Client Experience - Implementation Specialist at Tabula Rasa Healthcare in Moorestown, New Jersey

Job Description:

Our goals are to provide excellent service, utilize advanced technology, and proficiently deliver results. To accomplish these goals, we constantly seek individuals who look for ways to do things better. We are a company whose culture cultivates teamwork, rewards excellence, focuses on quality for every aspect of our business, and promotes community involvement.

Tabula Rasa HealthCare (TRHC) is a leader in providing patient-specific, data-driven technology and solutions that enable healthcare organizations to optimize performance to improve patient outcomes, reduce hospitalizations, lower healthcare costs, and manage risk. Medication risk management is TRHC's lead offering, and its cloud-based software applications, including EireneRx® and MedWise™, provide solutions for a range of payers, providers and other healthcare organizations.

TRHC empowers our employees to provide excellent service, utilize advanced technology, and proficiently deliver results. Our 32Fundamentals are what we are and who we are. Our culture cultivates teamwork, rewards excellence, focuses on quality for every aspect of our business, and promotes community involvement. As a part of our team, you will help us bring innovative service models to healthcare, improving patient outcomes.

Position Title: Implementation Specialist

Purpose or Reason for the Position: The Implementation Specialist is responsible for shaping the initial impression of CareKinesis through serving as a liaison between PACE organizations and the Company to ensure smooth transitions of PACE organization clients from the point of execution of a partnering agreement to the completion of the onboarding/orientation of receiving services from CareKinesis. The Implementation Specialist may spend a significant amount of time interfacing with the clients, including on-site travel.

Position Reports to: Senior Director of Implementation

POSITION RESPONSIBILTIES:

Primary Functions:

• Works with the Sr. Director of Implementation to communicate via webinar/conference call, email and on-site interactions with members of the clients' leadership teams to develop comprehensive roll-out plans for new clients.


• Manages timelines and project management via on-line software, and delegates necessary tasks to internal departments.


• Along with Sr. Director of Implementation, serves as an intermediary between internal CareKinesis operations, IT, finance, client development and the respective disciplines within the client organizations.


• Supports in the creation of a client culture to facilitate and maintain the highest quality of care delivered through CareKinesis' Comprehensive Medication Safety Services.


• Coordinates and assists with the process of gathering, entering and quality checking participant demographic information into EireneRx. Interfaces closely with the Director of Enrollment and Reconciliation to assure participant data is entered into Eirene in a timely manner. Oversees and allocates process of entering, verifying, and reconciliation of participants' medications into EireneRx.


• Communicates with internal Support and Integrations teams to coordinate any integration needs to specifications/modifications to EireneRx.


• Coordinates testing and demonstrating integrations in partnership with CareKinesis development/IT team.


• Conducts pre-implementation meetings on-site to introduce the PACE team to CareKinesis.


• Coordinates and sets agendas for weekly webinars/conference calls with PACE teams to obtain necessary information.


• Attends internal implementation meetings with operations, enrollment and reconciliation, finance, quality, and client development.


• Assesses organizations' current medication dispensing schedules and coordinates dispense plans that minimize waste/overlap without allowing participants to run out of medications.


• Assures billing transition is seamless. If changing PBMs, also assists with the process of communicating billing information to facilities and network pharmacies in conjunction with PACE contracting/finance department.


• Works with Sr. Director of Implementation and SVP Clinical Services & Medication Safety to determine Pharmacy Operations Partners and introduce them to the PACE/LIFE team.


• Works with Vice President of Remote Systems to coordinate the approval and installation of on-site med. cabinet.


• Communicates with Support/Development to provide client-centric enhancement requests to EireneRx.


• Participates in monthly calls with EireneRx team and development team to communicate and track any client facing requests and enhancements.


• Maintains accurate and updated client info in Salesforce/CRM software during implementation including current census.


• Conducts personalized and customized on-site orientation and training for clients.


• Provides on-site support for go-live in conjunction with other members of the CareKinesis client development team for EireneRx and pharmacy processes during the first month of CareKinesis services.


• Is an expert on functional use of EireneRx and is well versed in pharmacy terminology and examples of how medications are used.


• Provides comprehensive reports of on-site visits and follow up items for the Senior Director of Implementation and the President.


• Assures a smooth transition to account management team at the close of the implementation process.


