LTC Onboarding Specialist

The Onboarding Specialist (OS) is responsible for guiding pharmacies through startup, configuration, conversion, training, and providing support through go-live, delivering successful implementations that improve patient care and boost operational efficiency. The OS must be thoroughly knowledgeable about the products they implement to understand the customer’s needs and ensure they can fully utilize the products they purchase. The OS also conducts specialized customer training when requested.

• Understand customer needs and day-to-day pharmacy workflows, with the ability to identify opportunities to streamline pharmacy operations and improve patient outcomes through software solutions.
• Guide pharmacies through setup and configuration of key areas of the application.
• Advise internal team members of current implementation status and elevate risks.
• Participate in onboarding meetings as needed.
• Conduct training for new customers and ongoing training.
• Collaborate with pharmacy customers with pre-conversion data clean‑up and assist with validating converted data accuracy.
• Perform comprehensive end‑to‑end testing of the application from patient/medication order entry through dispensing, billing, reporting, and integration with external systems (eMARs, payers, wholesalers, etc).
• Provide go‑live support.
• Troubleshoot pharmacy software applications and workflow process issues creatively and effectively.
• Travel to customer sites or business‑related functions, as necessary.
• Support product sales demos by demonstrating workflows, best practices, and the value to prospective customers.
• Other duties as assigned.

• Associate’s degree and/or equivalent experience in education or pharmacy‑related field.

• 3+ years’ experience with long‑term care pharmacy operations and workflow processes.
• Experience delivering excellent customer service.
• Ability to quickly learn new software and emerging technologies.
• Ability to work independently and collaboratively in a fast‑paced, dynamic environment.

• Certified Pharmacy Technician (CPhT).
• Knowledge of applicable state, federal, and DEA regulations.
• Familiarity with cloud‑based software in healthcare or pharmacy settings.

• Uses independent judgment and discretion based upon the employee’s experience in the position and knowledge of the products, hardware, and services.
• Uses good judgment and possesses ethical work values.

• Moderate or elevated levels of stress may be experienced in the performance of the job.
• Position is performed in a general office/warehouse, pharmacy environment, or approved remote workspace where physical work includes sitting, standing, reaching, kneeling, bending, and lifting to 70 lbs.
• Willingness to travel a minimum of 20 times a year.
• Adapting to travel conditions such as schedule changes and weather.
• Maintaining a crisp professional appearance.

• Daily use of Microsoft Teams (video/phone), laptop, printer, and other routine office equipment.
• Must have reliable and consistent internet access and cell phone.

• Some responsibility for the safety of others. Job is partially performed in a rental car, pharmacy, or office setting where there may be hazardous materials or heavy equipment.

Equal Opportunity Employer
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