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

The Director of Client Services for PharMerica is a strategic and valued part of the company, under the general direction of the VP of Account Management. They lead a team of Senior Account Managers and Account Managers, cultivating and maintaining ongoing strategic client relationships and partnerships at all levels of the organization to achieve the company's revenue, growth, and retention goals.

About the role

This position involves 70% travel and requires residency within the assigned territory, which includes California, Nevada, and Utah. Key responsibilities include driving retention and growth of a large book of business, assessing and training team members, developing Account Managers into promotional candidates, tracking expiring client contracts, and owning the strategic plan for renewal along with pricing and contract negotiation. The Director also oversees client issue escalation processes, collaborates with key internal partners, and prepares quarterly or semi-annual Book of Business Reviews with management. They work closely with other company disciplines to ensure corporate standards are met and attend client and PharMerica corporate/networking events and conferences.

Responsibilities

• Drives retention and growth of a large book of business across a given team.
• Affirms and trains the talent on their team and appropriately assigns account responsibilities.
• Develops Account Managers into promotional candidates for a future position.
• Tracks expiring client contracts and identifies risk, developing strategies to avoid further losses.
• Owns the strategic plan for renewal along with pricing and contract negotiation.
• Deploys PharMerica’s advanced, consultative, and strategic approach to account management, including the successful implementation and promotion of various 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 through the organization for complete resolution.
• Maintains their team’s performance on activities, tasks, contacts, and other material events with clients.
• Prepares on a quarterly or semi-annual basis a Book of Business Review with Management.
• Works with other company disciplines to assure that corporate standards are achieved.
• Attends client and PharMerica corporate/networking 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

• Education/Learning Experience: ABA/BS degree, MBA preferred.
• Work Experience: 5-10 years 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.
• Skills/Knowledge: 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.
• Desired: Previous experience in a project management and client-facing customer service role; strong background in administrative management with the ability to manage multiple priorities and deadlines at once; strong experience in business writing.

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.

Pay

Salary Range: USD $115,000.00 - $150,000.00 / Year