Manager,Client Services

PharMerica Corporation is a premier institutional pharmacy services provider, dedicated to providing quality patient care and innovative pharmacy solutions to institutional customers and patients in long-term care settings. With nearly $2 billion in annual revenues, PharMerica is one of the nation's largest institutional pharmacy companies in America. PharMerica operates more than 100 institutional pharmacies in 45 states and serves nursing facilities that care for approximately 350,000 patients.

 

 

Summary:

Under the general direction of the Director, Client Services, delivers on the company’s value proposition to its clients. Cultivates and maintains on-going strategic client relationships and partnerships at all levels of the organization to achieve the revenue, growth, and retention goals of PharMerica.  Ensures retention of assigned book of business.

 

Essential Functions:

  1. Works with the Director, Client Services in developing strategies that result in retention of assigned PharMerica Clients
  2. Works in the Client Services team to manage PharMerica’s Clients and customers.
  3. Conducts and documents Quarterly Business Reviews with assigned clients
  4. Works directly with key PharMerica and client management team(s) to deliver on client commitments and to meet service-level agreements.  
  5. Owns client issue escalation and resolution process.
  6. Responsible for deploying advanced, consultative, and strategic account management tactics and approach to develop exceptional Client relationships with PharMerica’s assigned Clients
  7. Prepares for and participates in the Book of Business Reviews (BBRs) process to include maintaining the BBR document.
  8. Documents Client retention, upselling activities, and interactions, in PharMerica’s designated CRM platform
  9. Owns proving insight and recommendations on pricing negotiation and contract renewals.
  10. Works with other disciplines (credit/collections, contracting, and marketing) to assure that corporate billing, and receivable standards are achieved.
  11. Prepares quarterly business review materials and client engagement call materials.
  12. Conducts routine client-facing training for PMC products, tools and resources.
  13. Provides educational materials to facilitate compliance with PMC procedures, tools and resources.
  14. Supports solution selling or up-selling of PharMerica products and services.
  15. Ensures an overall positive experience for the assigned client base.
  16. Works collaboratively with clients and key PharMerica management to implement various corporate initiatives, implement PharMerica products/services/tools, and oversee new facility start-ups/transitions.
  17. Compiles Client reports and assists with CRM data management and issue resolution management.
  18. Attend PharMerica corporate/networking events and conferences, as needed.
  19. Mentor other associates as needed or required
  20. Performs other tasks as assigned.
  21. 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.
  22. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required.  Each essential function is required, although reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

     

    Minimum Qualifications:

    Education/Learning Experience:

  • Required: Bachelor’s Degree in business or related field
  • Desired: MBA

    Work Experience:

  • Desired: 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.

    Skills/Knowledge:

  • Required: 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: SalesForce and Axiom experience; 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

    Behavior Competencies:

  • Required: customer service orientation, adaptability, interpersonal/communication orientation, planning/organizing, results oriented, problem solver, training and development focused; effective decision-maker; commitment to process improvement; innovative; organizational/job knowledge.

Accelerate Your Career with PharMerica!

Company
PharMerica
Posted
04/06/2018
Type
Full time
Location
Louisville, Kentucky 40201, US