Service Delivery Specialist
About the role
Under direction from the Supervisor, Specialty Pharmacy Operations and the Pharmacist in Charge and/or Supervisor of Service Delivery, the Service Delivery Specialist is primarily responsible for the ongoing monitoring and carrier communication to help assure shipments deliver as intended. The Service Delivery Specialist’s objective is to use carrier or third-party resources at their disposal to quickly and efficiently resolve issues that may occur during shipment transit. The Service Delivery Specialist will be the primary point of contact for other members of the pharmacy team who have shipping issue questions and will be available to handle and accept shipping inquiries that other staff may receive. The Service Delivery Specialist should triage patient concerns about stability to a pharmacist, should they occur. This position may also be responsible for arranging and coordinating daily local courier shipments and following and communicating these plans to each courier drop off site. The Service Delivery Specialist will communicate any special daily shipping plans to pharmacy fulfillment specialist and/or any other shipping employees and assure those plans are carried out. The Service Delivery Specialist may be a point of contact in carrier and courier relations and assist with ongoing evaluation of their services, as well as participating in account management activities.
Responsibilities
- Answering the inbound calls about shipping inquiries
- Contacting doctor’s office, clinics, or infusion centers to coordinate medication shipments
- Proactive monitoring and managing shipping delays, address issues, and/or any other issues that arise that will prevent delivery from occurring as intended
- Communicating any daily special plans or instructions to shipping staff to assure the correct shipment of the specialty pharmacy orders
- Understanding carrier network performance and routine procedures
- Communicating or devising strategies to communicate and update patients about shipping delays
- Addressing patient concerns regarding shipping delays, within scope of knowledge
- Acting in accordance with all applicable federal and state laws and with the highest ethical standards (legal and ethical compliance is an essential duty)
- Assists in mentoring and training new and existing Lumicera employees to maintain the Lumicera service model
- Other duties as assigned
Requirements
- High school diploma or GED required
- Some college preferred
- CPhT preferred
- Minimum two years pharmacy support experience or healthcare environment experience preferred
- At least 2 years’ experience and demonstration of proficiency in position at Lumicera or equivalent preferred
- Participate in, adhere to, and support compliance program objectives
- The ability to consistently interact cooperatively and respectfully with other employees
Benefits
- Top of the industry benefits for Health, Dental, and Vision insurance
- 20 days paid time off
- 4 weeks paid parental leave
- 9 paid holidays
- 401K company match of up to 5% - No vesting requirement
- Adoption Assistance Program
- Flexible Spending Account
- Educational Assistance Plan and Professional Membership assistance
- Referral Bonus Program - up to $750!