Responsibilities:

• Oversee a customer support team that is responsible for managing communications with 340B covered entities regarding their use of 340B ESP™, a proprietary software platform, and compliance with manufacturers’ policies on contract pharmacy utilization. Most communications are via email & chat, paired with limited communications through our call center.
• Understand the details and nuances of pharmaceutical manufacturer policies to ensure the most efficient and effective support and communication management.
• Manage the escalation of priority customer tickets and issues for resolution
• Work directly with the team on a weekly basis to resolve and respond to customer inquiries.
• Support improved tracking and management of inbound communications related to the ESP platform, pharmaceutical manufacturers and other third parties.
• Enhance current support processes and workflows to ensure efficient and effective management of inbound communications and customer interactions across clients.
• Develop process manuals and materials that can be leveraged in supporting new client launches and onboarding to the platform.
• Oversee and guide the support team on responses on BAAs, Terms of Use and Security Assessments related to covered entities use of the platform.
• Develop and enhance 340B ESP’s communications with covered entities by engaging with them directly to resolve issues and receive feedback.
• Help shape the development of 340B ESP based on covered entity feedback and engagement.
• Coordinate with other third parties who may be providing operational support to pharmaceutical manufacturers in effectuating their policies.

• Minimum 3 years of work experience within the 340B industry (TPA experience preferred)
• Minimum 3 years of work experience in a support center leadership or account management role in the healthcare industry
• Proficient in Microsoft Office, including PowerPoint, Excel, Word and Outlook
• Commitment to producing high quality work product with attention to detail
• Eager to learn and research new healthcare content
• Strong verbal and written communication skills
• Desire to work within a mostly virtual team environment
• Ability to travel up to twice per quarter for meetings, conferences, etc.

Salary Range: $110,000 - $130,000 per year.

Candidate must be able to submit verification of their legal right to work in the U.S., without company sponsorship.

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