Pharmacy Customer Relations Manager

PharMerica

The Pharmacy Customer Relations Manager reports to the Pharmacy Director and will act as liaison between pharmacy operations and the clients. This position is critical in delivering exceptional service to the clients that we service by maintaining strong relationships between our clients and our pharmacies.

Assists in planning, organizing and overseeing all daily client communication, email, phone and written. Ensuring that all emails are answered, and actions taken
• Works with PD on OE staffing including scheduling for those groups
• Completes transparency and advocating for Account Management
• Attends account management meetings as requested
• Follow up on shorts and partial fulfillment with clients
• Serves as an Ombudsman for clients with operations to solve issues
• Maintains relationships with clients by providing support, information, and guidance, while researching and recommending service solutions
• Participates, working with the PD, in the quality and performance improvement process of Pharmacy Ops/Service relations capacity
• Supports and implements specific procedures and programs
• Negotiates to resolve conflicts by finding the win-win scenarios between clients and Ops
• Presents service excellence - responsive, informs both Ops and Clients of Pharmacy process, pleasant to work with, educates and provides timely, accurate information
• Manages and develops weekly reports on status of: Calls answered, abandoned calls, time to answer, pertinent client issues, pertinent Ops issues
• Promotes an atmosphere which allows for the privacy, dignity and well-being of all patients in a safe, secure environment
• Promulgate quality and able to perform work in a neat, efficient, well-coordinated, well communicated manner with a high degree of accuracy and professionalism
• Supports regional organic growth, both in revenue and persons served
• Supervisory Responsibility: No

• Bachelor's Degree in business or related field
• Previous experience in a client management, customer service, or client support role; previous experience in a client support role within a healthcare setting or other business-to-business setting
• Strong business acumen and attention to detail
• Must be proactive: anticipates and plans for problems before they arise
• Must be organized: manages time effectively, keeps tasks appropriately prioritized
• Must be motivated, diligent, industrious and persistent in the workplace, stays on tasks to completion, works at a fast pace to ensure optimal efficiency
• Must have good judgment and be able to exercise discretion and due diligence when making decisions and recommendations
• Must have strong oral and written communication skills and be able to speak in front of people to deliver necessary material or messaging
• Ability to work with others in a team setting
• Able to think through issues and identify appropriate options
• Ability to develop clear, actionable steps in support of an overall business/OPs strategy
• Ability to handle multiple priorities concurrently
• Flexibility to change directions as needed for the good of the department or organization

**To perform this position will require siting, standing, walking and typing on a keyboard with fingers. The physical requirements will be the ability to push/pull and lift/carry 1-10 lbs**