Account Management Liaison

7 days ago

Billerica, Massachusetts, United States Lantheus Full time

About Lantheus

Lantheus is a leading provider of innovative diagnostics, targeted therapeutics, and artificial intelligence solutions that empower clinicians to find, fight and follow disease. Our purpose and values guide our behaviors in all interactions and play a vital role in creating a dynamic environment that contributes to our success.

Job Summary

We are seeking an Account Management Liaison to represent Lantheus' products MK-6240 and NAV-4694. This is a customer-facing position that will also work cross-functionally with other areas internally to set up, troubleshoot, and maintain ordering accounts.

Key Responsibilities

  • Account Management
    • Works with internal business partners to set up new ordering accounts, add new clinical studies, and/or deactivate existing accounts as needed.
    • Reviews all incoming onboarding requests for accuracy and works with the onboarding team to reconcile any discrepancies.
    • Enters new accounts and/or clinical studies into account-management system ensuring all data is accurate and accounted for in all screens.
    • Troubleshoots and resolves account-related issues with the online ordering platform.
    • Processes account changes of varying complexities with pharmacy, website, and internal partners so all systems and relevant parties are aligned.
  • Customer Service
    • Works in a phone and email-based environment responding to inquiries as they come in.
    • Maintains knowledge of products to educate and speak intelligently to customers regarding their orders and other needs.
    • Assists customers with urgent ad-hoc order requests working with pharmacy and other business partners to help meet their needs.
    • Processes cancellations, order changes, and communicates updates back to customer in a timely fashion.
    • Communicates with customers regarding pharmacy disruptions/delays and offers to assist with re-scheduling unusable doses.
    • Educates customers on ordering process, ordering/cancellation cut-off periods, and order availability windows.
  • Order / Product Management
    • Investigates and responds to invoicing inquiries processing additional invoicing changes as needed.
    • Processes invoices for orders in Lantheus ERP system reviewing pricing, account, and study details for accuracy.
    • Assists management with order reconciliation to ensure data integrity.
    • Addresses other ad-hoc requests and projects provided by management/leadership.

Basic Qualifications

  • High school degree and 3+ year's of related experience.
  • Strong verbal and written communication.
  • Prior customer service experience preferred.
  • Experience with Excel preferred.
  • This position is site-based and requires a presence on-site three days per week.

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