Role and Responsibilities
The Portal Support component of this job is primarily responsible for assisting in the development, implementation, maintenance, and training of the LifeFile Portals and ensuring data integrity across pharmacy portals and Salesforce. The team member plays an integral role in managing the prescriber and patient portals while providing exceptional customer service for existing and prospective providers and patients.
The Client Onboarding component of this job is to help our patients and providers optimally work with all the different companies under the Belmar Pharma Solutions umbrella. The more we can educate our customers at the start, the better experience they will have when working with us. This can include educating clinics about proper prescription submittal and creating awareness of common problems. The person in this role will also help set realistic expectations with patients and providers about turnaround time and prescribing limitations based upon compound beyond use dates.
Responsibilities include:
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- Acts as primary support for practices and providers using the ordering portals
- Troubleshoots and resolves portal and EPCS device issues in a timely manner
- Coordinates and performs trainings on the Portal with team members, retrains as necessary
- Partners with Portal Support Manager and Director of Customer Experience to identify projects and opportunities to streamline the LifeFile portal experience
- Resolves duplicate provider/practice/patient records in LifeFile in a timely fashion
- Works with sales team to ensure seamless process for new practices and providers
- Recognizes and addresses opportunities to ease ordering portal experience, solve practical portal issues, and expand portal usage across multiple pharmacy portals
- Back up support for “Verify Provider Data” queue in Belmar Pharmacy’s LifeFile
- Addresses patient and doctor portal questions and password resets
- Addresses inbound patient and provider questions/concerns via primary, patient portal, and prescriber portal inboxes in a timely manner
- Works one-on-one with Portal Support Manager to troubleshoot/address portal bugs and introduce new features for development
- Acts as primary point of contact for questions, requests, portal support requests, and trainings through email, phone calls, video calls, etc.
- Understand customer needs and try to align the portal implementation accordingly
- Educate patients and providers about products and services offered by Belmar Pharma Solutions
- Help reduce customer errors through education and training
- Proactively contact customers and manage a positive transition for the customer from the sales team
- Develop and maintain a positive business relationship with the sales organization at all levels to facilitate sales growth through proper onboarding
- Performs other duties as assigned
- Follows all policies and procedures set forth by the Company
- Maintains compliance with Company and HIPAA patient confidentiality requirements
- Performs other duties as assigned
