Account Manager of Client Services / Skilled Nursing Pharmacy Services

BrightSpring Health Services•Houston, TX

11d•Remote

About The Position

The Account Manager of Client Services cultivates and maintains an on-going strategic relationship with their clients. They are responsible for ensuring customer satisfaction with pharmacy services, issue resolution and overall retention of their clients. This position entails 85% travel. Ideal location to reside is within that territory. The Account Manager of Client Services builds strong partnerships with clients through consultation and collaboration for the sustained success and growth of their organizations. They are accountable for all aspects of client relationships and are the primary go-to person for their client base. This role involves engaging with all levels across the organization to discuss issue resolution, growth opportunities, and overall pharmacy performance in Monthly/Quarterly Business Reviews (QBR’s) and Pharmacy Optimization Services (PSOP’s). The Account Manager leads the client contract renewal process in collaboration with other key PharMerica stakeholders and owns the client issue escalation and resolution process. Working directly with key internal partners, they achieve timely responses on all issues and set proper expectations for clients. They manage their client base through the company’s CRM software, tracking and managing activities, issues, tasks, contacts, and other client communications. The Account Manager is the subject matter expert for their client book of business and is prepared to communicate critical to quality measurements to address customer needs, delivering world-class service. They provide pharmacy service, performance, and reporting data, preparing reports, business review materials, facilitating client engagement calls, and conducting routine training. They also work with client support services in leading the on-boarding of new clients and facilities to ensure a seamless implementation and collaborate with other functional departments to assure corporate billing and receivable standards are achieved. The Account Manager represents PharMerica at corporate/networking/client events and conferences and conducts job responsibilities in accordance with the Company’s Code of Business Conduct and Ethics, its policies and procedures, the Corporate Compliance Agreement, applicable federal and state laws, and applicable professional standards.

Requirements

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

Nice To Haves

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

Responsibilities

Builds strong partnerships with clients through consultation and collaboration for the sustained success and growth of their organizations
Accountable for all aspects of client relationships; primary go-to person for your client base
Engages with all levels across the organization to discuss issue resolution, growth opportunities and overall pharmacy performance in the Monthly/Quarterly Business Reviews (QBR’s) and Pharmacy Optimization Services (PSOP’s)
Leads client contract renewal process in collaboration with other key PharMerica stakeholders
Owns the client issue escalation and resolution process. Working directly with key internal partners, achieves timely responses on all issues along with setting proper expectations for clients
Manages their client base through the company’s CRM software. This includes the tracking and management of activities, issues, tasks, contacts, and other client communications.
Own your Client Book of Business – be the subject matter expert and be prepared to communicate the most important critical to quality measurements to address customer’s needs, delivering world class service
Provides pharmacy service, performance and reporting data. Prepares reports, monthly and quarterly business review materials, facilitates client engagement calls and conducts routine training, providing educational materials to facilitate compliance with PMC procedures, tools and resources
Works with client support services in leading the on-boarding of new clients and facilities to ensure a seamless implementation
Collaborates with other functional departments (credit/collections, contracting, and marketing) to assure that corporate billing, and receivable standards are achieved
Represents PharMerica at corporate/networking/client events and conferences
Conducts job responsibilities in accordance with the standards set out in the Company’s Code of Business Conduct and Ethics, its policies and procedures, the Corporate Compliance Agreement, applicable federal and state laws, and applicable professional standards