• Provides feedback to management team and documents client interactions in Salesforce.


• Works directly with VP of Product Management on existing client new integration implementations including coordinating conference calls with various vendors and stakeholders, testing, remote and on-site support during go-live and continuing client and internal staff support post implementation via telephone and email.


• Supports newly executed MedaCube contract implementations including on-boarding and go-live support


• Supports Sr. Director of Implementation in Client Development/Sales in new hire on-boarding and ongoing internal training

• Supports account management team by attending internal meetings and communicating implementation updates.


• Conducts EireneRx 101 webinars for new and existing clients.


• Sends communication to operations to announce new clients and their specific details.


• May travel on-site outside of initial implementations to conduct trainings for new PACE staff or retraining for existing partners.


• Supports account management team post implementation with clinical call center staff and client inquiries.

Education:

High School Diploma or GED; Bachelor's degree in Business Administration, Marketing, Nursing, or related field

Certifications:

CPhT (or willingness to acquire and maintain within 1 year of hire date)

Experience & Training:

• 2+ years associate level office, sales or clinical position




• Experience with client facing preferred


• Understanding of the PACE industry preferred


• Excellent interpersonal skills; skilled at building strong rapport and securing buy-in of CareKinesis policies and procedures


• Comfortable with MS Office, including Excel


• Excellent verbal and written communication skills


• Professional email and webinar/conference call etiquette


• Comfortable with Microsoft Teams/conference call moderation


• Excellent group presentation presence, including use of PowerPoint


• Project management and organizational skills


• Strong documentation skills


• Excellent problem-solving skills


• Poised to remain calm under pressure/conflict


• Balanced and fair; excels as a mediator between clients and the Company


• Strong technical skills (to train and troubleshoot on user experience of proprietary software)


• Possesses or can learn basic pharmaceutical terminology, processes/procedures and compliance


• Possesses adequate social/people skills to travel around country, meet individuals with diverse backgrounds, and engage with clients personably

• Understanding of the PACE industry preferred


• Excellent interpersonal skills; skilled at building strong rapport and securing buy-in of CareKinesis policies and procedures


• Comfortable with MS Office, including Excel


• Excellent verbal and written communication skills


• Professional email and webinar/conference call etiquette


• Comfortable with Microsoft Teams/conference call moderation


• Excellent group presentation presence, including use of PowerPoint


• Project management and organizational skills


• Strong documentation skills


• Excellent problem-solving skills


• Poised to remain calm under pressure/conflict


• Balanced and fair; excels as a mediator between clients and the Company


• Strong technical skills (to train and troubleshoot on user experience of proprietary software)


• Possesses or can learn basic pharmaceutical terminology, processes/procedures and compliance


• Possesses adequate social/people skills to travel around country, meet individuals with diverse backgrounds, and engage with clients personably.

• Must have valid driver's license in good standing and valid auto insurance

Moorestown, NJ office. Standard business hours with extensive travel. Travel (approximately 50-75%) for implementation meetings, orientation, and go-live support. Travel depends on influx of new CareKinesis clients.

Required to travel for each organization, for below amount of time on average. (Depends on number of participants and number of centers.)

• 1-2 days for Pre-Implementation Meeting


• 3-4 days for On-site Orientation/Training


• 3-5 days for On-site Go-Live support


• 3-5 days for In-Services

Must be able to work independently with confidence. Must be able to read and understand information and ideas presented in writing. Must be able to apply general rules to specific problems to produce answers. Must be able to arrange things or actions in a certain order or pattern according to rules/procedures. Must have excellent reading and oral instruction comprehension and judgment.

Must be able to travel independently. Must be able to use and navigate computer/software.

May lift office and clinical supplies weighing up to five pounds; occasionally lifts or carries up to thirty pounds. May occasionally push/pull when unpacking supplies.

Must be able to hear, speak and read English to communicate with staff and customers, and must be able to see to perform office functions.

The Company is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to ancestry or national origin, race or color, religion or creed, age, disability, AIDS/HIV, gender, marital or family status, pregnancy, childbirth or related medical conditions, genetic information, military service, protected caregiver obligations, sexual orientation, protected financial status or other classification protected by applicable law.

Other details

• Pay Type Salary

• Moorestown, NJ 08057, USA