Client Implementation Consultant

BrightSpring Health Services • Phoenix, AZ

2d • Hybrid

About The Position

The Client Implementation Consultant independently leads and manages new customer implementations, changes of ownership, pharmacy and facility moves, and other complex customer transition projects. The role serves as a consultative partner to customers and internal stakeholders by assessing business and operational needs, developing implementation strategies, identifying risks, recommending solutions, and guiding projects through completion. The consultant exercises discretion and independent judgment when evaluating requirements, interpreting operational needs, setting priorities, resolving complex issues, and recommending courses of action. The position works across functional areas to align implementation solutions with customer expectations, operational capabilities, service standards, and business objectives. The successful candidate is organized, analytical, forward-thinking, and an effective communicator who proactively solves problems and can independently manage multiple projects in a fast-paced environment while adapting to changing customer and operational needs.

The schedule is Monday through Friday, 8:30 a.m. to 5:00 p.m., with a weekend/holiday rotation. The hybrid schedule includes working two to three days from home.

PharMerica, an affiliate of BrightSpring Health Services, provides pharmacy care through local teams serving healthcare providers and individuals with varied care needs. Its operations include long-term care, home infusion, and specialty pharmacies. The company combines local pharmacy service with a national network, technology, and regulatory expertise to support medication access, cost control, and clinical standards.

Requirements

• At least 3 years of progressively responsible experience in customer implementation, project management, project coordination, healthcare operations, pharmacy operations, customer relationship management, or a related field.
• Experience independently managing customer implementations, projects, operational initiatives, or complex cross-functional activities.
• Demonstrated experience assessing business or operational needs and recommending solutions.
• Ability to exercise sound judgment, independently evaluate information, identify risks, and determine appropriate courses of action.
• Experience managing multiple projects or priorities with competing deadlines.
• High school diploma, GED, or equivalent.
• A combination of education, training, and progressively responsible professional experience sufficient to perform the position's responsibilities.
• Strong consultative and customer relationship management skills.
• Ability to assess customer business and operational needs and recommend appropriate solutions.
• Strong project leadership and project management skills.
• Ability to independently analyze complex situations and determine appropriate courses of action.
• Strong critical-thinking, analytical, and problem-solving capabilities.
• Ability to anticipate project risks and develop effective mitigation strategies.
• Excellent verbal and written communication skills.
• Strong presentation, consultation, and meeting facilitation capabilities.
• Ability to communicate recommendations effectively to customers, leadership, and cross-functional stakeholders.
• Ability to influence decisions and outcomes without direct authority.
• Strong interpersonal and relationship-building skills.
• Strong planning, prioritization, and organizational abilities.
• Ability to independently manage multiple complex projects with competing priorities and deadlines.
• Ability to adapt strategies and recommendations to changing customer and business requirements.
• Strong attention to detail while maintaining awareness of broader customer and organizational objectives.
• Ability to interpret project metrics and use information to identify trends and improvement opportunities.
• Advanced proficiency with Microsoft Office and relevant project management and collaboration technology.
• Working knowledge of pharmacy operations, standards, and customer service requirements, as applicable.
• Ability to work effectively and independently within a remote work environment.

Nice To Haves

• Experience in pharmacy, healthcare, or customer implementation operations.
• Experience in a Long-Term Care Pharmacy environment.
• Experience consulting with customers regarding operational processes, services, or business solutions.
• Experience leading complex, cross-functional customer implementations.
• Associate's or bachelor's degree in Business Administration, Healthcare Administration, Project Management, Pharmacy/Healthcare Services, or a related discipline.
• Project management certification or formal project management training.
• Pharmacy Technician certification or registration, where applicable.

Responsibilities

• Serve as the primary implementation consultant and subject matter resource for assigned customer implementations, changes of ownership, pharmacy moves, facility relocations, and other customer transitions.
• Lead implementation projects from planning through execution, stabilization, and post-implementation review.
• Consult with customers and internal stakeholders to assess business needs, operational requirements, service expectations, readiness, and risks.
• Evaluate project requirements and determine implementation strategies, priorities, timelines, and recommended courses of action.
• Develop implementation plans, timelines, milestones, agendas, and deliverables based on customer requirements and organizational objectives.
• Evaluate customer needs and recommend products, services, processes, or operational solutions to support successful transitions.
• Advise customers on implementation requirements, operational considerations, dependencies, timelines, and recommended practices.
• Determine the appropriate involvement of internal service areas and functional partners based on each implementation's needs.
• Lead internal and external project meetings, facilitate discussions, provide recommendations, communicate decisions, assign action items, and follow up.
• Analyze complex or changing project circumstances and independently identify solutions or recommendations.
• Identify project risks, barriers, service gaps, and competing priorities; develop mitigation strategies to minimize disruption.
• Apply knowledge of pharmacy operations, service standards, and implementation practices to anticipate challenges and determine solutions.
• Guide internal stakeholders on customer requirements and the operational impact of implementation decisions.
• Investigate implementation and quality concerns, determine root causes, recommend corrective actions, and escalate significant issues when appropriate.
• Evaluate changes in scope, business requirements, timelines, or operational circumstances and modify implementation plans as needed.
• Conduct pre-implementation assessments to evaluate readiness and identify needs for additional planning or intervention.
• Conduct post-implementation assessments to evaluate results, identify trends or service gaps, and recommend improvements.
• Analyze customer feedback, implementation outcomes, operational experience, and project data to identify continuous-improvement opportunities.
• Recommend improvements to implementation processes, workflows, tools, documentation, and customer transition practices.
• Communicate implementation metrics, project status, risks, outcomes, and recommendations to customers, business partners, and leadership.
• Create and maintain customer-specific implementation documentation according to department and organizational standards.
• Maintain accurate project documentation, decisions, action items, deliverables, and customer requirements in designated systems and SharePoint.
• Manage multiple concurrent projects and prioritize them according to customer impact, operational risk, complexity, timelines, and organizational objectives.
• Build collaborative relationships with customers and cross-functional partners and influence outcomes without direct supervisory authority.
• Serve as a resource to internal partners on implementation processes, transition requirements, and recommended practices.
• Participate in special projects and initiatives to improve implementation processes and service delivery.
• Perform other related duties as assigned.
• Conduct job responsibilities in accordance with the Company's Code of Business Conduct and Ethics, policies and procedures, Corporate Compliance Agreement, applicable laws, and professional standards.

Benefits

• Medical, dental, and vision insurance.
• Health Savings and Flexible Spending Accounts, including up to $5,000 for childcare.
• Tuition discounts and reimbursement.
• 401(k).
• Company-paid time off.
• Shift differential.
• DailyPay.
• Pet insurance.
• Employee wellness and discount programs. Benefits may vary by employment status.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED