Pharmacy Implementation Manager

ECP is a market-leading SaaS software solution that enables senior living communities to better care for their residents. ECP partners with hundreds of pharmacies nationwide to supply 6,500+ communities with real-time electronic prescription updates. As our pharmacy client base expands, so does the need for talented team members to support hundreds of real-time interfaces, vendor partnerships, and ECP’s pharmacy-integrated features.

This role offers a unique opportunity for someone to make a significant impact on how we shape and scale the pharmacy team and operations. As Pharmacy Team Manager, you will play a critical role in helping to develop and grow the team, as well as developing the structure, process, and documentation that helps us standardize how we support our pharmacy partners as we scale. Additionally, you will provide exceptional service and support to our Pharmacy Partners directly, taking on the most complex challenges and opportunities within the team. This is a player-coach role. The Pharmacy Team Manager will both lead and be an all-star member of the pharmacy team, working to ensure world-class experiences for our pharmacy partners and customers.

We are based in Wisconsin, but we are open to the role being fully remote. This is a full-time, salaried, exempt position.

Help to develop meaningful KPIs, then use the data to improve workflows and processes moving forward

Monitor and manage team performance to ensure SLAs, KPIs, and objectives are met

Assist with recruiting. Help to grow and develop the team while creating a high-performance culture built around achievement, productivity, retention, and employee growth

Coordinate coverage, scheduling, time off, after hours & on-call team responsibilities in partnership with Customer Support leaders, ensuring complete coverage both day-to-day and for critical or emergency responses[JL1]

Recommend and develop processes and policies to improve business outcomes

Document technical processes and configurations

Collaborate cross-functionally with Sales, Customer Support, Customer Success, Customer Implementation, Engineering, and Product teams to provide recommendations on process improvements and deliver to the customers’ expectations

Be a point of excellence and escalation within the pharmacy team and other internal teams; when a challenging new question arises, be someone your colleagues can turn to for help

Onboard new pharmacy partners by training, coordinating go-live plans with facilities, and executing data integrations

Provide first-tier technical support to ECP pharmacy partners via email & phone. Monitor the pharmacy support telephone line and inbox, take calls and emails as they come in, and triage and respond in a timely manner.

Execute software interface installations

Monitor & troubleshoot pharmacy server connections and other interfaces

Troubleshoot client issues & concerns

Help maintain pharmacy-integrated features of ECP

Carry out changes as communicated by management

Participate in after-hour and emergency coverage as required

Requirements

Bachelor’s Degree

5+ years of applicable experience in a similar role

2+ years of applicable management experience (directly overseeing people)

Customer service and technical support experience

Computer networking knowledge

Advanced troubleshooting skills

Strong time management and organization skills; ability to navigate competing priorities, irregular workflows, and a high volume of functional tasks

Ability to be flexible and adaptable in a fast-paced, evolving environment

Strong change management skills

Windows/Microsoft Office knowledge

Strong communication skills (written, over-the-phone, face-to-face)

Technical writer, skilled with email etiquette

Critical thinker & problem solver

Self-motivated

Willingness to learn new topics, responsibilities, and processes as our business grows and evolves