Job Description

Primary Function

The Account Manager Representative drives customer and patient adoption, retains existing customers and patients, and achieves new business growth. As a member of our Sales Team, the Account Manager Representative is motivated by customer retention, providing business solutions, and identifying opportunities for customers to extend the penetration of the Company among our customers' patients. The Account Manager Representative works directly with a wide variety of customers, providing care to the most vulnerable patient populations, in a wide variety of locations throughout the country.

Requirements and Responsibilities

Oversee the onboarding of new accounts, including establishing drug wholesaler accounts, Global Location Numbers, pharmacy introductions, and patient enrollments. Works as a liaison between the customer and wholesaler to ensure all appropriate application information is complete and all supporting documentation, as requested, is provided to the wholesaler in a timely manner. Monitor program performance metrics and prepare reports for management. Manage ongoing customer relationships by providing on-site support and additional training as needed, troubleshooting service delivery issues or concerns, and attending targeted enrollment events and marketing programs when necessary. Represent the voice of the customer by developing a deep understanding of the customer's organizations, goals, charts & governances, programs offered, and patient flows. Utilizing this knowledge, work cross-functionally with Company sales management, executive management, and pharmacy operations to ensure the customer's needs are met. To be effective in this role, you must have a keen sense of balancing customer needs and wants against high quality and efficient service delivery by Company. Identify the best opportunities to "pull-through" new patient enrollments from customer organizations, including insurance and EHR review if or when necessary. Through company databases, identify patients that are at risk of falling out of care, provide customers with the necessary reporting to mitigate loss of potential revenue and keep patients adherent to medication therapies. Educate customer staff on Company's offering, including general pharmacy services, benefits to customers, and benefits to the patients. Determine the best opportunity for customer staff to present Company services to the patients and assist in adding the messaging to their workflow. Ensure customer staff understand patient eligibility guidelines (if needed) specific to the pharmacy program offered. Uncover operational roadblocks and collaborate with pharmacy operations to assist in creating solutions that work best for the customer and the pharmacy. Triage and act as a liaison on operational issues, relaying information to the proper Company IT, Sales, and/or Ops team members. Stay abreast of the Company's policies and procedures, its workflows, and the relevant regulatory environment surrounding the Company and its customers. Utilize company databases, CRM, and calendar for all account documentation related to management and training activities and ensure the timely update of all relevant information. Other duties as assigned. Collect and analyze large-scale datasets from various sources, including electronic health records, market research, and other relevant databases. Develop and maintain data models, algorithms, and visualizations to present findings clearly and concisely to technical and non-technical audiences. Stay updated with the latest advancements in data analysis techniques, statistical modeling, and pharmaceutical industry trends, and apply them to improve analytical processes. Collaborate with IT teams to enhance data collection, storage, and retrieval processes, ensuring compliance with data privacy regulations. Apply domain-specific knowledge to contextualize data analysis results and provide actionable insights and recommendations. Develop a comprehensive understanding of Third-Party Administrators (TPAs) and their role within the pharmaceutical domain, including their functions, processes, and interactions with healthcare providers, insurers, and patients. Analyze data related to TPA operations, claims processing, reimbursement rates, provider networks, and other relevant metrics to identify trends, patterns, and opportunities for process optimization and cost containment.

Qualifications

Familiar with common brand and generic medications; working knowledge of pharmacy supply chain and dispensing systems. Familiar with insurances including commercial, Medicare parts A through D, and Medicaid. Knowledge of basic principles, theory, regulations, and practices with respect to pharmacy and HIPAA. Outstanding verbal communication skills via phone, in person and presenting to groups. Exceptional customer service skills, with the ability to cultivate strategic alliances. Effective writing skills with strong grammar via emails, letters and reports to various audiences including work groups, teams, company management, internal and external clients. Intermediate level skill/experience in Microsoft Office: Word (creating documents, entering, and formatting text, page layouts, creating tables and adding graphics), and Excel (creating worksheets, entering data). Basic internet browser skills to include opening a browser, typing in URLs in the correct location, using a search engine, bookmarking a site, navigation using back/forward/stop, and filling out forms online, etc. Experience in operating standard office equipment, including a fax machine and scanner. Stellar ability to empathize, collaborate, problem solve, and demonstrate effective presentations to groups. Ability to work independently, be a self-starter and self-motivated. Exhibit a high degree of professionalism with respect to sensitive medical issues and information. High School Diploma/GED. Working knowledge of database, CRM, and electronic document tracking and storage systems. Outstanding customer service skills; at least 1 year experience providing customer service-related functions to internal or external customers, including meeting high quality standards for service and evaluation of customer satisfaction. Willingness and ability to use available technology, including smartphone, tablet and/or notebook computers and other devices, as well as other Wi-Fi enabled devices and services.

Preferred Qualifications & Interests

Prior experience in healthcare sethe rvice sales Prior CPhT or other pharmacy operations experience College education: Associate degree or greater Prior experience with Salesforce or other CRM Proficient in utilization of pharmacy dispensing system software Public Speaking engagement experience preferred

Salary: $65,000 to $70,000 Annually