Account Manager, Omnicare (Indiana)

CVS Health•South Bend, IN

20h•Hybrid

About The Position

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position Summary Omnicare is a leading provider of pharmacy services to long-term care facilities nationwide, supporting skilled nursing facilities, assisted living communities, and other institutional care settings. As we transition to an independent, standalone organization, we are building and strengthening internal capabilities to support our approximately 6,000 colleagues and multi-state operations. This role serves as the primary customer contact, maintaining regular communication by phone, email, or in-person, in order to provide support and resolve issues. This person advocates for both the customer and pharmacy as appropriate, helping drive high customer satisfaction and retention.

Requirements

2+ years of customer-facing experience.
Must reside in northern Indiana, southern Indiana, or northern Kentucky.
Ability to work occasional evenings & weekends, based upon client needs.
Ability to travel up to 60-75% of the time within Indiana, particularly within the northern area.
No overnight trips.

Nice To Haves

Strong communication skills, both written and verbal.
Previous experience in a long-term care or pharmaceutical setting.
Established success in client/account management field.
Excellent customer service skills, with the ability to discern between consultative and solution-oriented approaches.
Proven success utilizing project management skills; ability to track and manage issues, ensure the right teams are engaged, and facilitate comprehensive and timely issue resolution.
Ability to strategically and creatively solve problems when dealing with a multitude of variables, particularly where standard resolutions do not exist.
Track record of performing under pressure, adapting to changing dynamics, and finding solutions that lead to client satisfaction.
Effective presentation skills with the ability to make group presentations to promote client satisfaction, retention, and upsell opportunities.
Knowledge of Microsoft Office Suite, with a focus on Excel, PowerPoint, Word, Outlook, and Web applications.
Bachelor’s degree.

Responsibilities

Build strong client relationships by consistently delivering client interactions that develop trust and show value.
Attend client meetings as needed within LTC ( long-term care ) facilities.
Develop cadence of regular, proactive client meetings to establish strong connectivity with key stakeholders; deliver quarterly Executive Reviews to facility leadership to review business deliverables and evaluate new opportunities.
Identify at-risk accounts and consult with internal partners to assist with development of action plans to address customer risks and opportunities; update customer on progress.
Manage routine client support activities and resolution of routine-to-complex client issues and requests.
Answer client questions over the phone or in person with LTC facilities.
Partner with Key Account team to deliver initiatives at facility level for National and Regional accounts.
Assess client needs by partnering with facility leadership and present Omnicare value proposition for new products and services to grow base.
Manage facility expectations of contractual covenants.
Deliver non-clinical facility training and support new program implementation.
Assist District Manager on all contract renewals within assigned book of business.
Responsible for activities associated with onboarding new facilities, such as collection of resident information and medical records; scheduling, attending, and some facilitation of facility staff training; informing pharmacy of facility needs; serving as single point of contact for facility throughout onboarding process.
Operate with strong business acumen and industry knowledge, remaining conscious of industry trends.