QNS Recruiting

  • Pharmacy Transition Lead

    Posted Date 1 week ago(12/6/2018 11:36 AM)
    Job ID
    Grane Rx
    Customer Service/Support
    Regular Full-Time
    Education Level
    Associates Degree
    Experience Needed
    3-5 years
    Salary Info
    Based on experience
  • Overview

    Pharmacy Transitions Lead 

    Full Time - Pittsburgh 

    The Pharmacy Transitions Lead position primary focus is to ensure a positive customer experience during pharmacy service transitions with new customers and post-live transition customer support through the customer relations management process.  This position will establish and maintain effective communications and support for external customers and cross-functional teams internally.  This position will ensure long-term success by managing the transition process and delivering a world-class, on-time, on-budget, and value-oriented pharmacy transition experience.

    The Pharmacy Transitions Lead reports directly to the Operations Manager_Transitions. 


    • Support Operations Manager_Transitions in pharmacy transitions process from customer commitment stage through customer relations management process to completion of transition period.  
    • Support Operations Manager_Transitions in development of  implementation timeline, prioritize project tasks and coordinate tasks, deliverables and communicate status.
    • Contributes to ongoing analysis and process improvement of the interactions between the customer and the operations team, as well as identifying and developing solutions for the ongoing pharmacy transitions training and education needs.
    • Manage multiple customer pharmacy transition projects and internal projects at the same time.
    • Involved in off-site meetings and follow up calls.
    • Contributes to the development, documentation, and implementation of a standardized pharmacy transition approach from contract execution to post implementation analysis.
    • Supports pharmacy transitions by collaborating cross-functionally with internal and external teams.
    • Utilizes mechanisms (ie. survey) to capture and document customer requirements with a systematic, streamlined methodology.
    • Continually identify pain points that affect the user or pharmacy transition experience and initiate solutions.
    • Manages, tracks, and escalates key milestones and deliverables to ensure customer expectations are being met.
    • Document customer interactions in customer relations management system.
    • Integrate customer and pharmacy personnel feedback through regular interaction, customer satisfaction surveys and feedback from customer-facing colleagues to evolve and continuously improve pharmacy transition materials, tools and processes.
    • Familiarity with software systems that include FrameworkLTC, FrameworkECM, SalesForce, Omnicell, Verint, and TCGRx.
    • Up to 65% travel


    • 3+ years relevant work experience in a customer service role.
    • Proven ability to work independently and be proactive with innovative ideas to drive customer success.
    • Ability to create trust and confidence quickly; presents a positive and professional image.
    • Empathize with every aspect of the customer journey, putting the customers’ needs first.
    • Customer orientation and ability to adapt/respond to different types of inquiries.
    • Proven customer support experience – passion for excellence with respect to treating and caring for customers.
    • Strong phone contact handling and active listening skills.
    • Demonstrated ability to work in highly collaborative, cross-functional environments.
    • Excellent written, verbal communication, and presentation skills
    • Strong working experience with Microsoft applications, with a particular strength in Word, Outlook, Excel, Visio, Project, and PowerPoint.
    • Adhering to the core values of the company which include accountability, integrity, making a difference, quality, respect, stewardship, and teamwork.




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