Pharmacy Application Systems Administrator

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The Pharmacy Application System Administrator serves as the primary technical owner for pharmacy‑facing applications, with a focus on telephony configuration and IVR administration, pharmacy management systems (e.g., PrimeRx, ePost), custom inventory management tools, and related integrations (Salesforce, Active Directory, and other internal systems).

This role functions as the operational bridge between Pharmacy Operations, IT, end users, and external vendors—responsible for supporting, optimizing, and enhancing the platforms that drive Knipper’s mail‑order and fulfillment pharmacies.

Remote work available, but must be able to travel 15% to our variety of locations when necessary.

Sponorship now or in the future is not being offered for this full- time regular hire role.

• • Telephony Configuration Administration
    • Serve as subject-matter expert for telecom configuration, scripting, routing, and troubleshooting.
    • Manage IVR workflows, SMS BI integrations, and outbound dialing functionality.
    • Support call flow development, testing, and optimization for patient and provider interactions.
    • Collaborate with Operations and Compliance teams to deploy changes safely and in accordance with regulatory timelines.
    • Manage Masergy IVR (Five9) integrations within the CXOne platform
    • Provide support and perform administrative tasks related to telephony configuration
  • Pharmacy System Support
    • Providing Tier 2–3 technical support for pharmacy CRM systems, including MMS PrimeRx, ePost, and other pharmacy management software.
    • Assist with configuration, testing, and validation of workflow changes, user roles, and reporting tools.
    • Support data integration and troubleshooting between pharmacy systems and inventory platforms.
  • Ticketing, Access, and System Administration
    • Manage user access requests, windows permissions, and application security through ticketing systems
    • Maintain documentation for configurations, SOPs, and change management logs.
  • Cross-Functional Projects
    • Participate in system upgrades, new and ongoing client implementations, and automation initiatives.
    • Serve as a key liaison between IT, Pharmacy Operations, and vendor engineering teams.
    • Support cloud-based CRM and telephony contact center integration enhancements to optimize the patient experience.
    • Manage integrations with development and monitoring platforms, leveraging dashboards and reporting tools to ensure stable, well‑documented releases and clear visibility into system performance.
  • Continuous Improvement
    • Identify opportunities to streamline workflows and reduce manual touchpoints.
    • Maintain high service levels for system uptime and issue resolution.
    • Support pharmacy readiness for audits and data security requirements.

   

  The above duties are meant to be representative of the position and not all-inclusive.

   

MINIMUM JOB REQUIREMENTS:

• Bachelor’s degree in information systems, Computer Science, or related field — or equivalent experience.
• 5- 2+ years of hands‑on experience administering telephony configuration, including IVR design and scripting (NICE, INContact, or equivalent).
• Strong understanding of pharmacy operations, preferably in a mail-order or specialty
• Experience supporting or integrating pharmacy management systems (PrimeRx, ePost, QS/1, or similar).
• Familiarity with Salesforce, Active Directory, and Jira for user management and ticket workflows.
• Proven ability to work cross-functionally with non-technical users in a regulated environment.

PREFERRED EDUCATION AND EXPERIENCE:

• Knowledge of telephony configuration, including IVR and SMS Certification(s)
• Prior experience in a pharmacy IT, pharmacy informatics, or systems analyst
• Exposure to HL7, API integrations, or data flow between call center and dispensing systems.
• Background in healthcare operations and/or pharmacy operations; Pharmacy Technician license is preferred but not required (can be obtained after hire).

KNOWLEDGE, SKILLS & ABILITIES:

• Strong analytical thinking with advanced troubleshooting and scripting skills
• Excellent communication and stakeholder management abilities
• Proven project ownership with the ability to manage competing priorities effectively
• Highly organized and detail‑oriented, with a focus on thorough documentation
• Effective time management skills.

PHYSICAL DEMANDS:

• Location of job activities 100% inside
• Noise and / or vibrations exposure
• Reaching (overhead), handling, and feeling
• Stand and sit for prolonged periods of time

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.