Account Representative

Summary

This role is responsible for supporting the LTC Client Services Team in providing vital administrative support while assisting in client relations. The role requires assisting account managers with various tasks related to maintaining and nurturing client relationships. Additionally collaborating and engaging with internal stakeholders in the SPS Health umbrella.

Responsibilities

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

• Support account management team including: Maintaining accurate client records in Salesforce, Monday.com, or other platforms, Scheduling Meetings, Quarterly Business Report building and other projects
• Help organize and maintain client-facing documents, proposals, contracts and other key materials
• Collaborate with Account Manager (AM) to onboard new clients, scheduling or documentation as necessary
• Assist with routine client interactions, including responding to inquiries, providing updates, and helping address issues and concern
• In partnership with AM, fulfill client needs, ensure deadlines are adhered to and requests are processed smoothly
• Provide secondary support for customer issues and escalate them to the appropriate AM or department following up for resolutions
• Assist in efforts to strengthen client relationships, organizing checks and identifying opportunities for further engagement
• Ensure clients feel valued through clear and professional communication
• Work with internal partners and clients to resolve research requests related to plan setup and claims processing
• Be responsible and provide quarterly business reviews with subset of clients, primarily virtually with limited on-site
• Maintain the confidentiality of information processed

Qualifications

Bachelor’s Degree or equivalent strongly preferred. Minimum of 1 year experience in customer service or account management roles. Preferable experience in the pharmacy or pharmacy benefit management industry. Preferable experience with managing customer interaction via Salesforce or another CRM tool.

Required Skills

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, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Well-organized and detailed with the ability to communicate in an appropriate and timely manner.
• Ability to write and interpret correspondence, reporting and analytics.
• Ability to speak effectively to clients in person and over the phone.
• Thorough knowledge of the applicability of relevant laws and regulations.
• Proficiency in Microsoft Office Suite.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. (The phrases “occasionally,” “regularly,” and “frequently” correspond to the following definitions: “Occasionally” means up to 1/3 of working time, “regularly” means between 1/3 and 2/3 of working time, and “frequently” means 2/3 and more working time.)

While performing the duties of this job, the employee is frequently required to sit, talk, or hear; and use hands to handle, or touch objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend, or reach above the shoulders. The employee would rarely need to lift to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

The position is a full-time role based out of the Milwaukee, WI office. This position will be hybrid with minimum of 2 – 3 days in office and about 5 - 10% travel which includes air, car, as well as overnight hotel stays. Hybrid remote work is possible with proven ability to work independently and efficiently. Reliable attendance and punctuality are essential. The above statement reflects the general details necessary to describe the principal functions of the occupation and shall not be construed as a detailed description of all the work that may be inherent in the occupation.

Equal Opportunity Statement

SPS Health, LLC, and all its affiliates, is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. The Company makes hiring decisions based solely on qualifications, merit, and business needs at the time.