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. 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.

About the role

The Director of Client Services is a strategic and valued part of PharMerica. Under the general direction of the VP of Account Management, the Director delivers on the company’s value proposition to its clients in the Western United States. They lead a team of Sr. Account Managers and Account Managers, cultivating and maintaining ongoing strategic client relationships and partnerships at all levels of the organization to achieve revenue, growth, and retention goals.

This position requires 75% travel and should reside within the assigned territory (Louisiana & Texas). Schedule: Monday - Friday, hours dependent on business needs.

Responsibilities

• Drives retention and growth of a large book of business across a given team.
• Assesses, identifies, and trains talent on their team and appropriately assigns account responsibilities.
• Develops Account Managers into promotional candidates for future positions.
• Tracks expiring client contracts and identifies risk, owning the strategic plan for renewal along with pricing and contract negotiation.
• Owns post-mortem plans for accounts lost and develops strategies to avoid further losses.
• Deploys PharMerica’s advanced, consultative, and strategic approach to account management, including successful implementation and promotion of corporate initiatives.
• Engages with the C-Suite, Regional, or Facility leadership to discuss Monthly/Quarterly Business Reviews and Pharmacy Optimization Services.
• Oversees client issue escalation process and collaborates with key internal partners, elevating high-level issues for resolution.
• Monitors team performance on activities, tasks, contacts, and other material events with clients.
• Prepares a Book of Business Review with Management on a quarterly or semi-annual basis.
• 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 previous experience managing a team in a client management, customer service, or client support role.
• Previous experience with team management in a healthcare setting or other business-to-business setting.
• Ability to present to all levels of management; excellent time-management skills.
• Basic computer skills; advanced Microsoft Office proficiency.
• Outstanding problem-solving skills; experience in root cause analysis.
• Able to collaborate cross-functionally; experience working within a team.

Qualifications

• BA/BS (required).
• MBA (desired).
• Related experience in the pharmacy industry (desired).
• Previous experience in a project management and client-facing customer service role (desired).
• Strong background in administrative management with the ability to manage multiple priorities and deadlines (desired).
• Strong experience in business writing (desired).

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
• Employee Discount Program
• 401k
• Paid-time off
• Tuition reimbursement
• Annual incentive bonus