Director of Client Services / Skilled Nursing / Long-Term Care Pharmacy Services

PharMerica 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. 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.

About the role

The Director of Client Services is a strategic leader who delivers on PharMerica’s value proposition to clients in the Western United States. Reporting to the VP of Account Management, this role leads a team of Senior Account Managers and Account Managers to cultivate and maintain strategic client relationships, driving revenue, growth, and retention goals. This position requires 75% travel and should reside within the assigned territory (Texas, Oklahoma, & New Mexico).

Responsibilities

• Drives retention and growth of a large book of business across a given team.
• Assesses, identifies, and trains talent on the team, assigning account responsibilities appropriately.
• Develops Account Managers into promotional candidates for future positions.
• Tracks expiring client contracts, identifies risk, and owns the strategic plan for renewal, including pricing and contract negotiation.
• Owns post-mortem plans for lost accounts and develops strategies to prevent future losses.
• Deploys PharMerica’s advanced, consultative, and strategic approach to account management, including implementing and promoting corporate initiatives.
• Engages with C-Suite, Regional, or Facility leadership to discuss Monthly/Quarterly Business Reviews and Pharmacy Optimization Services.
• Oversees the client issue escalation process and collaborates with key internal partners to resolve high-level issues.
• Monitors team performance on client activities, tasks, and contacts.
• Prepares quarterly or semi-annual Book of Business Reviews with Management.
• Works with other company disciplines to ensure corporate standards are achieved.
• Attends client and PharMerica corporate/networking events and conferences.
• Conducts job responsibilities in accordance with the Company’s Code of Business Conduct and Ethics, policies, procedures, and applicable laws.

Requirements

• 5-10 years of experience managing a team in client management, customer service, or client support.
• Experience with team management in a healthcare setting or other business-to-business environment.
• Ability to present to all levels of management.
• Excellent time-management skills and ability to manage multiple priorities.
• Advanced Microsoft Office proficiency.
• Outstanding problem-solving skills and experience in root cause analysis.
• Ability to collaborate cross-functionally and work within a team.

Qualifications

• Required: BA/BS degree.
• Desired: MBA.
• Desired: Related experience in the pharmacy industry.
• Desired: Experience in project management and client-facing customer service roles.
• Desired: Strong background in administrative management and business writing.

Benefits

• DailyPay
• Flexible schedules
• Competitive pay
• Shift differential
• Health, dental, vision, and life insurance benefits
• Company-paid Short-Term Disability (STD) and Long-Term Disability (LTD)
• Tuition Assistance and reimbursement
• Employee Discount Program
• 401k
• Paid-time off
• Annual incentive bonus

Schedule

Monday - Friday, hours dependent on business needs.