3125-Senior Associate-Support Engineering

The Role

We are seeking a dynamic Senior Associate Customer Support to join our pharmacy team in Noida. 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.

Key Responsibilities

Customer Support & Issue Resolution

Handle and resolve complex customer queries and escalations related to pharmacy quality management medication adherence and Star Ratings programs

Provide expert technical support for our EQUIPP platform and integrated pharmacy solutions

Serve as primary escalation point for junior team members ensuring timely and effective resolution of customer issues

Document all customer interactions accurately in CRM systems and maintain detailed case records

Stakeholder Management

Collaborate with pharmacy chains independent pharmacies health plans and providers to optimize quality performance

Support customers in understanding and implementing quality improvement initiatives and value-based care programs

Conduct training sessions for pharmacy clients on platform best practices and quality measurement protocols

Process Improvement & Reporting

Monitor and analyze customer support metrics including response times resolution rates and customer satisfaction scores

Identify trends in customer issues and collaborate with product and engineering teams to implement solutions

Contribute to knowledge base documentation and create training materials for internal and external use

Generate regular reports on pharmacy quality performance and customer engagement metrics

Cross-functional Collaboration

Work closely with Clinical Informatics Data Analytics and Product teams to address customer requirements

Participate in implementation projects for new pharmacy partners and health plan collaborations

Support quality management and reporting initiatives for Medicare Star Ratings and other performance programs

Education & Experience

Bachelors degree

2-3 years of experience in customer support preferably in healthcare pharmacy or

health technology

Experience with pharmacy operations medication management or quality improvement

programs preferred

Technical Skills

Proficiency in CRM and ticketing systems (Salesforce Zendesk or similar)

Strong analytical skills with experience in data analysis and reporting tools

Knowledge of healthcare quality measures Star Ratings and value-based care concepts

Experience with database querying (SQL) and data visualization tools preferred

Advanced proficiency in Microsoft Office Suite particularly Excel

Core Competencies

Excellent verbal and written communication skills in English

Strong problem-solving abilities with attention to detail

Ability to work independently in a remote/hybrid environment

Customer-centric mindset with empathy and patience

Adaptability to learn new technologies and industry regulations

Project management and organizational skills

Preferred Qualifications

MBA or advanced degree in a healthcare-related field

Previous experience with pharmacy management systems or health IT platforms

Knowledge of Medicare Part D CMS regulations and pharmacy quality measures

Certification in customer service or project management

Experience working with cross-functional teams in technology companies

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

Heres What We Offer

• Generous Leaves: Enjoy generous leave benefits of up to 40 days.
• Parental Leave: Leverage one of industrys best parental leave policies to spend time with your new addition.
• Sabbatical: Want to focus on skill development pursue an academic career or just take a break Weve got you covered.
• Health Insurance: We offer comprehensive health insurance to support you and your family covering medical expenses related to illness disease or injury. Extending support to the family members who matter most.
• Care Program: Whether its a celebration or a time of need weve got you covered with care vouchers to mark major life events. Through our Care Vouchers program employees receive thoughtful gestures for significant personal milestones and moments of need.
• Financial Assistance: Life happens and when it does were here to help. Our financial assistance policy offers support through salary advances and personal loans for genuine personal needs ensuring help is there when you need it most.

Innovaccer is an equal-opportunity employer. We celebrate diversity and we are committed to fostering an inclusive and diverse workplace where all employees regardless of race color religion gender gender identity or expression sexual orientation national origin genetics disability age marital status or veteran status feel valued and empowered.

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 Additionally please exercise caution and verify the authenticity of any requests before disclosing personal and confidential information including bank account details.

About Innovaccer

Innovaccer activates the flow of healthcare data empowering providers payers and government organizations to deliver intelligent and connected experiences that advance health outcomes. The Healthcare Intelligence Cloud equips every stakeholder in the patient journey to turn fragmented data into proactive coordinated actions that elevate the quality of care and drive operational performance. Leading healthcare organizations like CommonSpirit Health Atlantic Health and Banner Health trust Innovaccer to integrate a system of intelligence into their existing infrastructure extending the human touch in healthcare. For more information visit .

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