Client Support Specialist

ProCare Rx•Southfield, MI

About The Position

The Client Support Specialist will establish and maintain professional relationships with clients, serving as the primary contact for selected clients and providing secondary support to Strategic Account Managers. This role requires developing a deep understanding of client objectives, plan designs, and overall needs, as well as staying aware of changes within client organizations and the company's products/services. The specialist will conduct regular service communications, identify and resolve client issues, and actively participate in client meetings, maintaining all necessary documentation. Additionally, the role involves providing consulting and training, collaborating with cross-functional teams, preparing reports using data and analytics tools, and ensuring a smooth transition for new clients. A key aspect of the role is maintaining ProCareRx systems with accurate client information and communicating regularly with leadership regarding client relationships and activities. The position also contributes to team efforts by performing other assigned duties.

Requirements

Associate Degree in Business or Healthcare field preferred; or any combination of education and experience which would provide an equivalent background, managing business operations and/or customer relationships, ideally in Healthcare Operations.
Pharmacy Tech or PBM account management experience a plus.
Proficient in Microsoft Office and other exposure to industry-related applications and software.
Prior employment in a position requiring use of analytical, problem solving, and critical thinking skills.
Self-motivated, with the ability to work both independently, as well as cohesively within a team setting, with limited supervision in a fast-paced environment with timely turnarounds.
Exceptional organizational and time management skills.
Exceptional verbal and written communication skills to effectively communicate with peers, colleagues, and all levels of management.

Responsibilities

Establish and maintain professional relationships with clients, serving as the primary contact for selected clients and providing secondary support to Strategic Account Managers.
Develop and maintain a working knowledge of client's objectives, plan designs, and overall needs.
Understand the client's organization & structure, product/services and stay aware of any changes.
Conduct regular service/relationship communications with clients.
Identify, research, resolve, and provide prompt follow up to all client issues.
Actively engage and participate in client meetings and conference calls, maintaining all documentation and follow up as needed/requested.
Provide consulting and ongoing training and education to assigned accounts as needed.
Collaborate with cross functional teams to represent client(s) internally and coordinate functions such as problem resolution, system implementations, project completion and/or to address ongoing pharmacy service’s needs.
Utilize various data and analytics tools to prepare reports, written communication, and/or presentations as needed.
Work with the Implementation team to provide smooth transition to ongoing Client Services following Go Live.
Understand and support all internal workflow, while providing ideas and suggestions for improved processes.
Maintain ProCareRx systems to assure documentation of client communications and client information is updated and accurate.
Communicate regularly and as required with Client Services leaders, to provide necessary, timely feedback and assessment of client relationships, active projects, and/or any relevant information/activities on client accounts.
Contribute to a team effort by performing other duties as may be assigned.