Client Management Specialist (MID)
About The Position
The Client Management Specialist plays a critical transitional and enablement role within the Medically Integrated Dispensing (MID) customer lifecycle. This position is responsible for supporting early-stage client onboarding, operational readiness, and go-live stabilization, ensuring clients are fully prepared, confident, and aligned prior to transition to long-term account management. This role partners closely with Business Development, Implementation, Operations, Clinical, Technology, and Account Management teams to provide structured onboarding support, workflow education, and issue coordination. The Specialist serves as a temporary, client-facing resource during onboarding through early stabilization, with a focus on operational alignment, risk identification, and seamless handoff. This role is meant to deliver structured, time-bound support during onboarding and early operations, accelerating client adoption, reducing implementation risk, and enabling a seamless, scalable transition to steady-state account management. Provide operational validation, modeling support, and workflow expertise to support Business Growth Executives, but does not own sales strategy, proposal development, or deal closure.
Requirements
- Bachelor’s degree or equivalent experience
- Active Certified Pharmacy Technician (CPhT) credential required
- Specialty pharmacy and/or Medically Integrated Dispensing experience
- 4+ years of experience in: Dispensing workflows, pharmacy operations, and system utilization in a specialty or medically integrated setting
- Client management, onboarding, and implementation support
- Solution-based in complex healthcare environments
- Navigating cross-functional teams resolve issues and manage dependencies
- Supporting complex or high-touch customers with non-standard workflows or operational challenges
- Understanding of specialty pharmacy workflows and MED (MID) operating models within provider practices
- Familiarity with pharmacy systems, data flows, and dependencies across the dispensing lifecycle
- Basic knowledge of payer processes, provider workflows, and the specialty pharmacy landscape
- Experience supporting onboarding activities, including readiness, risk identification, and documentation
- Ability to translate complex workflows into clear, actionable guidance with strong attention to detail
- Effective client-facing communication and ability to guide stakeholders through onboarding and change
- Strong cross-functional coordination, including risk identification and escalation management
- Solutions-oriented problem solving with the ability to manage issues and dependencies in dynamic environments
Responsibilities
- Support early engagement with prospective and newly onboarded clients to assess operational readiness, workflows, and service requirements, and provide structured guidance on dispensing processes, systems, and best practices
- Partner with Business Development, Implementation, and Account Management teams to drive onboarding, system configuration, go-live readiness, and early stabilization, serving as a consistent client-facing resource through transition
- Identify, track, and coordinate resolution of onboarding risks, dependencies, and operational gaps across cross-functional teams
- Provide time-bound support for complex or high-touch client scenarios, including non-standard workflows and early growth phases
- Coordinate issue triage, escalation, and resolution across operations, clinical, compliance, finance, and technology teams
- Collaborate cross-functionally to ensure alignment on readiness, risks, and transition timing, and deliver clear handoff documentation and onboarding summaries
- Document client interactions, workflows, risks, and onboarding progress to support consistency, visibility, and scalability
- Identify recurring onboarding challenges and contribute to process improvement, standardization, and structured onboarding frameworks
- Educate internal teams and external customers on: Specialty pharmacy models and economics, Medically Integrated Dispensing (MID) strategy, Evolving healthcare and pharmacy landscape
- Maintain deep knowledge of: Pharmacy benefit management (PBM) dynamics, Health system and provider trends, Specialty drug pipeline and therapy trends, Regulatory environment impacting pharmacy and providers
- Act as a pharmacy subject matter expert at conferences, customer meetings, and strategic engagements
Benefits
- competitive compensation package
- Total Rewards
- annual bonus or long-term incentive opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
