Manager, Pharmacy Implementation & Support

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
• 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