Travel Client Success Manager - Long-Term Care Pharmacy

BrightSpring Health Services; Des Moines (IA); Hybrid; USD 65,000 - 95,000; Full time

Benefits offered by this job

DailyPay

Flexible schedules

Competitive pay

Shift differential

Health insurance

Dental insurance

Vision insurance

Life insurance

Tuition assistance

Employee discount

401k

Paid time off

Tuition reimbursement

Non-retail environment

Annual incentive bonus 15%

Job summary

PharMerica is seeking an Account Manager of Client Services in Iowa with a strong focus on retaining and growing client relationships within long-term care pharmacy settings.

You will travel up to 75% across the territory, building partnerships and driving satisfaction through proactive issue resolution, data reporting, and onboarding new facilities.

Qualifications

• Bachelor's degree or equivalent experience.
• Three to five years of client management or customer service experience.
• Experience in healthcare or B2B settings.
• Ability to communicate with all levels of management.
• Advanced Microsoft Office proficiency.
• Strong problem-solving and root-cause analysis skills.
• Collaborative, cross-functional teamwork.
• Ability to manage multiple priorities and deadlines.

Responsibilities

• Builds strong partnerships with clients for sustained growth of their organizations.
• Accountable for all client relationships; primary go-to person for client base.
• Engages across the organization to discuss issues, growth opportunities, and pharmacy performance in reviews and PSOPs.
• Leads client contract renewal process with key PharMerica stakeholders.
• Owns client issue escalation and resolution with internal partners to ensure timely responses.
• Manages client book of business in the CRM, tracking activities and communications.
• Delivers reports and materials for monthly/quarterly business reviews and compliance training.
• Onboards new clients and facilities to ensure seamless implementation.
• Collaborates with credit, contracts, and marketing to meet billing and receivable standards.
• Represents PharMerica at events and conferences.

Skills

Client relationship mgmt

Communication across levels

Time management

Microsoft Office

Problem-solving

Root cause analysis

Cross-functional collaboration

Team collaboration

Project management

Multitasking

Education

Bachelor's degree or equivalent experience

Tools

CRM software

Reporting tools

Job description

Our Company

PharMerica

Overview

PharMerica, a part of Brightspring Health Services, is a long‑term care pharmacy services provider that supplies medications, clinical support, and pharmacy management to healthcare organizations across the United States.

As a a non-retail pharmacy, we focus on providing exceptional customer service and meeting the pharmacy needs for hospitals, rehabilitation facilities, long-term acute care centers, and other specialized care centers nationwide. Our organization is in high growth mode, which can provide opportunities for advancement for individuals looking for career progression!

The Account Manager of Client Services cultivates and maintains an on-going strategic relationship with their clients. They are responsible for ensuring customer satisfaction with pharmacy services, issue resolution and overall retention of their clients.

This position entails 75% travel Ideal location to reside is within that territory

Schedule: Monday - Friday, hours depend on business needs

Territory: Iowa

The ideal candidate has experience in client retention in a long-term care pharmacy setting.

We offer:

DailyPay

Flexible schedules

Competitive pay

Shift differential

Health, dental, vision and life insurance benefits

Company paid STD and LTD

Tuition Assistance

Employee Discount Program

401k

Paid-time off

Tuition reimbursement

Non-retail/Closed-door environment

Annual Incentive Bonus: 15%

Our Pharmacy group focuses on providing exceptional customer service and meeting the pharmacy needs for hospitals, rehabilitation hospitals, long-term acute care hospitals, and other specialized care centers nationwide. If your passion is service excellence and top-quality care come join our team and apply today!

Responsibilities

• Builds strong partnerships with clients through consultation and collaboration for the sustained success and growth of their organizations
• Accountable for all aspects of client relationships; primary go-to person for your client base
• Engages with all levels across the organization to discuss issue resolution, growth opportunities and overall pharmacy performance in the Monthly/Quarterly Business Reviews (QBR’s) and Pharmacy Optimization Services (PSOP’s)
• Leads client contract renewal process in collaboration with other key PharMerica stakeholders
• Owns the client issue escalation and resolution process. Working directly with key internal partners, achieves timely responses on all issues along with setting proper expectations for clients
• Manages their client base through the company’s CRM software. This includes the tracking and management of activities, issues, tasks, contacts, and other client communications.
  • Own your Client Book of Business – be the subject matter expert and be prepared to communicate the most important critical to quality measurements to address customer’s needs, delivering world class service
• Provides pharmacy service, performance and reporting data. Prepares reports, monthly and quarterly business review materials, facilitates client engagement calls and conducts routine training, providing educational materials to facilitate compliance with PMC procedures, tools and resources
• Works with client support services in leading the on-boarding of new clients and facilities to ensure a seamless implementation
• Collaborates with other functional departments (credit/collections, contracting, and marketing) to assure that corporate billing, and receivable standards are achieved
• Represents PharMerica at corporate/networking/client events and conferences
• Conducts job responsibilities in accordance with the standards set out in the Company’s Code of Business Conduct and Ethics, its policies and procedures, the Corporate Compliance Agreement, applicable federal and state laws, and applicable professional standards

Qualifications

• Bachelor's degree or equivalent experience
• Three to five years of previous experience in a client management, customer service, or client support role; previous experience in a client support role within a healthcare setting or other business-to-business setting
• Ability to communicate to all levels of management
• Excellent time-management and basic computer skills
• Advanced Microsoft Office proficiency
• Outstanding problem-solving skills
• Experience in root cause analysis
• Ability to collaborate cross-functionally
• Experience working within a collaborative team
• Experience in a project management and client-facing customer service role
• Strong background with the ability to manage multiple priorities and deadlines at once

About our Line of Business

PharMerica, an affiliate of BrightSpring Health Services, delivers personalized pharmacy care through dedicated local teams, serving health care providers such as skilled nursing facilities, senior living communities, and hospitals. We also cater to individuals with behavioral needs, infusion therapy needs, seniors receiving in-home care, and patients with cancer. Operating long-term care, home infusion, and specialty pharmacies across the nation, we combine the personal touch of a neighborhood pharmacy with the resources of a national network. Our comprehensive solutions, backed by industry-leading technology and regulatory expertise, ensure accurate medication access, cost control, and compliance with best-in-class clinical standards. We are committed to enhancing resident health, reducing staff burdens, and supporting our clients' success. For more information, visit www.pharmerica.com. Follow us on Facebook, Twitter, and LinkedIn.