Account Representative

Description

The Account Representative (AR) is responsible for managing and maintaining strong client relationships with small to mid-sized hospice clients. The AR 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 leading to client retention. The AR works in conjunction with internal departments to ensure the appropriate hospice leadership receives and understands utilization recommendations.

Responsibilities

This position is remote- Must live and be able to work in the EST or CST time zones.

#LI-remote

Develop, Maintain and strengthen business relationships across a defined set of hospice clients

· Responsible for client retention through relationship development with key client stakeholders including C-Suite, Directors and Operational leadership.

· As the face of Enclara Pharmacia, ensure that all stakeholders are aligned to the needs of the customer

· Engage and utilize internal departments to ensure utilization of Enclara Pharmacia services for optimal patient care and cost control.

· Establish and maintain Business/Service Review scheduling and documentation.

· Occasional travel required (30%) for onsite team meetings, business reviews, client training/education, trade shows, etc.

· 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, WebEx, and Microsoft suite including Power Point and Excel.

               

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 skills:

• Bachelor’s degree or equivalent experience.

• Minimum of one to two years of work experience in sales support, account management or client services; ideally in a healthcare related field.

Additional Information

Interview Format:
As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called Modern Hire to enhance our hiring and decision-making ability. Modern Hire allows us to quickly connect and gain valuable information for you pertaining to your relevant skills and experience at a time that is best for your schedule.
 
If you are selected, you will receive correspondence inviting you to participate in a Modern Hire assessment.  You will have a set of questions and you will provide responses to each question. You should anticipate this to take about 15 - 20 minutes. Your answers will be reviewed and you will subsequently be informed if you will be moving forward to next round.

Alert:  Humana values personal identity protection.  Please be aware that applicants selected for leader review may be asked to provide a social security number, if it is not already on file.  When required, an email will be sent from Humana@myworkday.com with instructions to add the information into the application at Humana’s secure website.

According to Humana’s COVID-19 policy, vaccination and masking is required regardless of vaccination status (with exception for eating and drinking) for associates working in a clinical setting where patients receive care (e.g., pharmacy retail locations, clinics, home care). The policy only requires the primary series alone (first and second vaccine). Boosters are encouraged, but not required. Associates have the option to request an accommodation for medical, religious or other personal needs.

Please note: Some areas of our business, such as the Primary Care Organization including CenterWell, Conviva, Kindred at Home, onehome, SeniorBridge, Neighborhood Centers, Pharmacy Distribution Centers and others, may be required to adhere to federal, state or local or additional workplace guidelines.

Scheduled Weekly Hours

40