Account Manager

Profile

Description

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.

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.

Responsibilities

Responsibilities

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.

Education/Experience:

Bachelor's degree (preferred) or a minimum of five years of work experience in sales/account management, ideally healthcare related preferred.

3 years of Account Management experience

Physical Demands:

May sit, stand, stoop, bend and walk intermittently during the day. May sit seven (7) to ten (10) hours per day. May be necessary to work extended hours as needed. Finger dexterity to operate office equipment required. May need to lift up to twenty-five (25) pounds on occasion. Visual acuity to see and read fine prints. Specific vision abilities required by this role include close vision, color vision and the ability to adjust focus. Must be able to hear normal voice sounds. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this role.

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com