Portal Support Specialist (CO, Golden)
About the role
Belmar Pharma Solutions has been an industry pioneer since 1985, creating compounded medications tailored to individual patient needs. Our 503A pharmacies serve healthcare providers and patients nationwide, while our 503B outsourcing facilities compound hormones for clinical practices. This role combines Portal Support and Client Onboarding responsibilities to ensure seamless portal experiences and optimal customer education.
The Portal Support component focuses on developing, maintaining, and training users on the LifeFile Portals while ensuring data integrity across pharmacy portals and Salesforce. The Client Onboarding component educates patients and providers about Belmar’s products, services, and processes to improve their experience and reduce errors.
Responsibilities
- Act as primary support for practices and providers using the ordering portals
- Troubleshoot and resolve portal and EPCS device issues in a timely manner
- Coordinate and perform trainings on the Portal with team members, including retraining as necessary
- Partner with Portal Support Manager and Director of Customer Experience to identify projects and opportunities to streamline the LifeFile portal experience
- Resolve duplicate provider/practice/patient records in LifeFile promptly
- Work with the sales team to ensure a seamless onboarding process for new practices and providers
- Address opportunities to improve the ordering portal experience, solve practical issues, and expand portal usage across multiple pharmacy portals
- Provide backup support for the “Verify Provider Data” queue in Belmar Pharmacy’s LifeFile
- Handle patient and doctor portal questions, including password resets
- Address inbound patient and provider questions/concerns via primary, patient portal, and prescriber portal inboxes in a timely manner
- Work one-on-one with the Portal Support Manager to troubleshoot portal bugs and introduce new features for development
- Serve as the primary point of contact for questions, requests, portal support, and trainings through email, phone calls, and video calls
- Understand customer needs and align portal implementation accordingly
- Educate patients and providers about Belmar Pharma Solutions’ products and services
- Help reduce customer errors through education and training
- Proactively contact customers to manage a positive transition from the sales team
- Develop and maintain positive business relationships with the sales organization to facilitate sales growth through proper onboarding
- Follow all company policies and procedures, including HIPAA patient confidentiality requirements
- Perform other duties as assigned
Requirements
- Minimum of 1-3 years of experience in customer service, technical support, or IT support in a healthcare, pharmaceutical, or related field
- Experience with managing online portals or digital platforms is a plus
- Familiarity with web-based portal systems, troubleshooting technical issues, and using customer service tools
- Basic understanding of data security and HIPAA compliance is preferred
- Strong verbal and written communication skills, with the ability to explain technical information clearly to non-technical users
- Ability to diagnose and resolve technical issues, escalate problems when necessary, and develop solutions that improve user experience
- Strong attention to detail to ensure the accuracy of portal data, user information, and technical support documentation
- Exceptional customer service skills with the ability to manage user inquiries and issues professionally
- Ability to work effectively in cross-functional teams, especially with IT, customer service, and pharmacy staff
Qualifications
Preferred certifications related to IT support, customer service, or portal management (e.g., CompTIA A+, ITIL Foundation).
Benefits
- Comprehensive health coverage
- 401(k) with 5% match and no vesting period
- Paid time off and holidays
- $500 referral bonuses
- Access to free or reduced-cost prescriptions
Pay
Pay Range: $24.54 - $27.35 per hour