National Account Manager - Nurse Liaison

Guardian Pharmacy Services Management•Atlanta, GA

14d

About The Position

Extraordinary Care. Extraordinary Careers. With one of the nation’s largest, most innovative long-term care pharmacy services providers, there is no limit to the growth of your career. Our unique business model combines the personal touch of locally operated pharmacies with the robust support of our Atlanta-based corporate team, ensuring best-in-class pharmacy care for our customers. Why Guardian Pharmacy? We’re reimagining medication management and transforming care. Who We Are and What We’re About: Our core focus is delivering customized medication management solutions to support healthcare organizations serving seniors and individuals with complex care needs. With our comprehensive suite of tech-enabled pharmacy services and a dedicated team of professionals committed to enriching the lives of those we serve, we are redefining how pharmacy care is delivered. We offer an opportunity to learn and grow your career in a fast-paced, diverse, and inclusive environment. If you are looking for a challenging, team-oriented environment in which you can put your expertise to work, then this is the place for you. The Role: As a National Account Manager , you will be on-point for Guardian’s national accounts, helping to ensure that strategic goals and customer satisfaction are met consistently. You will serve as the primary point of contact for these accounts at C-Suite level, cultivating relationships, identifying growth opportunities, and ensuring the successful delivery of our pharmacy services. Serve as a point of contact for escalation and cure for clinical issues that have not been resolved by local business unit. Serve as primary liaison between business units and national account clients seeking to implement new clinical initiatives. Assist and participate in national account partnership check-ins, business reviews and their annual leadership meetings providing appropriate reporting on clinical reports and other nursing or pharmacy related questions. Clinical Liaison: Point of contact for national accounts when escalation is required for clinical issues not resolved at the business unit Work with president, RFAM, and local clinical liaisons to assist with clinical resolutions at the business unit level Develop strong and effective relationships with client clinicians and business managers Share clinical reporting to assist clients as part of regular business reviews Coordinate and work with Guardian Clinical & Regulatory Support Manager on clinical topics and projects that are relevant to the field. Provide input into/participate in thought leadership initiatives driven by the marketing team? Provide support to RFAMs specifically related to nursing or clinical initiatives or questions that arise. Account Management: Customer Relationship Management: Serve as the primary point of contact for assigned national accounts, ensuring that all client inquiries, concerns, and issues are addressed in a timely and professional manner. Facilitate regular communication to maintain a strong relationship and enhance client retention. Collaboration: Work closely with cross-functional teams (sales, customer experience, marketing, clinical, and operations) to ensure seamless account management and to deliver exceptional service to assigned national accounts. Reporting & Analysis: Track and report on account performance, and key performance indicators (KPIs). Provide regular updates and insights to senior management, offering solutions for any challenges. Utilize CRM platform (Salesforce) for reporting and documentation of activities. Coordinate support for client national meetings, working with local pharmacy business units and Guardian corporate, ensuring Guardian is well represented as a strong clinical partner and supporter. Working with presidents, ensure all national clients are informed and updated on all disaster recovery protocol and back-up processes. Coordinate the educational offerings to the field at the national level and act as the main point of contact for communications to customers. Support, monitor & encourage pharmacy teams to do local/regional business reviews for national accounts. Work with Guardian BI team for continued development of the business review templates. Support Guardian’s initiatives for consistency where appropriate and applicable. Support a customer advisory board to collect customer perspectives and input on new and existing offerings. Work closely with marketing to communicate national offerings (LinkedIn/Facebook/Twitter)

Requirements

Registered Nurse; business-related degree a plus
10+ years of related experience
Proven excellent relationship skills and the ability to build strong and effective relationships with existing and new clients
Proven experience effectively troubleshooting and solving client service issues in a positive and proactive manner
Clinical experience working in long term care pharmacy and/or institutional patient care setting, such as assisted living or skilled nursing home
Strong proficiency in multiple E-Mar systems, with the ability to understand interface and views from both pharmacy and client sides
Excellent verbal and written communication skills
Must have strong internal and client-presentation skills
Excellent PC skills, including MS Office and Salesforce proficiency
Dependable and self-motivated; able to work to deadlines and schedules with little supervision
Must have very strong organizational skills
Must be able to effectively prioritize tasks and assignments
Success as an effective team member

Responsibilities

Serve as a point of contact for escalation and cure for clinical issues that have not been resolved by local business unit.
Serve as primary liaison between business units and national account clients seeking to implement new clinical initiatives.
Assist and participate in national account partnership check-ins, business reviews and their annual leadership meetings providing appropriate reporting on clinical reports and other nursing or pharmacy related questions.
Point of contact for national accounts when escalation is required for clinical issues not resolved at the business unit
Work with president, RFAM, and local clinical liaisons to assist with clinical resolutions at the business unit level
Develop strong and effective relationships with client clinicians and business managers
Share clinical reporting to assist clients as part of regular business reviews
Coordinate and work with Guardian Clinical & Regulatory Support Manager on clinical topics and projects that are relevant to the field.
Provide input into/participate in thought leadership initiatives driven by the marketing team?
Provide support to RFAMs specifically related to nursing or clinical initiatives or questions that arise.
Serve as the primary point of contact for assigned national accounts, ensuring that all client inquiries, concerns, and issues are addressed in a timely and professional manner.
Facilitate regular communication to maintain a strong relationship and enhance client retention.
Work closely with cross-functional teams (sales, customer experience, marketing, clinical, and operations) to ensure seamless account management and to deliver exceptional service to assigned national accounts.
Track and report on account performance, and key performance indicators (KPIs).
Provide regular updates and insights to senior management, offering solutions for any challenges.
Utilize CRM platform (Salesforce) for reporting and documentation of activities.
Coordinate support for client national meetings, working with local pharmacy business units and Guardian corporate, ensuring Guardian is well represented as a strong clinical partner and supporter.
Working with presidents, ensure all national clients are informed and updated on all disaster recovery protocol and back-up processes.
Coordinate the educational offerings to the field at the national level and act as the main point of contact for communications to customers.
Support, monitor & encourage pharmacy teams to do local/regional business reviews for national accounts.
Work with Guardian BI team for continued development of the business review templates.
Support Guardian’s initiatives for consistency where appropriate and applicable.
Support a customer advisory board to collect customer perspectives and input on new and existing offerings.
Work closely with marketing to communicate national offerings (LinkedIn/Facebook/Twitter)