Long-Term Care Pharmacy Services

PharMerica•Nashville, TN

About The Position

PharMerica is seeking an Account Manager of Client Services to cultivate and maintain strategic relationships with clients, support customer satisfaction with pharmacy services, resolve issues, and retain clients. The role is a key contributor to the success of a growing pharmaceutical services company and serves as the primary point of contact for an assigned client base. It involves 75% travel throughout the Tennessee market; the ideal candidate lives within commuting distance of that market. The schedule is Monday through Friday, with hours depending on business needs. The Account Manager works across client and internal teams to address service performance, client needs, growth opportunities, renewals, onboarding, and issue resolution. The role also manages client information and communications in the company’s CRM, prepares performance reports and business review materials, facilitates client calls, and provides routine training and educational materials. PharMerica provides pharmacy services to skilled nursing facilities, senior living communities, hospitals, rehabilitation and long-term acute care hospitals, and other specialized care settings. It operates long-term care, home infusion, and specialty pharmacies nationwide, combining local teams with national resources, technology, and regulatory expertise to support medication access, cost control, compliance, and client success.

Requirements

Bachelor’s degree or equivalent experience.
Three to five years of experience in client management, customer service, or client support.
Previous client support experience in a healthcare or other business-to-business setting.
Ability to communicate with all levels of management.
Excellent time-management and basic computer skills.
Advanced proficiency in Microsoft Office.
Outstanding problem-solving skills.
Experience in root cause analysis.
Ability to collaborate cross-functionally and experience working within a collaborative team.
Experience in project management and client-facing customer service.
Ability to manage multiple priorities and deadlines.

Nice To Haves

Experience in client retention in a long-term care pharmacy setting.

Responsibilities

Build strong client partnerships through consultation and collaboration to support clients’ sustained success and growth.
Manage all aspects of client relationships and serve as the primary point of contact for the assigned client base.
Engage stakeholders at all organizational levels to discuss issue resolution, growth opportunities, and pharmacy performance in Monthly/Quarterly Business Reviews (QBRs) and Pharmacy Optimization Services (PSOPs).
Lead client contract renewals in collaboration with PharMerica stakeholders.
Own the client issue escalation and resolution process, coordinating with internal partners to provide timely responses and set appropriate client expectations.
Manage client activities, issues, tasks, contacts, and communications using the company’s CRM software.
Serve as the subject matter expert for the client book of business and communicate critical-to-quality measurements that address client needs.
Provide pharmacy service, performance, and reporting data; prepare reports and business review materials; facilitate client engagement calls; and conduct routine training.
Provide educational materials to support compliance with PMC procedures, tools, and resources.
Work with client support services to lead onboarding of new clients and facilities and ensure a seamless implementation.
Collaborate with credit and collections, contracting, and marketing to help meet corporate billing and receivables standards.
Represent PharMerica at corporate, networking, and client events and conferences.
Perform responsibilities in accordance with the Company’s Code of Business Conduct and Ethics, policies and procedures, Corporate Compliance Agreement, applicable laws, and professional standards.