Pharmacy Operations Specialist, PharmD
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Job Description
Support health system customers at every stage with AI-powered digital pharmacy platform implementation, training, and ongoing success.
Responsibilities:
- Support implementations as the clinical and operational subject matter expert from contract signature through go-live and stabilization
- Facilitate discovery sessions with health system pharmacy teams to understand workflows, system configurations, and operational requirements, translating these into a tailored implementation plan
- Configure and validate the platform against customer-specific pharmacy workflows, formulary structures, and operational protocols
- Help deliver training to pharmacist and technician end-users, ensuring teams are confident and competent ahead of go-live
- Participate in customer onsites, virtual meetings, and calls
- Help prepare customer-facing materials including training guides, onboarding documentation, and go-live checklists
- Serve as the voice of the customer internally, channeling implementation feedback and insights to the Product team to inform the roadmap
- Support the ongoing customer relationship after go-live, particularly with peer pharmacists, pharmacy technicians, and/or health system leadership
- Partner with Customer Success to maximize adoption and usage, proactively identifying customers who may need additional support, training, or re-engagement
- Support regular business reviews with health system pharmacy leadership to assess value realization, surface challenges, and align on goals
- Drive ongoing training and enablement initiatives to ensure teams are fully utilizing platform capabilities
- Help identify and pursue expansion opportunities - including additional use cases, user growth, and new departmental adoption - in partnership with the Sales, Customer Success, and Account Management teams
- Serve as the voice of the customer internally, channeling post-go-live feedback and insights to the Product team to inform the roadmap
- Collaborate closely with Product and Engineering teams to surface product recommendations, configuration limitations, and feature requests
- Document implementation and post-go-live learnings, workflow patterns, and customer feedback to help build scalable playbooks
- Provide internal enablement to support teams on pharmacy workflows, terminology, and best practices
- Contribute to the development and maintenance of implementation and CS templates and internal resources
Requirements:
- PharmD or equivalent clinical background strongly preferred; deep understanding of health system pharmacy operations is required
- 3–5+ years of experience in health system pharmacy or a healthcare technology company supporting health system customers
- Experience using Epic or Cerner EHRs
- Proven ability to engage credibly with pharmacy leaders (e.g., Chief Pharmacy Officers, VPs/Directors of Pharmacy)
- Experience owning and nurturing customer relationships, including through business reviews, adoption tracking, and renewal support
- Strong project management and organizational skills - you keep things on track and follow through consistently
- Clear, professional communicator in writing and in meetings, able to translate pharmacy workflows into configuration decisions, training, and strategic conversations
- Proactive, ownership-oriented mindset - comfortable working in a fast-paced, entrepreneurial environment where flexibility and initiative are critical
- Proficiency with standard productivity and project management tools (e.g., Google Workspace, Slack, Microsoft Office)
- Familiarity with customer success methodologies, health scoring, or CRM tools (e.g., Salesforce, Gainsight)
Benefits:
- Health insurance
- Paid time off
- Remote work options
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