3290-Senior Customer Experience Specialist

About the Role

We are seeking a dynamic Senior Customer Experience Specialist, Customer Support to join our pharmacy team. This role will support our pharmacy quality management platform, working directly with healthcare providers, payers, and pharmacy networks to ensure exceptional customer experiences and drive value-based care initiatives. You will be a key liaison between our pharmacy stakeholders and internal teams, resolving complex issues while contributing to the continuous improvement of our services.

A Day in the Life

• Resolve complex pharmacy-related issues, including medication adherence and Star Ratings.
• Provide advanced support for the EQUIPP® platform and act as the main escalation point.
• Collaborate with pharmacies, health plans, and providers to improve quality performance.
• Maintain accurate CRM records and track support metrics for continuous improvement.
• Deliver client training, support onboarding, and contribute to knowledge base content.
• Work with cross-functional teams to address recurring issues and enhance product functionality.
• Support quality reporting and value-based care initiatives.

 What You Need

• Bachelor’s degree (advanced degree preferred)
• 5+ years in customer support, preferably in healthcare or pharmacy tech
• Knowledge of pharmacy operations, medication management, and quality programs.
• Proficient in CRM tools (Salesforce, Zendesk) and data analysis (SQL, Excel)
• Strong understanding of Star Ratings, CMS, and value-based care
• Excellent communication, problem-solving, and attention to detail
• Comfortable working independently in remote/hybrid setups
• Experience with health IT platforms and cross-functional collaboration
• Project management skills; certifications a plus

We offer competitive benefits to set you up for success in and outside of work.

Here’s What We Offer

• Generous Paid Time Off: Recharge and relax with 22 days of fixed time off per year, in addition to company holidays—because we believe work-life balance fuels performance.
• Best-in-Class Parental Leave: Spend quality time with your growing family. We offer one of the industry’s most generous parental leave policies to support you during life’s most important moments.
• Recognition & Rewards: We celebrate wins—big and small. Get rewarded with monetary incentives and company-wide recognition for your impact and dedication. Your hard work won’t go unnoticed.
• Comprehensive Insurance Coverage: Stay covered with medical, dental, and vision insurance, plus 100% company-paid short- and long-term disability and basic life insurance. Optional perks include discounted legal aid and pet insurance.

Innovaccer Inc. is an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive workplace where all employees feel valued and empowered regardless of any characteristic protected by federal, state or local law including, without limitation, race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, medical condition, disability, age, marital status, or veteran status. Innovaccer Inc. participates in the E-Verify program to confirm employment eligibility of all newly hired employees based out of the U.S. and employed by Innovaccer Inc.

For any additional information, please visit the below websites:

E-Verify

Right to Work (English)

Right to Work (Spanish)

Disclaimer: 

Innovaccer does not charge fees or require payment from individuals or agencies for securing employment with us. We do not guarantee job spots or engage in any financial transactions related to employment. If you encounter any posts or requests asking for payment or personal information, we strongly advise you to report them immediately to our HR department at [email protected]. Additionally, please exercise caution and verify the authenticity of any requests before disclosing personal and confidential information, including bank account details.