What are the responsibilities and job description for the Account Manager position at Humana?
Description
The Sales Support Professional 2 provides timely and effective sales administrative support to assist with the acquisition or retention of customers. The Sales Support Professional 2 work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action.
Responsibilities
Enclara, is a wholly owned hospice and palliative care pharmacy business acquired by Humana in 2021. Enclara is the nation's largest full-service pharmacy benefits manager (PBM) specifically for the hospice and palliative care sectors. Serving over 450 customers and nearly 100,000 patients nationally, Enclara works closely with hospices to reduce pharmacy costs, improve patient care and support caregivers through: digital innovations, flexible medication access, one-on-one clinical support, and excellent customer service.
Position Summary:
The Account Manager is responsible for maintaining strong client relationships and identifying opportunities to increase Enclara's 'share of customer.' The Account Manager works to ensure that Enclara Pharmacia's clients continue to receive quality and value from their relationships with Enclara Pharmacia through a focus on: satisfaction, cost containment, profitability and communication of extended service offerings. The Account Manager works in conjunction with the Clinical Manager to ensure the appropriate hospice leadership receives and understands utilization recommendations.
Position Requirements:
- Maintain strong business relationships with hospice clients.
- Execute Enclara Pharmacia Value proposition by exhibiting consistent pull-through of Brand strategy.
- As the face of Enclara Pharmacia, ensure that all stakeholders are aligned to the needs of the customer.
- Engage and utilize Clinical Managers to ensure utilization of the most appropriate medications for optimal patient care and cost control.
- Interact with multiple levels within the hospice organization. Ensure they attend and participate in reviews, etc.
- Establish and maintain Quarterly Business/Service Review scheduling and documentation. Will require travel for onsite visits.
- Maintain SalesForce account records; includes new addresses, contacts, interaction, meetings, etc., document all client interactions.
- Timely communication of hospice changes to the appropriate departments within Enclara Pharmacia (Billing, Operations, etc).
- Facilitate proper resolution of customer issues/challenges with other departments (Customer Service, Billing, Operations, Neighborhood Connections, etc).
- Facilitate/communicate documentation of a client service plan when needed.
- Engage Implementation team for new site implementations and post 'go-live' training/implementations, if needed.
- Coordinate interface activities with Interface team, understand 8358 report and interface workflow.
- Engage the Sales team when opportunities are uncovered to add existing patients as a result of acquisitions, joint ventures, etc.
- Host or coordinate education sessions with clients. May include onsite sessions.
- Participate in targeted marketing activities and local state conferences as requested.
- Maintain current knowledge and compliance with industry regulatory requirements, policies and procedures.
- Ability to use SalesForce, ZixMail, WebEx, and Microsoft suite including Power Point and Excel.
Job Requirements:
- Ability to work independently and manage multiple priorities.
- Ability to multi-task on concurrent priorities as well as the ability to communicate with internal participants during client calls through email, instant messaging and texting as needed.
- Ability to work under pressure to meet changing priorities, meet deadlines and make good decisions with minimal supervision.
- Must be resourceful and take initiative to continually learn about internal operations and share with fellow teammates.
- Strong organizational and time management skills, with excellent follow-through.
- Strong commitment to client service, team orientation, and desire to succeed.
- High-energy with a sense of urgency, detail-oriented and thorough.
- High level of responsiveness to clients and internal stakeholders.
- Excellent verbal and written communication, presentation, and negotiation skills.
- Account management and customer relationship skills, with the ability to problem solve.
- Ability to travel as needed for client visits.
- Proficient PC skills - Microsoft Office and other software products.
- Attend local, regional or national hospice meetings upon request.
- Ability to develop a professional rapport, diffuse volatile situations and maintain a dynamic and professional demeanor both outside and inside the company.
Required Qualifications
- Bachelor's degree
- 3 or more years of experience in account management/client services or related field
- This role is part of Humana's Driver safety program and therefore requires an individual to have a valid state driver's license and proof of personal vehicle liability insurance with at least 100/300/100 limits
- Knowledge of Microsoft Office Products to include: Word, Excel, and PowerPoint
- Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Scheduled Weekly Hours
40
The Sales Support Professional 2 provides timely and effective sales administrative support to assist with the acquisition or retention of customers. The Sales Support Professional 2 work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action.
