Under the minimal supervision of a director, the Rx Client Services Manager is responsible for the day-to-day operation of a client-facing team to ensure we are providing remarkable service. The Manager is responsible for staffing, associate performance evaluation and team development.
The incumbent works in collaboration with the other internal teams including, Sales, IT, Product Management and Finance.
Effectively manage direct reports by establishing clear directions for their job and performance level; distributing the workload appropriately; laying out work in a well-planned and organized manner; and maintaining two-way dialog with direct reports on work and results.
Oversee associate workload ensuring associates are fully utilized and working efficiently; promote “work smart”.
Provide direction on how to respond to difficult client requests.
Create and manage account plans (specific to sales, expansion & renewals).
Develop and monitor goal progression for direct reports that align with overall company objectives.
Oversee new client conversions, including education of client on systems and procedures, system set up, structuring account team, client training, client visits, etc.
In association with Sales, monitor client volume and revenue.
Assist with collections and revenue management, when needed.
Analyze client data to help them more effectively manage their business.
Identify, develop, and implement cost-cutting measures and monitor financial performance against targets.
Aid in development of client presentations by suggesting appropriate content to enhance client relationship management.
Work cross-functionally with other internal teams to meet client needs.
5+ years of work experience with a minimum of 3 years managing a team in a client services organization; or an equivalent combination of training and experience required to complete the essential functions/job responsibilities of the position
Experience in healthcare or pharmacy preferred
Proficient with Google Suite
Intermediate level with Microsoft Office (especially excel and word)
Advanced Beginner with Salesforce.com preferred
Coaching: Guides, develops, empowers, and motivates associates to meet the organization's goals while preparing the team to win.
Conflict Management: Encourages healthy and productive conflict to produce the best possible solution while managing and resolving unhealthy conflicts and disagreements in a constructive manner.
Building Collaborative Teams: Builds productive and cooperative relationships to facilitate team effectiveness through the understanding and utilization of individual strengths, behaviors, and personalities to achieve team goals and organizational success.
Influential Communication: Fosters open communication, speaks truthfully and with one voice through clear and consistent messages, listens to others and values all opinions while acting in a respectful manner to influence an outcome, impact, or effect, and responds appropriately to concerns of others.
Accountability: Sets clear goals, objectives, expectations, and responsibilities and monitors the process, progress and results to hold self and others accountable for measurable actions and results.
Change Management: Acts as a catalyst to change by using effective strategies to facilitate organizational change initiatives and overcome resistance to change.
Key Performance Indicators (KPIs):
KPI 1: Meet or Exceed company-established client satisfaction rating
KPI 2: Contribute cost saving ideas to assist with meeting company-defined goals
KPI 3: Generate referrals for new expansion revenue goals
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 ## 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
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 outcomes