Business Coach

Cencora•Conshohocken, PA

3d•Hybrid

About The Position

The Business Coach is responsible for building and maintaining a strong advisor/coaching relationship with health system customers using Pharmacy Revenue Insights (PRI). This role ensures customers achieve measurable improvement in pharmacy revenue cycle performance by translating PRI analytics into actionable workplans, enabling end users through training and troubleshooting, proactively mining customer data for missed reimbursement opportunities, and tracking outcomes and ROI over time. The PRI Business Coach serves as the primary customer-facing PRI subject matter expert, partners closely with Sales and internal analytics/technology teams, and drives adoption and operationalization of PRI workflows across outpatient infusion/clinic settings and applicable inpatient use cases.

Requirements

Requires a minimum of four (4) years of progressively responsible related experience, including training in fields such as healthcare administration, business administration, revenue cycle, pharmacy operations, health informatics, analytics, or similar vocations generally obtained through a four-year Bachelor’s Degree program, technical vocational training, or an equivalent combination of experience and education.
Minimum of three (3) years in a customer-facing role (e.g., customer success, account management, consulting, revenue cycle operations, pharmacy operations consulting, implementation/support), with demonstrated ability to build and maintain strong customer relationships.
Demonstrated knowledge of healthcare reimbursement and pharmacy revenue cycle concepts, preferably related to hospital outpatient infusion/clinic administered drugs (e.g., charge capture, billing units, denials/adjustments, modifier use, payment variance analysis).
Experience supporting analytics or SaaS tools in a production customer environment, including training, troubleshooting, and issue escalation management.
Strong analytical skills with the ability to interpret claims/payment/charge capture concepts and translate data outputs into prioritized, actionable workplans.
Excellent communication and interpersonal skills, with the ability to engage effectively with customer stakeholders at multiple levels, including operational users and executive sponsors.
Strong problem-solving skills and ability to manage multiple priorities across a portfolio of customers in a fast-paced environment.
Excellent organizational skills, including ability to run effective recurring meetings, maintain action logs, and drive accountability to completion.
Strong consultative skills and comfort influencing without authority; able to recommend best practices and facilitate cross-functional alignment.
Proficient in Microsoft Office applications (Excel, PowerPoint, Word, Outlook, Teams); comfort working with dashboards, tables, and performance reporting.
Ability to work independently from a home office environment while collaborating effectively across internal teams.

Nice To Haves

Experience with hospital revenue integrity, billing/claims (835/837 concepts), infusion operations, chargemaster/charge capture processes, or pharmacy billing support.
Familiarity with Epic and/or Cerner financial account constructs (e.g., HAR/FIN) and common infusion revenue cycle workflows.
Experience with 340B program operations and/or modifier practices (e.g., JG/TB/UD) and understanding of payer variability.
Prior experience delivering QBRs/value realization reporting and supporting renewals through outcome storytelling.

Responsibilities

Build and sustain trusted advisor relationships with assigned PRI customers; serve as primary day-to-day point of contact for PRI enablement, adoption, and value realization.
Lead customer onboarding and ongoing enablement, including user training, workflow education, role-based training plans, and office-hours-style support.
Provide troubleshooting support for PRI users, including issue intake, triage, documentation, escalation to internal teams, and closed-loop resolution communication back to customer stakeholders.
Proactively mine PRI workflow outputs to identify revenue opportunities and reimbursement risks, including but not limited to: Net recovery/revenue performance by medication and location, Unaccounted drug waste billing opportunities and potential build/workflow issues, Charge capture variances (buy vs administer vs bill) and likely root causes, Payment adjustment drivers and resubmission/appeal candidates, Billable dose outliers and unit billing risk indicators, Payer reimbursement variability and product-by-payer insights, Site-of-care opportunities and NTAP process/capture checks.
Facilitate recurring customer touchpoints (e.g., weekly/biweekly/monthly) to review findings, prioritize worklists, assign owners, and track progress against agreed goals.
Translate PRI findings into clear, actionable recommendations and documented action plans, including identification of operational owners (Revenue Integrity, Pharmacy, Billing, Coding, IT/EHR build teams, Infusion operations) and suggested remediation steps.
Track performance and ROI for PRI customers, including baseline establishment, measurement period tracking, opportunity pipeline tracking, and realized outcomes reporting; communicate results in a concise executive-ready format.
Collaborate with internal analytics and product/technology teams to refine requirements, validate logic/questions, improve reporting, and support customer-requested enhancements; manage customer expectations regarding feasibility and timelines.
Partner with Sales and Account Management as the PRI product advocate and pharmacy revenue cycle SME, including participation in QBRs, renewal support, value business reviews, and (as needed) product demonstrations.
Maintain working knowledge of industry reimbursement and pharmacy revenue cycle trends impacting reimbursable drugs in clinics/infusion settings, including payer policies, modifier usage (e.g., JW/JZ and 340B modifiers), and common denial/adjustment themes.
Adhere to standards and procedures for customer documentation, project/status reporting, issue tracking, and meeting notes/action logs.
Support special projects related to PRI adoption, performance reporting, customer success playbooks, and cross-functional initiatives.
Must be willing to travel and work from a home office environment. Travel minimal (typically <10%), subject to customer needs and internal meetings.