Pharmacy Account Manager - CaptureRx

Founded in 2000, San Antonio-based CaptureRx is a healthcare technology company and leading 340B solution provider that puts people first, touching millions of patient lives through customer obsession and innovative products and services that support relationships among payers, providers, pharmacies, and patients. Our solutions manage inventory and financial flow for 340B prescriptions filled at contract pharmacies and perform the eligibility checks required to comply with 340B program requirements. Using a process that is seamless to the covered entity, pharmacy and patient, our Cumulus platform has processed more than 240 million patient encounters and more than one billion switch claims. CaptureRx solutions serve more than 500 hospitals and health centers in 45 states via a robust pharmacy network of more than 3,500 contracted locations of independent, national, and regional pharmacies.

 Summary:

 Supports covered entities to help manage an effective 340B program and is the key liaison for service and operational support.To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others.

Essential Functions:

• Ensures efficient and timely training of new customers by communicating and managing customer expectations and assisting them through successful completion of the training process.  
• Establish communication with the main point of contact(s) and end user(s) at the covered entity to provide guidance and Cumulus™ training while transitioning client out of implementation.
• Sets clear customer expectations, explain processes and flow of monetization.
• Performs account maintenance to include updating and auditing customer records to ensure accuracy in Cumulus.
• Performs account maintenance to include updating contracts and ensuring client information is accurate in SalesForce.
• Provide value to clients by providing pertinent levels of customer service and operational support.
• Perform standard account reviews by monitoring account health, trends, and performance.
• Constantly evaluates customer financial performance under 340B and makes suggestions for improvement.
• Maintain customer communication and customer experience.
• Proactively assesses and assists in identifying customer core values and needs for their 340B program and builds business processes around those needs.
• Compile and review financial reporting of clients 340B program.
• Advise clients on program opportunities and potential vulnerabilities.
• Recommends and conducts follow-up training with assigned Client and or Team.
• Ensures all incoming customer requests are acknowledged within one business day.
• Leverages Salesforce as the customer relationship management tool for documenting all customer contacts and deliverables that require follow-up.
• Understands CaptureRx technology and products and how they could positively affect the client’s 340B program.
• Performs other duties as assigned.

Knowledge, Skills, and Abilities

• Experience in professional customer relationship management.
• Excellent written and oral communication required.
• Knowledge of healthcare benefits, healthcare claims processing or pharmacy operations.
• Knowledge of 340B products and services preferred.
• Knowledge of Salesforce preferred.

• Strong analytical skills
• Experience in exercising discretion and independent judgement in a customer service setting.
• Intermediate to advanced skills in Microsoft Word, Excel, PowerPoint, and Outlook.
• Must be adaptive, organized, detail oriented, proactive, innovative, communicative, and can work in a fast-paced environment.
• Must be able to work independently with minimal direction and as part of a team.
• Ability to cultivate positive relationships with internal and external customers while maintaining a professional demeanor. 
• Must be able to multi-task, manage multiple projects and perform duties efficiently and with accuracy and accountability.

Education/Experience:

• Bachelor’s degree from an accredited university or college.
• Minimum of one (1) to three (3) years of customer service and/or account management experience.
• The equivalent combination of education and experience required.

          AND

          OR

Licenses/Certifications:

•  HIPAA Certifications (CHP, CSCS, CHA) preferred.