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[Remote] Sr, Specialist, Account Management (PSAO Support)
Note: The job is a remote job and is open to candidates in USA. Cardinal Health is a healthcare services and products company, and they are seeking a Senior Specialist in Account Management for PSAO Support. The role serves as the primary contact for independent pharmacies, managing inquiries related to pharmacy reimbursement and PSAO onboarding while ensuring exceptional customer service.
Responsibilities
- Will possess Tier 1 knowledge of all PSAO focuses
- Working and routing Inquiry Intake Forms for PSAO Support
- Customer outreach through email and over the phone
- Manage an average of 10-20 customer cases at a time
- Answer an average of 15-40 incoming calls per day from pharmacy staff and Sales Team
- Act as the designated Managed Care representative in recurring meetings with pharmacy chains and buying groups, addressing inquiries and providing updates
- Attend and contribute to daily CCAM Team huddles and scheduled PSAO/Pharmacy group meetings, fostering collaboration and knowledge sharing
- Attend and engage in cross-departmental meetings
- Act as a primary point of contact for pharmacy buying groups and hospital systems (e.g., Topco pharmacies and Health Systems) regarding Product & Solutions and PSAO-related Tier 1 inquiries
- Lead and moderate New Customer Orientation calls, ensuring a positive and informative experience for newly onboarded pharmacy customers
- Participate fully in the Mentorship Program, embracing opportunities to both mentor colleagues and be mentored to enhance skills and knowledge
- Confident, articulate, and professional speaking and writing abilities
- Ability to effectively apply de-escalation techniques during customer interactions
- Ability to use resources and critical thinking skills to navigate grey areas in customer and sales interactions
- Maintain structured and organized day-to-day responsibilities
- Adaptable to the fluctuating healthcare landscape and open to new ideas and concepts
- Acts as an advocate and liaison between the customer and the PSAO
- Applies basic concepts, principles and technical capabilities to perform routine tasks
- Responsible for identifying and tracking customer pain points
- Proficiency in collaborating with colleagues in a virtual setting, maintaining a high level of professionalism and respect
- Maintain required phone coverage levels and proactively communicate any potential deviations to the team
- Able and willing to independently troubleshoot technical issues
- Implement processes that improve overall customer experience
Skills
- 1-3+ years of previous customer service experience, required
- Prior computer experience using Microsoft Office systems, required
- Proficiency in verbal and written communication, with a demonstrated commitment to active listening and effective interpersonal interactions
- Demonstrates organizational skills and a commitment to detail, ensuring high-quality work and adherence to standards
- Possesses a strong work ethic and team player mentality
- Possesses a professional and empathetic approach, exhibiting patience and a positive attitude when collaborating with peers and serving customers
- Demonstrates skill in establishing rapport and fostering effective communication with Sales
- Managed care, reimbursement, and PBM knowledge, preferred
- Pharmacy experience and/or Pharmacy Technicians, preferred
Benefits
- Medical, dental and vision coverage
- Paid time off plan
- Health savings account (HSA)
- 401k savings plan
- Access to wages before pay day with myFlexPay
- Flexible spending accounts (FSAs)
- Short- and long-term disability coverage
- Work-Life resources
- Paid parental leave
- Healthy lifestyle programs
Company Overview
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