Process Documentation & Support Lead

Description

We are seeking a highly skilled, dedicated individual to join our 340B Account Management team as an Process Documentation & Support Specialist.  This role will serve as the primary point of contact for process creation, and managing issue tickets submitted by the Account Managers, analyzing trends to identify if the issues are more global in nature and synthesizing the information into actionable insights for senior leadership.  The ideal candidate will have a strong understanding of the 340B program, exceptional analytical and communication skills and  proficiency in Salesforce.

Responsibilities:

• Develop and maintain comprehensive documentation of SOPs and workflows for Account Management department, ensuring consistency and clarity
• Collaborate with stakeholders to identify areas for process improvement and optimization, and develop new processes as needed to support growth
• Conduct training for team members on new processes and tools and provide ongoing support and guidance as needed
• Serve as the gatekeeper for issue tickets submitted by the AM team, ensuring timely execution and effective communication throughout the process
• Analyze incoming issue tickets to identify trends and patters and determine if there are systemic issues impacting multiple clients
• Collaborate with internal teams including Account Managers, IT Ops and Product Development to address client issues and implement solutions
• Track and synthesize issues into clear and concise summaries for leadership, highlighting key trends, challenges and opportunities
• Provide regular updates to leadership on the status of client issues, including metrics on ticket volume and resolution time 
• Develop and maintain documentation of common issues and their resolution to support ongoing training and knowledge sharing within the department
• Act as a SME on Salesforce for the Account Management team

EEO

Requirements

• Bachelor’s degree and/or 5+ years of experience in process documentation or business analysis
• Strong understanding of the 340B program 
• Excellent communication skills 
• Analytical and process mindset with the ability to identify trends, analyze data and derive actionable insights
• Experience with issue tracking systems such as Jira
• Experience with CRM tools such as Salesforce