Account Manager of Client Services / Skilled Nursing / Long-Term Care Pharmacy Services

About the role

The Account Manager of Client Services cultivates and maintains an ongoing 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 throughout the Tennessee market. Ideal locations to reside are commutable distances to those locations.

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 Monthly/Quarterly Business Reviews (QBR’s) and Pharmacy Optimization Services (PSOP’s).
• Ledes client contract renewal process in collaboration with other key PharMerica stakeholders.
• Owns the client issue escalation and resolution process. Works directly with key internal partners to achieve 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.
• Owns their 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.
• 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.
• Excellent communication skills, including the ability to communicate to all levels of management.
• Advanced Microsoft Office proficiency.
• Outstanding problem-solving skills.
• Experience in root cause analysis.
• Ability to collaborate cross-functionally.
• Experience working within a collaborative team.
• Strong background with the ability to manage multiple priorities and deadlines at once.

Skills

• Client retention in a long-term care pharmacy setting.
• Project management and client-facing customer service role.

Benefits

• 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%

Pay

Competitive pay with shift differential.

Schedule

Monday - Friday, hours depend on business needs.

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.