Account Manager

POSITION PURPOSE

The Account Manager (AM) position is responsible for achievement of net revenue and profit objectives for assigned territory and for general sales activity, sales communications, and marketing support in a specified territory. Provides service and sales support to targeted accounts by coordinating services, evaluating current business relationships and developing, presenting, managing and executing new business opportunities for these key accounts. The AM's customers include physicians, hospitals, skilled nursing facilities, nursing companies, and payors in the territory. The AM participates in sales meetings, both at corporate and center level, with VP of Home Infusion Sales, in training programs as designated by Chief Sales and Marketing Officer and attends in-services to referral sources. The AM communicates with clinical, reimbursement, operational and management personnel as required supporting all areas as related to effective customer service and sales development.

QUALIFICATIONS/REQUIRED EDUCATION/TRAINING

Experience:

• A minimum of 1 years sales experience in the infusion services, or other related healthcare product/service industries, with a proven track record is preferred.

Education:

• 4 year college degree, preferably in business or healthcare related fields or equivalent work related experience. Perspective candidate can be working towards 4 year degree with one year left to graduate. Documentation and completion of degree must occur within 12 months of hire or will be terminated.

Preferred:

• Knowledge of infusion service procedures and reimbursement policies is preferred, but not required.

Other Qualifications:

• Ability to sell a service, experience with customer service, and new business development is required.
• A record of satisfactory performance in all prior and current employment as evidenced by positive employment references from previous and current employers.
• Must be able to assume a flexible work schedule.

Interpersonal Skills:

• Must have excellent interpersonal skills in handling interactions with Palmetto Infusion staff, other agencies, groups, patients and families.

Technology Skills:

• Competent in use of company email as means of communication, accessing the company website to view company policies and electronic medical records.
• Competent in the use of company self-service payroll software (time and attendance, benefits, pay statements).
• Competent in the use of Microsoft Office products and the ability to navigate Internet Explorer. Proficient in typing, word processing (Microsoft Outlook/Express, Word, Excel), and familiar with office equipment.
• Proficient in the operation of CPR .

Language Skills:

• This position requires a knowledge of, and sensitivity to, cultural and language differences.

Mathematical Skills:

• Must have the ability to perform basic mathematical computations. Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.

Reasoning Ability:

• There are a number of deadlines associated with this position. The employee must also multi-task and interact with a wider variety of people on various and, at times, complicated issues.

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the primary functions of this job. While performing the duties of this job, the employee may be required to frequently stand, walk, sit, bend, twist, talk and hear. There may be prolonged periods of sitting, keyboarding, reading, as well as driving or riding in transport vehicles. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include reading, distance, computer, and color vision. Talking and hearing are essential to communicate with patients, vendors and staff.

Other Skills:

• Must be able to work as a team member and develop productive and cooperative working relationships with all members of the Palmetto Infusion team.

ESSENTIAL DUTIES, FUNCTIONS & RESPONSIBILITIES

MAJOR RESPONSIBILITIES

• Achieves total net revenue and profit (EBITDA) objectives for assigned territory with primary goal of bringing in new business to increase overall market share. Accounts included, but not limited to, hospitals, physicians, payors and home health agencies controlled by one or more competitors or those referral sources with minimal account penetration, and existing territory business.
• Performs all phases of sales activities for assigned territory, including: analysis of client needs and opportunities; creating market development plans in concert with company goals/objectives; presentations of Palmetto Infusion's services, pricing and negotiating agreements; and servicing of the account and follow-up as necessary.
• Participates in managed care strategic plan with VP of Home Infusion Sales and Chief Sales and Marketing Officer.
• Proficient at partner programs (i.e.: MS Outlook/Express, Word, Excel.)
• Performs other duties, as assigned.

CUSTOMER SERVICE ORIENTATION

• Participates/assists in training center staff in customer service issues as assigned by VP AIC Market Development or other management designee.
• Identifies and resolves customer service issues in territory in a timely manner.

PROSPECTING

• Identifies and targets new customers/markets for evaluation by VP AIC Market Development, corporate personnel and key account members.
• Participates in targeting, qualifying, prioritizing, and identifying new program and business opportunities for the company and reports to VP AIC Market Development.

TERRITORY MANAGEMENT

• Assesses and reports competitive sales activities; assists in developing and implementing competitive strategies.
• Qualifies revenue potential and payor mix in new and existing accounts.
• Develops territory sales forecasts and submits to VP AIC Market Development for approval.
• Makes a minimum of 8 - 15 quality sales calls per day with key decision makers, both old and new accounts; plans customer service and new business development activities on a weekly basis.
• Completes all expenses, mileage, time sheets and submits them to President of AIC Sales in a timely fashion, staying within territory sales budget.

COMMUNICATION

• Coordinates all team-selling efforts at the branch and corporate levels. Maintains a working relationship with other Palmetto Infusion divisions in order to utilize resources necessary to service the account while demonstrating ability to work as a team with all staff members.
• Acts as a change agent to foster favorable core therapy admits growth month over month and year over year in both the acute and chronic service lines.
• Demonstrates skills and ability in effective professional written and verbal communications; utilizes appropriate organizational lines in relaying problems, concerns questions and ideas;
• Participates in all scheduled sales conference calls, and branch meetings.
• Handles client complaints in a fair and empathetic manner. Takes initiative to present ideas/suggestions to management utilizing proactive problem solving approach.
• Provides regular feedback to local and corporate management regarding sales activity and success in market development.
• Participates in Performance Improvement Program, if necessary.

COMPLIANCE / WORK STANDARDS

• Promotes Palmetto Infusion culture by providing quality, comprehensive services to all customers through a team approach; representing the company within the regional and national healthcare community with professional decorum and respect for the patient care process.
• Acts as a primary liaison between the account and the branch demonstrating the highest level of customer satisfaction both externally and internally.
• Sets high goals/standards of performance for self and ensures work meets quality standards; demonstrates reliability and follow-through on all assigned tasks to meet appropriate duties, effectively and as expected, reflecting pride in his/her work.

PLANNING / ORGANIZATION

• Develops and implements an effective territory organizational plan and maintains an organized account profile on all key accounts.
• Submits weekly reports, as well as revenue and referral spreadsheet monthly (due by the 20th) to VP AIC Market Development in a timely manner.
• Plans customer service and new business development activities on a weekly basis.

PERFORMANCE EXPECTATIONS

In performance of their respective tasks and duties all employees and contract employees of Palmetto Infusion are expected to conform to the following:

• Adhere to all professional and ethical behavior standards of the healthcare industry.
• Displays a neat, clean and professional appearance at all times.
• Interact in an honest, trustworthy and dependable manner with patients, employees and vendors.
• Possess cultural awareness and sensitivity.
• Maintain a current insurable driver's license.
• Maintains professional licensure, certification and health requirements as required for this position.