Job details

Account Manager, Healthcare Solutions

Position Summary:

As a member of the Healthcare Solutions team and under the general supervision of a manager, an Account Manager is responsible for servicing and supporting Inmar’s healthcare clients who use one or the other of the following proprietary solutions.

RASMAS, an industry leading web-based recall management subscription service,
RXTransparent, an industry leading web-based DSCSA subscription service, or
MedEx, an industry leading comprehensive management solution for hospital pharmacies addressing the issues related to late, missing or diverted medication deliveries.

An Account Manager must have a good understanding of the solution in order to provide adequate support to subscribers, establish and maintain long-term relationships with their designated clients, collaborate with other Inmar teams (Sales, Development, and Strategy) in an effort to continually grow the business, and effectively facilitate remote webinar trainings and troubleshoot any ongoing technical issues.

This role maintains and adheres to operational guidelines to ensure our subscribers are receiving the highest level of client experience.

Primary Accountabilities:

Account Management

Establish, develop and continuously maintain a relationship with their designated clients
Provide Level 1 client support (Phone/Email) with escalation to Sr. Account Manager or above when needed
Facilitate Health Checks (business reviews) at least annually with clients to ensure strong program adoption
Maintain accurate documentation of all (proactive/reactive) client engagement activities in Salesforce CRM

Client Onboarding

Facilitate the onboarding process of new clients within 90 days
Provide a customized implementation structured around the client’s needs
Relate user policy guideline to product features and functions
Provide remote webinar and/or on-site trainings for subscribers
Communicate on behalf of the client with vendors to fulfill client needs and EDI requests, when needed

Contract Renewals/Amendments

Communicate and track the contract renewal process
Communicate contract amendment requests to the legal team
Actively work to engage clients with a goal of maintaining a high retention rate greater than 97%

Healthcare Solutions Program Support

Perform UAT testing for all software releases and product launches
Communicate potential leads to sales team
Communicate development requests/needs to Product Owner

Administrative

Prioritize and manage multiple tasks with timely follow up and completion within the specified KPIs
Adhere to prescribed operational guidelines, routines and practices
Proceed independently and carry out assignments to completion with minimal instruction

Analytical (only as assigned by manager)

Develop and maintain in-depth understanding of NIOSH’s USP General Chapter 800 Standards; provide remote webinar and/or on-site trainings as needed
Maintain USP<800> NIOSH Hazardous Drug database to ensure information remains accurate and up to date
Analyze DSCSA purchase data to create a USP 800 Assessment of Risk for contracted clients; provide annual updated Assessment of Risk document based on contract terms
Discuss with client needs for Policy and Procedures, notify sales if client expresses interest

Required Qualifications:

3-5 years of work experience in hospital Rx, transaction/data processing environments, supporting SaaS solutions or other complex business account services, and
Associate Degree as a minimal requirement: OR an equivalent combination of training and experience required to complete the essential functions/job responsibilities of the position
Intermediate-level proficiency with Microsoft Office Products (Word, Excel, PowerPoint), Google products, and Adobe
Experience with a CRM tool (Salesforce)
Aware of the need to translate and communicate technical concepts into non-technical language and understand how to communicate with internal and external stakeholders

Individual Competencies:

Problem Solving: Gathers and analyzes information to generate and evaluate potential solutions to problems, issues and challenges while weighing the accuracy and relevance of the facts, data and information.
Establish Focus: The ability to develop and communicate goals in support of the business; mission.
Analytical and Critical Thinking: Ability to tackle a problem by using a logical, systematic, sequential approach.
Communication: Giving and receiving messages and information in written, oral, and visual formats in a clear and concise way for a complete understanding of meaning and intent.
Collaboration: Works collaboratively with others to achieve group goals and objectives.
Effective Execution: Translates broad conceptual understanding of the company’s strategy into a tactical plan of how it will happen including who will take on which tasks in what sequence, how long those tasks will take, how much the tasks cost, and how each task affects subsequent activities.

KPIs:

Account Management & Support: proactively engage with designated accounts a minimum of every 60 days, respond to support cases and phone calls within 24-hours, maintain a response rate greater than 95% and an acceptable average response time. Client Onboarding: implement new clients within 90 days of sale, diligently complete all onboarding tasks, manage the project to successful completion, and maintain post-onboarding relation for 30 days after go-live. Contract renewals: manage client contract renewal activities prior to contract end date, maintain renewal retention rate greater than 97%.

The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

While performing the duties of this job, the associate is:

Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms.
Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper.
Occasionally required to stand, kneel or stoop, and lift and/or move up to 25 pounds.
Regularly required to view items at an extremely close range and must be able to adjust and readjust focus.

Occasionally: Job requires this activity up to 33% of the time

Frequently: Job requires this activity between 33% - 66% of the time Regularly: Job requires this activity more than 66% of the time

Safety:

Support a safe work environment by following safety rules and regulations and reporting all safety hazards.

As an Inmar Associate, you:

Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations. Treat clients and teammates with courtesy, consideration and tact; you also have the ability to perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client. Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually beneficial partnerships, leverage information and achieve results. Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability. Understand that results are important and focus on turning mission into action to achieve results following the principles of Flawless Execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome.

The national average hiring range for this job is $50234-65,239 and the salary can fluctuate based on geographic location and qualifications. Pay is based on several factors which may include, but are not limited to: education, work experience, certifications, labor markets, etc. This role includes an opportunity for company-wide annual discretionary bonus, through our Core Company Performance Bonus.

The actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

In addition to salary, Inmar Associates are eligible for competitive benefits for
themselves and their families which include: Medical, Dental, Vision, & Voluntary Basic and Supplemental Life Insurance 401(k) with company match, Health Spending Accounts, a generous flexible time off plan plus 11 company paid holidays, Tuition & Adoption Reimbursement, Maternity Adoption & Parental Leave.

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