Pharmacy Partnership Coordinator

2 weeks ago

Gainesville, Georgia, United States Burgess Information Systems, Inc. Full time
Job Overview

Position Summary:
The Pharmaceutical Client Relationship Manager will play a pivotal role in fostering and nurturing high-quality partnerships with clients through outstanding service, a proactive mindset, and ingenuity, while effectively representing Burgess Information Systems, Inc. This position entails comprehensive responsibility for managing and sustaining key client accounts by collaborating with various internal departments and stakeholders to address complex challenges, ensuring that all client commitments are met promptly and accurately, and that client expectations are fulfilled to enhance retention, renewal, and overall satisfaction.


Key Responsibilities:

  • Build and sustain professional relationships with clients, acting as the primary liaison and trusted advisor across different levels of client organizations for designated accounts.
  • Acquire and maintain a thorough understanding of client objectives, plan structures, and overall requirements, ensuring that service delivery aligns with contractual obligations.
  • Effectively communicate and clarify details regarding formulary, plan structures, and program modifications to clients.
  • Develop an understanding of the client's organizational structure, products/services, and remain informed about any changes.
  • Conduct regular service and relationship communications with clients, which includes effective written and verbal correspondence, face-to-face meetings (both in-person and virtual), and demonstrating active listening and comprehension skills.
  • Identify, investigate, resolve, and provide timely follow-up on all client concerns; gather information related to various issues and guide users through troubleshooting processes.
  • Actively participate in client meetings and conference calls, maintaining thorough documentation and follow-up actions.
  • Provide consulting and ongoing training to assigned accounts as necessary.
  • Collaborate with cross-functional teams to represent client interests internally and coordinate functions such as problem resolution, system implementations, project completions, and ongoing pharmacy service needs.
  • Support and contribute to company growth objectives by assisting in securing new client accounts and retaining existing clients, as well as identifying additional services that would enhance value for current customer accounts.
  • Utilize various data and analytics tools to prepare reports, written communications, and presentations to demonstrate the value of services provided and identify areas for improvement.
  • Work with the Implementation team to ensure a seamless transition to ongoing Client Services following project initiation.
  • Understand and support all internal workflows.
  • Maintain accurate records in internal systems to ensure documentation of client communications and information is current and precise, including but not limited to new contacts, interactions, and meetings.
  • Conduct proactive quality checks and audits of internal applications, claims processing, plan benefit designs, and client reports.
  • Stay informed and compliant with industry regulatory requirements, policies, and procedures.
  • Regularly communicate with Client Services leaders to provide timely feedback and assessments regarding client relationships, active projects, and relevant account information.
  • Contribute to team efforts by performing additional duties as assigned.


Qualifications:

  • Bachelor's degree preferred; or any combination of education and experience that would provide an equivalent background in managing business operations and/or customer relationships, ideally in the healthcare sector.
  • Experience in pharmacy technician roles or pharmacy benefits management account management preferred.
  • Background in external client account management and/or customer relationship management in a healthcare or pharmacy benefits management environment preferred.
  • Prior experience in a role requiring analytical, problem-solving, and critical thinking skills.
  • Self-motivated individual capable of working independently as well as collaboratively within a team environment, with minimal supervision in a fast-paced setting.
  • Strong presentation skills for both virtual and in-person engagements, training sessions, and meetings.
  • Exceptional organizational and time management abilities.
  • Excellent verbal and written communication skills to effectively engage with peers, colleagues, and all levels of management.
  • Willingness to travel as necessary.


Physical Requirements:
This role may require sitting, standing, and occasional light lifting.

Burgess Information Systems, Inc. is an Equal Opportunity Employer.

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