Manager, eMAR Integration Support

at  PharMerica

Our Company:
PharMerica
Overview:
The eMAR Integration Support Manager is responsible for overseeing the lifecycle support of eMAR integrations with our pharmacy dispensing systems, managing a remote support team and collaborating with internal and external stakeholders to ensure integrations remain functional and streamlined. The role requires technical knowledge of healthcare interoperability standards, eMAR systems and long-term care pharmacy operations.

THIS IS A REMOTE OPPORTUNITY AND APPLICANTS CAN RESIDE IN ANY STATE WITHIN THE CONTINENTAL USA.

Schedule: Monday - Friday
Join our PharMerica team! PharMerica is a closed-door pharmacy where you can focus on fulfilling the pharmaceutical needs of our long-term care and senior living clients. We offer a non-retail pharmacy environment. Our organization is in high growth mode, which means advancement opportunities for individuals who are looking for career progression!

• Leads and mentors a team of 4-6 remote support specialists.
• Manages the performance and development of team members.
• Ensures that all team members are trained in both technical and customer support skills.
• Manages inbound and outbound Tier 1 technical support requests, ensuring timely resolution.
• Acts as an initial point for integration and systems issues for internal support structures such as account management, operations, or sales.
• Maintains internal and external customer-facing documentation for eMAR integrations and processes.
• Manages internal projects related to data delivery
• Monitors key performance metrics (KPIs) including ticket volume, response times, resolution rates and root cause findings and solutions
• Reports on performance metrics on a weekly, monthly, quarterly and annual basis
• Collaborates with interdepartmental teams to streamline processes and improve customer outcomes related to integration and suppor