Job Overview:  

The Pharmacy Systems Operations Specialist serves as the primary operational and technical support resource for pharmacy teams, providing expertise in pharmacy systems, third-party billing, user access administration, onboarding, and pharmacy technology support. The position plays a critical role in maintaining efficient, compliant, and uninterrupted pharmacy operations across the organization. 

Working independently and collaboratively with Pharmacy Operations, Pharmacy Informatics, Managed Care, Clinical Programs, Procurement, Information Technology, Compliance, Human Resources, vendors, and other business partners, this role analyzes and resolves operational and system-related issues, supports technology adoption, and drives process improvements that enhance pharmacy performance and user experience. 

The Pharmacy Systems Operations Specialist identifies trends, develops solutions, creates training and support resources, and helps ensure pharmacy teams have the systems, access, tools, and support necessary to provide safe, effective, and compliant patient care. 

Job Responsibilities:  

Core Responsibilities (NOTE: Should equate to 70% of overall job responsibility allocation) 

Third Party Help Desk & Pharmacy Systems Support 

• Serve as the primary support resource for pharmacy teams by responding to and resolving operational, billing, system, and workflow-related issues. 

• Troubleshoot and resolve third-party claim adjudication issues, insurance rejections, coordination of benefits (COB) claims, pricing discrepancies, prior authorization concerns, and claim processing errors while ensuring accuracy and compliance. 

• Research, analyze, and resolve pharmacy system, application, user access, and technology-related issues to minimize operational disruption and maintain business continuity. 

• Manage support requests received through phone, email, ticketing systems, and shared support queues, ensuring timely follow-up, communication, and issue resolution. 

• Support pharmacy technology applications, including dispensing systems, ordering platforms, communication tools, learning systems, and other pharmacy-related software. 

• Coordinate issue escalation and resolution with Pharmacy Informatics, Information Technology, Managed Care, Clinical Programs, Procurement, vendors, wholesalers, and other business partners. 

• Provide guidance and support to pharmacy teams regarding third-party billing processes, pharmacy systems, operational workflows, and best practices. 

• Administer and maintain pharmacy user access, account management, and security-related requests in accordance with company policies and regulatory requirements. 

• Analyze recurring operational, billing, and system issues to identify root causes and recommend or implement process, workflow, and system improvements. 

• Develop and maintain support documentation, troubleshooting resources, knowledge articles, and job aids to promote consistent issue resolution and user adoption. 

• Participate in testing, implementation, maintenance, and enhancement activities for pharmacy systems and technology solutions. 

• Monitor support trends and performance metrics to identify opportunities to improve service levels, increase operational efficiency, and reduce recurring issues. 

• Serve as a liaison between pharmacy teams and internal or external business partners to ensure effective communication, collaboration, and issue resolution. 

Pharmacy Onboarding, Access Management & Compliance 

• Coordinate onboarding and offboarding activities for pharmacists, pharmacy technicians, interns, and other pharmacy support personnel. 

• Facilitate pharmacy-specific system access requests, user account setup, modifications, and deactivation activities. 

• Verify and maintain required licensure, certification, training, and compliance documentation for pharmacy personnel. 

• Partner with Human Resources, Learning and Development, Compliance, Pharmacy Operations, and other stakeholders to support onboarding and workforce readiness activities. 

• Maintain accurate employee records, access documentation, organizational assignments, and system permissions. 

• Monitor onboarding progress and training completion to ensure employees meet established requirements and timelines. 

• Support compliance initiatives through accurate recordkeeping, auditing, and maintenance of pharmacy-related documentation. 

• Coordinate technician certification voucher processes and provide guidance regarding certification and renewal requirements. 

• Generate and maintain onboarding, compliance, access management, and operational reports for leadership and business partners. 

• Research and resolve onboarding, access, and compliance-related issues while ensuring adherence to company policies and regulatory requirements. 

• Assist with user access reviews and periodic audits to help ensure appropriate system access and security controls. 

• Develop, maintain, and update onboarding resources, procedures, job aids, and reference materials. 

• Identify opportunities to improve onboarding workflows, access management processes, and compliance tracking activities. 

• Serve as a resource to pharmacy teams regarding onboarding requirements, access processes, training expectations, and compliance-related questions. 

• Support special projects and initiatives related to workforce administration, regulatory readiness, and operational compliance. 

Additional Responsibilities (30%) 

Training, Documentation & Continuous Improvement 

• Develop, maintain, and update training materials, job aids, standard operating procedures, and support documentation for pharmacy systems, workflows, and operational processes. 

• Create and maintain knowledge articles and reference resources to support consistent issue resolution and effective use of pharmacy systems and tools. 

• Identify recurring trends, support gaps, and training opportunities through analysis of support requests, operational metrics, and user feedback. 

• Design educational resources that improve user knowledge, system utilization, and operational efficiency. 

• Support onboarding and ongoing education initiatives by providing training, guidance, and knowledge transfer to pharmacy team members. 

• Monitor support, onboarding, and operational performance metrics to identify opportunities for process improvement. 

