Remote Health Account Manager & Support Specialist

Remedy Group; United States; Remote; USD 42,000 - 60,000; Full time

Job summary

Remedy Group is hiring a Virtual Account Specialist & Customer Support Associate to own a portfolio of healthcare accounts, spanning independent pharmacies to clinics. You’ll split time between growing the portfolio via outbound outreach and resolving inbound issues by phone and email, with a seasonally higher volume in peak shipping months.

You report to a player-coach manager who supports the team through peak volume and complex escalations, ensuring timely order management, compliant

Qualifications

• High school diploma or equivalent.
• 1–3 years in inside sales, customer success, account management, or a high-volume contact center.
• Experience in vaccines, pharmaceuticals, medical devices, healthcare distribution, or pharmacy is preferred.

Responsibilities

• Owns an assigned portfolio of accounts and builds relationships with pharmacy staff, clinic buyers, and practice managers.
• Meets or exceeds quarterly sales goals by driving prebook and reservation conversion, in-season reorders.
• Identifies sales opportunities during inbound service and delivery contacts and follows through on them.
• Tracks each account's ordering pattern and contacts any account that falls behind its expected reorder cycle within 5 business days.
• Level 1 Sales certification within first 6 months
• Answers inbound calls and emails within SLA: 80% of calls within 20 seconds and 24 hours for emails.
• Shifts between outbound outreach and inbound support as queue volume changes during the day.
• Wellness checks following initial customer shipments
• Walks customers through website ordering and resolves login, navigation, and troubleshooting.
• Delivery issues (return to senders, out of temperature range deliveries, overages/shortages)
• Reviews all open orders on their portfolio daily.
• Places customer orders as required.
• Escalates any order at risk of missing its ship date immediately of identifying the risk.
• Coordinates with Manager to track shipments and resolve delivery delays for their accounts.
• Documents and reports all adverse events and product complaints within 24-hour timeframe.
• Supports returns, and replacement orders by following client procedures and completing all required documentation, trackers, etc.
• Uses approved templates/scripts/ materials in all communication to internal partners and customers.
• High collaboration with Medical Communication, Quality, Distribution & Logistics
• Shares knowledge, workarounds, and best practices with teammates.
• Resolves account issues independently when they fall within their authority and escalates to the manager when they don't.
• Technical aptitude: navigate complex databases, proprietary software, ERP/Veeva, and helpdesk software.
• Intermediate Excel skillset a plus for tracking accounts/orders/reporting, working knowledge of Microsoft 365.

Skills

Ownership

Adaptability

Problem solving

Composure

Coachability

Teamwork

Education

High school diploma

Tools

ERP/Veeva

Helpdesk software

Excel

Microsoft 365

Job description

Remedy Group is hiring a Virtual Account Specialist & Customer Support Associate to own a portfolio of healthcare accounts, spanning independent pharmacies to clinics. You’ll split time between growing the portfolio via outbound outreach and resolving inbound issues by phone and email, with a seasonally higher volume in peak shipping months.

You report to a player-coach manager who supports the team through peak volume and complex escalations, ensuring timely order management, compliant