Dedicated Account Specialist

Cencora • USA > PA > Remote, NJ

9d • Hybrid

About The Position

The Dedicated Account Specialist works closely with health system leadership, primarily large enterprise accounts. The Dedicated Account Specialist acts as a dedicated resource and serves as the primary point of contact to respond to Client requests for issue resolution, including delivery, contracts, pricing, account setup and credits, utilizing the Cencora support resources network where necessary. This role sources data and generates appropriate reports in support of customer initiatives and projects. This role ensures continued implementation of programs and solutions regularly updating customers on progress and status. This role is responsible for reviewing reports and purchasing history and assisting with implementation of initiatives targeted at customer savings.

Requirements

• Requires broad training in fields such as pharmaceutical purchasing, pharmacy technician work, supply chain, or similar vocations generally obtained through completion of a four-year bachelor’s degree program or equivalent combination of experience and education.
• Requires 2 plus years of experience within a pharmacy or healthcare finance department.
• Strong organizational skills; attention to detail
• Ability to communicate effectively both orally and in writing
• Strong customer relations skills
• Excellent follow-up skills
• Strong interpersonal skills
• Strong time management skills; ability to schedule customer appointments in advance
• Good understanding of specific business segment (U.S. health systems)
• Good understanding of Cencora Solutions support network, able to understand who can best resolve issues
• Possesses basic business acumen, with the ability to understand and interpret financial data related to customer accounts at a basic level. This includes handling accounting inquiries, interpreting contract modifiers, and analyzing customer performance as related to the above at a basic level
• Proactive mindset and critical thinking skills; anticipating the needs of the customer before issues progress
• Experience with Microsoft Office 365 suite (Excel, PowerPoint, Word, etc.)
• Intermediate experience with Microsoft Excel (ability to perform V-lookups, pivot tables, and other operations needed to perform intermediate data analysis)
• Experience with utilizing dashboards and internal resources to assess customer account health and determine appropriate action plans (e.g., PowerBI and CRM tools including Salesforce)

Nice To Haves

• Pharmacy technician certification and/or experience as a pharmaceutical buyer highly preferred.

Responsibilities

• Actively identifies and addresses Client (service) needs and issues within current contract with Cencora, determining appropriate internal support and escalating to the appropriate Cencora team(s) to ensure total end resolution.
• Provides onsite, expert customer service support for all new account setup, new Client associate training and reporting out of the Cencora ordering platform.
• Serves as the on-site subject matter expert (SME) for use of the Cencora ordering platform and health system report generation and interpretation.
• Partners appropriately with external client representatives and internal Cencora support to ensure business goals are met.
• Meets with Client stakeholders to establish mutually agreed upon timelines for reporting and progress updates.
• Participates in regularly required service compliance training.
• Completes all training on time.
• Understands customer-specific nuances and ensures internal teams have knowledge needed to drive alignment between the customer and internal Cencora stakeholders to effectively service the customer.
• Participates in projects focused on Client saving initiatives such as group purchasing organization (GPO) or contract optimization or inventory optimization.
• Works with internal Cencora teams on appropriate Client retention strategy, taking initiative to ensure needs and timelines are met.
• Performs related duties as assigned.
• Understanding and accountability to analyze the following (but not limited to) data functions: Allocation tracking reports, Backorder reports, Contract compliance reports, Generic conversion opportunity reports, 340B savings reports (where applicable), Quarterly business connects, Savings opportunity reports.
• Takes direction from account support team lead.

Benefits

• medical
• dental
• vision care
• comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness
• support for working families
• backup dependent care
• adoption assistance
• infertility coverage
• family building support
• behavioral health solutions
• paid parental leave
• paid caregiver leave
• variety of training programs
• professional development resources
• opportunities to participate in mentorship programs
• employee resource groups
• volunteer activities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level