Associate Support Analyst, Technology

Job Responsibilities

• Resolve Incident, and process web based incidents from in-store retail pharmacies, Specialty Pharmacy, Pharmacy Central processing centers, Long Term Care Pharmacy issues related to computer software used to process customer prescriptions, prescription adjudication issues, how to questions, Medication Therapy Management, Inventory issues, Drug Pricing issues, POS issues, IVR issues, Customer text messaging issues, Outbound call issues, Immunization processing issues, Drug DUR issues, Drug Restrictions, prescriber restrictions, regulatory restrictions, software access issues, Printer Configuration issues, scanner configuration issues, workstation configuration issues, and reporting questions.
• Log the resolution to the incidents within established SLA timeframes.
• Resolve Third Party Edit overrides to Adjudication switch edits, within established SLA Timeframes.
• Maintain Third Party Plan configurations for adjudication of prescriptions in pharmacy host system, and pharmacy Enterprise Control Center.
• Maintain Prescription Drugs: Drug grouping, and Pricing, and reorder records, drug adds.
• Maintain Drug restriction edits, in Pharmacy Host system and in Manufacture services.
• Process user access requests to various HIPAA related pharmacy applications (EPS, IVR, CSOS, Therogy, CPS, Central AR, Axway), adding users, deactivating users.
• Application Version and Update Testing
• Maintain Prescriber Edits, in Lexis Nexis for compliance restrictions, and provide overrides/extensions as necessary.
• Maintain Customer facing Pharmacy Hours for IVR, Mobile App, and Website, and business units, so Giant eagle website.
• Clock in on-call support, for critical issues.
• Create knowledge Documents for routine issues, to provide detailed step by step diagnosis and resolution for yourself and for other team members, and other teams.
• Maintain centralized configuration of the Enterprise Pharmacy Application settings.
• Maintain Manufacture Service Edits for prescription Drugs, and Immunizations.
• Clock in on-call support, for critical issues.
• Create knowledge Documents for routine issues, to provide detailed step by step diagnosis and resolution for yourself and for other team members, and other teams.

Job Description

This role will be required to be based in the Pittsburgh area in order to attend monthly meetings at our Cranberry Township office. This position will be required to work on call rotation schedule evenings and weekends.

Experience Required

• 1 to 3 years pharmacy technology support or pharmacy technician experience

Experience Desired

• Customer service experience;
• Proven ability to quickly learn all aspects of Pharmacy technical software product;
• Experience working in a retail environment

Education Desired

• Associates Degree or Bachelor's Degree in Computer Science or Information Technology

Experience Required

• MS Office Suite, specifically Excel at an intermediate level(pivot tables, VLOOKUP)

Experience Desired

• Familiarity with ServiceNow ticketing software or comparable ticketing system
• Familiarity with EPS (Enterprise Pharmacy System), Central Fill, and GE DoS pharmacy system.
• Hightly Desired: Experience working with external software vendors on support issues: Optum, LexisNexis, Script Drop, mScripts, Framework, Sage, eMar (TabulaPro, PCC), Appris, MedAdvisors and other vendors

About Us

At Giant Eagle, we believe in nourishing life’s moments, big and small, because they matter. We strive to lead the way in quality, service, and everyday value. Most importantly, the compassion, care, and respect our Team Members show to each other and in our communities is what truly sets us apart. Here, you’ll find a place to win, grow, and be better together. If you want to make a real impact, belong to a supportive community, and build a meaningful career, we invite you to grow your future with us — because you matter. The hiring range for this position is $55000.00– $64200.00 per hour/year. This range represents the anticipated base pay for this role. Actual compensation will be determined based on factors such as experience, skills, education, and location. Eligible employees may be offered health, vision, and dental insurance, personal/sick paid time, 401(k) retirement savings plan, bonus potential, paid bereavement, vacation and paid holidays.