Manager, Clinical Operations & Technology

Department: Asembia Technology

Reports To: VP, Patient and Physician Engagement

Primary Function

This role is responsible for clinical support and customer success using Asembia’s technology, which includes managing and/or providing consultative services regarding the features and modules within Asembia-1 pharmacy system, overseeing the utilization and enhancements of Asembia-1 by external clients, delivering pharmacy technology demonstrations to potential clients and assessing their needs, continually working with existing partners to manage their software implementation process and providing ongoing account and software support during and after business hours, and communicating client feedback to supervisor and executive team. This role is pivotal in the ongoing relationship with the client and acts as a business architect providing insights on best practices on the ability of the application.

Job Scope And Major Responsibilities

• Consult on or manage the Workflow, Tasks and Clinical Consult module functions in Asembia-1 by ensuring clients’ business needs are met.
• Capable of complete preparation, including but not limited to, the writing, reviewing and editing of electronic, clinical and pharmaceutical documents
• Understands clinical data and uses text, tables, and figures as appropriate to accurately and effectively convey key messages
• Act as a Subject Matter Expert for features within Asembia-1 including but not exclusive to Clinical Consult, Workflow pages, Task pages, Reach functions and Enrollment functions
• Train clients on the use of current functions, enhancements, and new features within Asembia-1
• Monitor internal and external compliance of manufacturer programs, participate in discussions with key contacts to ensure program deliverables are met, continually work to improve program outcomes
• Provide pharmacy technology demonstrations to potential clients when necessary
• Provide Asembia-1 software support during business hours as well as on-call after-hour support
• Work with client to understand requirements and propose possible solutions when applicable
• Support Help desk and A1 IT Team with root cause analysis and resolution of production support tickets
• Act as Business Architect to review project documentation and ensure requirements are correct and meet the client’s needs
• Provide support for QA and UAT testing to ensure enhancements are fit for client use
• Maintain productivity and efficiency while appropriately prioritizing workload
• Maintain accurate and thorough records of client information and client interactions and ensure confidentiality of client and company information
• Identify and overcome client objections or disinterest
• Choose the appropriate communication style for each client and adapt, if needed
• Ensure client satisfaction and communicate client needs to senior staff members
• Other duties as assigned by supervisor
• Compliance with the provisions of the Health Insurance Portability and Accountability Act of 1996 and its implementing regulations, as amended (“HIPAA”)

• An active license to practice pharmacy in the US
• Strong command of the English language
• Demonstrated experience in Medical Writing or Patient Counseling
• Ability to translate clinical language into laymen’s terms
• Experience in customer relations
• Experience supervising staff
• Preferred skills/qualifications:
• Specialty and community/retail pharmacy experience
• Account management experience
• Basic IT/Programming knowledge
• Prior sales or call center experience
• Prior training in sales or marketing
• Excellent written/verbal communication and customer service skills
• Excellent documentation skills and diligent follow-up
• Demonstrated ability to work successfully with minimal supervision
• Ability to work in a team environment, building strong cross-functional relationships
• Detail-oriented, works well under pressure, quick thinker, and a collaborative team player
• Familiarity with specialty accreditation criteria (e.g. URAC or ACHC)
• Understanding of System Development Life Cycle methodologies
• Understanding of basic Project Management skills