Client Support Specialist

ProCare Rx Career•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 support to Strategic Account Managers. This role requires developing a deep understanding of client objectives, plan designs, and overall needs, including their organization, structure, and products/services. The specialist will conduct regular service communications, identify and resolve client issues, and actively participate in client meetings. They will also provide consulting and training, collaborate with cross-functional teams to represent clients internally, and utilize data analytics tools for reporting and presentations. A key part of the role involves working with the Implementation team for smooth transitions and maintaining ProCareRx systems with accurate client information. Regular communication with Client Services leaders is essential for feedback on client relationships and active projects. The position also involves contributing to team efforts and 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.
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.

Nice To Haves

Pharmacy Tech or PBM account management experience a plus.

Responsibilities

Establish and maintain professional relationships with clients across multiple levels of client organizations.
Serve as the primary contact for selected clients and provide support of accounts (secondary) to the Strategic Account Manager.
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.
Maintain all documentation and follow up as needed and/or 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; includes but not limited to; new addresses, client contacts, all interactions, meetings, etc.
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.