Account Coordinator

Reliance Rx•Williamsville, NY

11h•$24 - $25

About The Position

The Account Coordinator will play a critical role within the Account Management team, serving as a key liaison between internal departments and external clients such as PBMs, health plans, employers, brokers, and other organizations. The Account Coordinator will demonstrate mastery of pharmacy workflow software to facilitate new patient referrals for a successful onboarding process. They will handle client inquiries or issues, support approved processes for new groups and ongoing success for existing groups, and execute account-specific strategies to ensure client satisfaction and retention. This position will work closely with the operations team and help to identify opportunities for process improvement and demonstrate strong understanding of client specific requirements.

Requirements

High school diploma or GED required.
Three (3) years of experience in pharmacy or account coordination to include customer service and understanding of pharmacy workflow and patient experience required.
Strong organizational, problem-solving, process management, and analytical skills.
Ability to manage multiple priorities including communication flows, managing client portals, processing prescriptions, and facilitation of information to customers.
Strong verbal and written communication skills, with the ability to build effective working relationships across internal teams and external account managers.
Excellent computer skills including Microsoft Office and web-based applications.
Proven examples of displaying the Reliance Rx values: Collaborative, Accessible, Results-Oriented, Empowering, Supportive.

Responsibilities

Support day-to-day prescription workflows to help retain existing business by ensuring timely processing and clear communication with internal teams and external contacts.
Provide dedicated account services in line with contractual obligations and service level agreements.
Coordinate onboarding and ongoing maintenance for new and existing accounts.
Oversee implementation of new or renewing customer accounts.
Tailor service and administrative support to meet individual client needs.
Collaborate with internal teams to meet client expectations and share relevant information.
Accurately intake and enter initial referrals.
Log and escalate unresolved customer issues to appropriate team members.
Submit referral bids using appropriate business rates to support growth opportunities.
Identify and report recurring workflow issues to supervisors for process improvement.
Create, coordinate, and track service levels and performance guarantees for assigned clients.
Complete required assessments, including SDOH and payer-defined value cases.
Communicate and ensure compliance with internal policies and procedures and external regulations.
Offer proactive, operations-based solutions to exceed service expectations.
Maintain expertise in technical, strategic, regulatory, and operational areas relevant to the role.