• Collaborate with Pharmacy Operations, Pharmacy Informatics, Managed Care, Clinical Programs, Procurement, Compliance, Information Technology, and other business partners to improve workflows, tools, and business processes. 

• Evaluate existing processes and recommend solutions that improve efficiency, accuracy, compliance, and user experience. 

• Lead or support continuous improvement initiatives designed to reduce recurring issues and optimize pharmacy operations. 

• Communicate system updates, workflow changes, policy updates, and operational improvements to pharmacy teams and stakeholders. 

• Maintain documentation repositories and ensure resources remain current, accurate, and accessible. 

• Assist with special projects, business initiatives, and departmental priorities as assigned. 

• Serve as a subject matter resource for pharmacy systems, operational processes, and support best practices. 

• Promote a culture of continuous learning, operational excellence, and customer-focused service. 

Job Requirements:  

Education/ Certifications:  

Required 

• Associate’s or Bachelor’s degree in a related field; or an equivalent combination of education, training, and relevant work experience. 

Preferred 

• Certified Pharmacy Technician (CPhT) credential. 

• Additional training or certifications related to healthcare technology, systems support, service management, or process improvement. 

Experience:  

Required 

• Minimum two (2) years of experience in pharmacy operations, healthcare support, technical support, customer service, or a related healthcare environment.  

• Experience supporting end users and troubleshooting operational, system, access, and workflow-related issues in a fast-paced environment.  

• Experience using Microsoft Office applications, including Excel, Outlook, Word, and SharePoint.  

• Experience managing multiple priorities and deadlines while maintaining accuracy, service excellence, and attention to detail.  

• Experience communicating effectively with customers, business partners, and cross-functional teams. 

Preferred 

• Three (3) to five (5) years of experience supporting pharmacy operations, pharmacy technology, healthcare systems, or Help Desk functions.  

• Experience supporting pharmacy management systems, dispensing systems, and other healthcare technology applications, including system testing, implementations, upgrades, or operational initiatives.  

• Experience with third-party billing, insurance adjudication, claim resolution, and pharmacy reimbursement processes.  

• Experience administering user access, account maintenance, and onboarding/offboarding activities.  

• Experience using ticketing, service management, or knowledge management platforms, including ServiceNow.  

• Experience working with pharmacy vendors, payers, wholesalers, and external business partners.  

• Experience developing reports, analyzing operational data, identifying trends, and using insights to support process or operational improvements.  

• Experience creating and maintaining training materials, knowledge articles, standard operating procedures, user documentation, and other operational resources.  

• Experience supporting retail pharmacy operations and pharmacy workflow processes.  

• Experience supporting compliance-related activities, including licensure, certification, training, and regulatory requirements.  

Knowledge/Skills/ Abilities: 

• Knowledge of pharmacy operations, workflows, retail pharmacy practices, pharmacy systems, third-party billing, insurance adjudication, and pharmacy technology platforms.  

• Knowledge of healthcare compliance requirements, including pharmacy regulations, licensure, certification, training, and controlled substance processes.  

• Proficiency with Microsoft Office applications, including Excel, Outlook, Word, and SharePoint.  

• Strong troubleshooting, analytical, investigative, research, and problem-solving skills, with the ability to identify root causes and resolve operational, billing, system, and user access issues.  

• Ability to analyze trends, generate and interpret reports, identify opportunities, and recommend and implement process improvements that support operational and business decisions.  

• Strong customer service, interpersonal, and relationship management skills.  

• Effective written and verbal communication skills, with the ability to translate technical information for both technical and non-technical audiences.  

• Strong organizational, time management, and prioritization skills, with the ability to manage multiple responsibilities and deadlines.  

• Ability to work independently with minimal supervision and collaboratively across cross-functional teams.  

• Ability to develop and maintain training materials, documentation, knowledge articles, standard operating procedures, and other operational resources.  

• Ability to adapt to changing business priorities, technology enhancements, and operational needs.  

• Demonstrated sound judgment, professionalism, accuracy, and attention to detail in a compliance-sensitive healthcare environment. 

Work Environment:  

Hybrid Role:  

• This position follows a hybrid schedule working in office 1 day per month. Additional onsite days may be required based on business needs, operational priorities, meetings, training activities, projects, or at the direction of the manager. The acceptable split between onsite and remote work is determined by the manager. Hybrid associates may choose to work from an office on a more frequent basis than required.  

Travel (minor):  

• This position may require the associate to travel to company offices, distribution centers, or other locations for specific meetings or other business reasons. 

Physical Environment/Demands:  

Office Roles: 

• Most work is performed in a temperature-controlled office environment.  

• Incumbent may sit for long periods of time at a desk or computer terminal.  

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.    

• Incumbent may use calculators, keyboards, telephones, and other office equipment in the course of a normal workday.  

• Stooping, bending, twisting, and reaching may be required in the completion of job duties. 

The above statements are intended to describe the general nature of the work performed by the employees assigned to this job. All employees must comply with Company policy and applicable laws. The responsibilities, duties and skills required of personnel so classified may vary within each department and/or location.