Pharmacy Program Account Manager

Summary:

Under the direction of the Senior Manager Provider Network Services, the Program Account Manager is responsible for centralizing administrative functions within the Elevate & Good Neighbor Pharmacy programs. This role focuses on streamlining processes, enhancing communication, improving efficiency, and driving proactive analysis to ensure effective program management.

Primary Duties and Responsibilities:

Streamlining Processes: Manage and oversee administrative functions to ensure consistency across Good Neighbor Pharmacy & Elevate programs, including addressing inquiries promptly and professionally (phone and email), conducting welcome calls to onboard new customers, and fostering a seamless experience

Improving Efficiency: Serve as the single point of contact for internal queries and escalated customer support, reducing redundancy and enhancing operational efficiency. Enable Good Neighbor Pharmacy Managers and Managed Care Directors to focus on customer sales, engagement, and retention initiatives

Facilitating Seamless Communication: Coordinate effectively between customers, Operations, Good Neighbor Pharmacy Managers, Managed Care Directors, sales teams, and other key stakeholders to ensure a consistent external and internal customer experience. Research and resolve escalated issues to maintain uniformity in interactions

Collaboration: Drive cross-functional collaboration for efficient workflow and resource management. Identify synergies and develop and execute plans to maximize them. Provide white-glove service to customers and recognize opportunities to promote Community Pharmacy Solutions services as appropriate

Assisting in Presentation Assembly: As needed, may support the creation and updating of prospect meeting presentations, allowing Good Neighbor Pharmacy Managers and Managed Care Directors to dedicate more time to prospective customer meetings and program exploration

Proactive Analysis: Implement continuous monitoring and analysis of program processes and administrative workflows. Utilize data analytics to identify trends and areas for improvement, shifting from reactive to proactive issue management

Project Support: Collaborate with program leaders and staff on key projects, ensuring customer issues are resolved quickly and effectively

Revenue Contribution: Contribute to the achievement of annual revenue and profitability targets through effective membership management and customer engagement

Related Duties: Perform additional related duties as assigned to support the overall goals of the department and organization

Impact:

• Freeing Up Time:Empower Good Neighbor Pharmacy Managers and Managed Care Directors to focus on expanding membership and enhancing customer experience

• Creating a Consistent Customer Experience:Ensure uniformity in customer interactions, regardless of whether they engage with Good Neighbor Pharmacy or Elevate

• Fostering Continuous Improvement:Encourage feedback from sales teams and stakeholders to proactively drive process enhancements

Required Skills and Qualifications:

• Bachelor's degree in Business Administration, Healthcare Management, or a related field preferred

• At least five (5) years of experience in program management or a related role, with two (2) years in a leadership capacity

• Experience in pharmacy operations or healthcare program management is an advantage

• Excellent organizational and communication skills (verbal and written)

• Demonstrated ability to professionally manage customer interactions, including complex issue resolution, while maintaining a neutral and empathetic demeanor to ensure customer satisfaction and uphold company standards

• Ability to manage multiple priorities effectively and independently

• Strong analytical skills with proficiency in data analysis and presentation tools

• Passion for process efficiency and customer experience

• Knowledge of healthcare programs and pharmacy operations

• Proficiency in computer systems necessary for effective program management (MS Word/Excel/Access)

• Familiarity with Cencora products, programs, and services preferred

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora

*This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado/California/Washington/New York/Hawaii/Vermont/Minnesota/Massachusetts/Illinois State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company's continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

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