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Client Representative-Full-Time

4 months ago

Queensbury, United States Hudson Headwaters Health Network Full time
Job DescriptionJob Description

HH340B Mission

To build partnerships that strengthen and protect the healthcare safety net

HH340B Vision

To leverage our unique perspective to positively impact the lives of underserved communities

HH340B Core Values

To work with Collaboration, act with Integrity, serve with Humility, and achieve with

Commitment

Note: this position is hybrid and required to be present in the office at least once a week

Position Summary

Hudson Headwaters 340B is a for-profit, wholly owned subsidiary of Hudson Headwaters Health Network, based in Glens Falls NY. Hudson Headwaters 340B specializes in the data management of pharmacy transactions as a ThirdParty Administrator (TPA) for national clients under the federal 340B pharmacy program; as well as providing auditing, compliance assessments and consultative services. The Client Support Analyst is responsible for assisting with key client relations and fostering a positive and productive customer service department that supports data processing, analytics, consulting, and general customer relations. This individual assists with the performance of the team in keeping pace with client demands, adhering to standard company processes, workflows, procedures,and documentation. This individual will help to continuously drive process improvement and maintain a singular focus on unparalleled customer service, both with internal and external processes.

Essential Duties and Responsibilities:

• Contribute to the company core values of being the industry leader in client relations and customer service

through collaboration, integrity, humility, and dedication to be the best

• Assist, with direction from the Client Support Manager, to ensure all customer related operations are

carried out appropriately, effectively, and within appropriate time frames

• Will assist the overall Client Success Team goals, objectives and initiatives and help evaluate progress on a

set cadence; intervene when milestones are falling short and adjust, as directed by the Client Support

Manager and other member of the Client Success Leadership Team

• Assist in the preparation of quarterly business review documents

• Maintain client visibility for select clients

• Will assume duties that provide internal business support, such as creating work items and report delivery

and creation.

• Will assist the Client Support Manager in being the liaison between the overall Client Success Team and the

development team

• Will be responsible for assisting the Client Success Team with program data analytics, ensuring they are

streamlined, and information is easily identified

• Assist the Client Support Manager to help establish and monitor quality service by enforcing quality and

customer service standards; analyzing and resolving quality and customer service problems; identifying

trends; recommending system improvements

• Continually look for improvement opportunities and makes suggestions for improvement to the leadership

team with plausible solutions and once approved, implement changes, while educating the team on the

“Why” behind the changes

• Maintains thorough documentation detailing tasks, projects, issues, and procedures and tracks the

respective status daily

• Serve as the point of contact for complaints and escalate issues as appropriate; work through issues to

resolve and provide learning opportunities for the staff

• Participate and support sales and marketing team with up-selling, cross-sell services and encourage

revenue growth by promoting additional services

• Collaborate with internal teams on customer needs

• Learn about other competitors and identify areas to improve client retention and value adds; assist the

Client Support Manager to analyze reasons for lost business and determine if any solutions can assist in the

future

• Coordinate internal tasks and projects and determine the best utilization of resources to promote customer

satisfaction; assist in developing tools to monitor satisfaction internally and externally

• Support the mission, vision, and core values of the overall organization and Client Success Team

• Perform additional duties and special projects as assigned by the Client Support Manager or other members

of the Client Success Leadership Team


Qualifications:

The requirements listed below are representative of the knowledge, skill, and ability to perform the essential

functions:

• Exceptional Verbal and Written communication skills

• Strong task, quality control, and project management skills, with attention to detail

• Strong proficiency in Microsoft Office products

• Highly collaborative with strong interpersonal, communication, and customer service skills

• Fluency in technical applications including data analysis and reporting