Account Manager

3 weeks ago

WinstonSalem, United States Inmar Full time

Job Description Summary
As a member of the Compliance team for Healthcare Solutions and under the general supervision of a Manager, a Account Manager is responsible for onboarding new clients, providing training both webinar and on-site at the clients location requiring frequent travel, servicing and supporting client inquiries.

MedEx, an industry leading comprehensive suite of management solutions for hospital pharmacies addressing the issues related to late, missing or diverted medication deliveries.

An Account Manager will provide adequate hands-on training to support MedEx implementations, establish and maintain long-term relationships with their designated clients to maintain a high retention rate, effectively troubleshoot any technical issues and collaborate with other Inmar teams (Sales, Development, and Marketing) in an effort to continually grow the business. This role maintains and adheres to operational guidelines to ensure our subscribers are receiving the highest level of client experience.

This position is remote (hybrid if located near the Winston Salem, NC office) with 50-75% overnight travel to client sites within the wee

Primary Accountabilities:

Account Management

  • Establish, develop and continuously maintain a relationship with their designated clients
  • Provide Level 1 client support (Phone/Email) with escalation to Sr. Account Manager or above when needed
  • Facilitate Health Checks (business reviews) at least annually with clients to ensure strong program adoption
  • Maintain accurate documentation of all (proactive/reactive) client engagement activities in Salesforce CRM
Client Onboarding
  • Facilitate the onboarding process of new clients within 90 days
  • Provide a customized implementation structured around the client's needs
  • Relate user policy guideline to product features and functions
  • Provide remote webinar and/or on-site trainings for subscribers
  • Communicate on behalf of the client with vendors to fulfill client needs and EDI requests, when needed
Contract Renewals/Amendments
  • Communicate and track the contract renewal process
  • Communicate contract amendment requests to the legal team
  • Actively work to engage clients with a goal of maintaining a high retention rate greater than 97%
Healthcare Solutions Program Support
  • Perform UAT testing for all software releases and product launches
  • Communicate potential leads to sales team
  • Communicate development requests/needs to Product Owner
Administrative
  • Prioritize and manage multiple tasks with timely follow up and completion within the specified KPIs
  • Adhere to prescribed operational guidelines, routines and practices
  • Proceed independently and carry out assignments to completion with minimal instruction
Analytical (only as assigned by manager)
  • Develop and maintain in-depth understanding of NIOSH's USP General Chapter 800 Standards; provide remote webinar and/or on-site trainings as needed
  • Maintain USP NIOSH Hazardous Drug database to ensure information remains accurate and up to date
  • Analyze DSCSA purchase data to create a USP 800 Assessment of Risk for contracted clients; provide annual updated Assessment of Risk document based on contract terms
  • Discuss with client needs for Policy and Procedures, notify sales if client expresses interest
Required Qualifications:
  • 3-5 years of work experience in hospital Rx, transaction/data processing environments, supporting SaaS solutions or other complex business account services, and
  • Associate Degree as a minimal requirement: OR an equivalent combination of training and experience required to complete the essential functions/job responsibilities of the position
  • Intermediate-level proficiency with Microsoft Office Products (Word, Excel, PowerPoint), Google products, and Adobe
  • Experience with a CRM tool (Salesforce)
  • Aware of the need to translate and communicate technical concepts into non-technical language and understand how to communicate with internal and external stakeholders
Individual Competencies:
  • Problem Solving: Gathers and analyzes information to generate and evaluate potential solutions to problems, issues and challenges while weighing the accuracy and relevance of the facts, data and information.
  • Establish Focus: The ability to develop and communicate goals in support of the business; mission.
  • Analytical and Critical Thinking: Ability to tackle a problem by using a logical, systematic, sequential approach.
  • Communication: Giving and receiving messages and information in written, oral, and visual formats in a clear and concise way for a complete understanding of meaning and intent.
  • Collaboration: Works collaboratively with others to achieve group goals and objectives.
  • Effective Execution: Translates broad conceptual understanding of the company's strategy into a tactical plan of how it will happen including who will take on which tasks in what sequence, how long those tasks will take, how much the tasks cost, and how each task affects subsequent activities.
KPIs:

Account Management & Support: proactively engage with designated accounts a minimum of every 60 days, respond to support cases and phone calls within 24-hours, maintain a response rate greater than 95% and an acceptable average response time. Client Onboarding: implement new clients within 90 days of sale, diligently complete all onboarding tasks, manage the project to successful completion, and maintain post-onboarding relation for 30 days after go-live. Contract renewals: manage client contract renewal activities prior to contract end date, maintain renewal retention rate greater than 97%.

The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

While performing the duties of this job, the associate is:
  • Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms.
  • Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper.
  • Occasionally required to stand, kneel or stoop, and lift and/or move up to 25 pounds.
  • Regularly required to view items at an extremely close range and must be able to adjust and readjust focus.

Occasionally: Job requires this activity up to 33% of the time

Frequently: Job requires this activity between 33% - 66% of the time Regularly: Job requires this activity more than 66% of the time

Safety:

Support a safe work environment by following safety rules and regulations and reporting all safety hazards.

As an Inmar Associate, you:

Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations. Treat clients and teammates with courtesy, consideration and tact; you also have the ability to perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client. Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually beneficial partnerships, leverage information and achieve results. Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability. Understand that results are important and focus on turning mission into action to achieve results following the principles of Flawless Execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome.

#LI-BA1

We are an Equal Opportunity Employer, including disability/vets.

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