Recharge and relax with 22 days of fixed time off per year, in addition to company holidays—because we believe work-life balance fuels performance.
  • Best-in-Class Parental Leave: Spend quality time with your growing family. We offer one of the industry’s most generous parental leave policies to support you during life’s most important moments.
  • Recognition & Rewards: We celebrate wins—big and small. Get rewarded with monetary incentives and company-wide recognition for your impact and dedication. Your hard work won’t go unnoticed.
  • Comprehensive Insurance Coverage: Stay covered with medical, dental, and vision insurance, plus 100% company-paid short- and long-term disability and basic life insurance. Optional perks include discounted legal aid and pet insurance.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
CRM toolsSalesforceZendeskdata analysisSQLExcelproject management
Soft skills
communicationproblem-solvingattention to detailcollaborationindependent work