Responsibilities
Enclara, is a wholly owned hospice and palliative care pharmacy business acquired by Humana in 2021. Enclara is the nation's largest full-service pharmacy benefits manager (PBM) specifically for the hospice and palliative care sectors. Serving over 450 customers and nearly 100,000 patients nationally, Enclara works closely with hospices to reduce pharmacy costs, improve patient care and support caregivers through: digital innovations, flexible medication access, one-on-one clinical support, and excellent customer service.
Position Summary:
The Account Manager is responsible for maintaining strong client relationships and identifying opportunities to increase Enclara's 'share of customer.' The Account Manager works to ensure that Enclara Pharmacia's clients continue to receive quality and value from their relationships with Enclara Pharmacia through a focus on: satisfaction, cost containment, profitability and communication of extended service offerings. The Account Manager works in conjunction with the Clinical Manager to ensure the appropriate hospice leadership receives and understands utilization recommendations.
Position Requirements:
- Maintain strong business relationships with hospice clients.
- Execute Enclara Pharmacia Value proposition by exhibiting consistent pull-through of Brand strategy.
- As the face of Enclara Pharmacia, ensure that all stakeholders are aligned to the needs of the customer.
- Engage and utilize Clinical Managers to ensure utilization of the most appropriate medications for optimal patient care and cost control.
- Interact with multiple levels within the hospice organization. Ensure they attend and participate in reviews, etc.
- Establish and maintain Quarterly Business/Service Review scheduling and documentation. Will require travel for onsite visits.
- Maintain SalesForce account records; includes new addresses, contacts, interaction, meetings, etc., document all client interactions.
- Timely communication of hospice changes to the appropriate departments within Enclara Pharmacia (Billing, Operations, etc).
- Facilitate proper resolution of customer issues/challenges with other departments (Customer Service, Billing, Operations, Neighborhood Connections, etc).
- Facilitate/communicate documentation of a client service plan when needed.
- Engage Implementation team for new site implementations and post 'go-live' training/implementations, if needed.
- Coordinate interface activities with Interface team, understand 8358 report and interface workflow.
- Engage the Sales team when opportunities are uncovered to add existing patients as a result of acquisitions, joint ventures, etc.
- Host or coordinate education sessions with clients. May include onsite sessions.
- Participate in targeted marketing activities and local state conferences as requested.
- Maintain current knowledge and compliance with industry regulatory requirements, policies and procedures.
- Ability to use SalesForce, ZixMail, WebEx, and Microsoft suite including Power Point and Excel.
Job Requirements:
- Ability to work independently and manage multiple priorities.
- Ability to multi-task on concurrent priorities as well as the ability to communicate with internal participants during client calls through email, instant messaging and texting as needed.
- Ability to work under pressure to meet changing priorities, meet deadlines and make good decisions with minimal supervision.
- Must be resourceful and take initiative to continually learn about internal operations and share with fellow teammates.
- Strong organizational and time management skills, with excellent follow-through.
- Strong commitment to client service, team orientation, and desire to succeed.
- High-energy with a sense of urgency, detail-oriented and thorough.
- High level of responsiveness to clients and internal stakeholders.
- Excellent verbal and written communication, presentation, and negotiation skills.
- Account management and customer relationship skills, with the ability to problem solve.
- Ability to travel as needed for client visits.
- Proficient PC skills - Microsoft Office and other software products.
- Attend local, regional or national hospice meetings upon request.
- Ability to develop a professional rapport, diffuse volatile situations and maintain a dynamic and professional demeanor both outside and inside the company.
Required Qualifications
- Bachelor's degree
- 3 or more years of experience in account management/client services or related field
- This role is part of Humana's Driver safety program and therefore requires an individual to have a valid state driver's license and proof of personal vehicle liability insurance with at least 100/300/100 limits
- Knowledge of Microsoft Office Products to include: Word, Excel, and PowerPoint
- Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Scheduled Weekly Hours
40
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