Pharmacy Services Help Desk Support Specialist II

VytlOne is looking for a Pharmacy Help Desk Support Specialist II who will provide support to pharmacy team members on effective methods to research, troubleshoot, and deliver solutions.

As a Pharmacy Help Desk Support Specialist, you are the primary internal representative of our organization; you must convey to the caller a sense of expertise in our services.  Because you will be in contact with current end users, and you are in a strong position to influence their satisfaction and our company prosperity, this position requires tact, sensitivity, and professionalism.

• Responding to end-user inquiries that may be received by phone calls, email, chats, and ticket requests for support to resolve pharmacy systems, claim adjudications, and issues with VytlOne Bolt-on’s.
• Accessing product information or the solution database to research, troubleshoot, and deliver solutions.
• Advising users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
• Documents incidents using ticketing system. Escalates problems to appropriate levels or teams to achieve issue resolution.
• May support upgrades of software or devices, set up user profiles, or re-set passwords.
• Fulfills all service level standards for response time and quality.
• The Pharmacy Help Desk Specialist is responsible for establishing and maintaining relationships with end users on behalf of the company by taking personal and complete responsibility for each end users-related contact.

At VytlOne, our purpose is at the heart of everything we do. People join us not just for a job, but to be part of something bigger—where their work truly matters. We foster a culture of authenticity, where you’re encouraged to be yourself and a place to grow, collaborate and make an real difference. With over 1,600 passionate professionals across nearly every U.S. state, we operate as One Team, united by a bold mission and a spirit of innovation. Here, you’ll find a place where your ideas are heard, your contributions are valued, and your career can thrive.

This is a remote-based position within the Continental US.

• →Answer calls and tickets quickly and provide friendly customer service.
• →Document every ticket within the assigned system with relevant and pertinent information including detailed call notes.
• →Ensure timely resolution and to minimize service interruptions.
• →Ability to triage and provide pharmacy end user support and training while effectively helping staff overcome obstacles, learn, grow and thrive
• →Well-spoken and able to demonstrate exceptional customer service via phone and email
• →Travel onsite to assist customer with support and/or training as needed
• →Must be able to prioritize workload, manage multiple projects, meet deadlines, and have excellent problem-solving skills
• →Resolve 3rd party insurance rejections in a timely manner to expedite patient care needs to fill patient prescriptions.

• High school diploma or equivalency.
• Certified Pharmacy Technician (CPhT) certificate required at time of hire within one year of placement in position.

• Requires a minimum of three-year experience in a high-volume pharmacy setting as a Pharmacy Technician; prior help desk support role experience preferred.
• Experience in various types of pharmacy software beneficial.

• Self-motivated and the ability to work independently
• Ability to communicate effectively both verbally and in writing
• Must be able to interact with a wide variety of individuals to successfully provide optimal pharmacy support
• Working knowledge of desktop computers, including Microsoft office, to assess patient/drug information systems
• Excellent critical thinking and problem-solving skills
• Must be well organized; detail oriented
• Must maintain current, Pharmacy Tech Certification

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