Technical Onboarding Lead

Job Summary:

The Technical Onboarding Lead is responsible for ensuring a smooth and successful onboarding experience for new pharmacy clients and their patients. You will work closely with pharmacy leaders to guide them through the process of setting up a remote monitoring program using our devices, and ensuring that their patients have a seamless onboarding experience. Your role is critical in establishing strong customer relationships and ensuring customer satisfaction from the outset.

Key Responsibilities:

• Patient Onboarding: Support pharmacy clients in onboarding patients onto RxCap’s platform, such as helping pharmacy teams set up patients on our devices and our portal.
• Training: Provide hands-on training sessions (remote and/or on-site) to ensure pharmacists understand how to use our medication adherence devices and software.
• Troubleshooting: Assist pharmacists with any technical issues they encounter during onboarding, working closely with technical teams to resolve any challenges.
• Documentation: Create and maintain comprehensive onboarding documentation, including user guides, FAQs, and troubleshooting tips.
• Customer Communication: Regularly communicate with pharmacy customers to ensure they are progressing through the patient onboarding process and address any concerns.
• Feedback Collection: Gather feedback from pharmacy clients and their patients during and after onboarding to improve the process and product.
• Collaboration: Work closely with the Sales, Product, and Support teams to ensure patient needs are met and to share insights from the onboarding process.
• Reporting: Track and report on onboarding metrics, including customer satisfaction, onboarding time, and adoption rates.

Qualifications:

• Education: Bachelor’s degree in a related field (e.g., Information Technology, Health Policy, Computer Science, Engineering) or equivalent experience.
• Experience:
   
  • 5+ years of experience in a customer success or similar role.
   
  • Experience with healthcare devices and software integration.
 
• Skills:
   
  • Excellent communication and interpersonal skills.
   
  • Ability to explain complex technical concepts to non-technical users.
   
  • Strong problem-solving skills and attention to detail.
   
  • Ability to manage multiple customers and projects simultaneously.
   
  • Proficiency in using CRM and support software tools.

Preferred Qualifications:

• Experience with remote monitoring technology
• Previous experience in a startup or fast-paced environment.
• Project management skills and experience.
• Spanish-speaking a major plus

‍

‍