Account Manager, Healthcare Solutions

As a member of the Compliance team for Healthcare Solutions and under the general supervision of a Manager, an Account Manager is responsible for onboarding new clients, providing training both webinar and on-site at the clients location requiring frequent travel, servicing and supporting client inquiries.


This position is remote (hybrid if located near the Winston Salem, NC corporate headquarters) but requires 50% (on average) monthly overnight travel to client sites across the US

MedEx, an industry leading comprehensive suite of management solutions for hospital pharmacies addressing the issues related to late, missing or diverted medication deliveries.

An Account Manager will provide adequate hands-on training to support MedEx implementations, establish and maintain long-term relationships with their designated clients to maintain a high retention rate, effectively troubleshoot any technical issues and collaborate with other Inmar teams (Sales, Development, and Marketing) in an effort to continually grow the business. This role maintains and adheres to operational guidelines to ensure our subscribers are receiving the highest level of client experience.

Travel required: This position is remote (hybrid if located near the Winston Salem, NC office) and includes on average 50% monthly overnight travel to client sites 

Primary Accountabilities:

Account Management

• Establish, develop and continuously maintain a relationship with their designated clients

• Provide Level 1 client support (Phone/Email) with escalation to Sr. Account Manager or above when needed

• Facilitate Health Checks (business reviews) at least annually with clients to ensure strong program adoption

• Maintain accurate documentation of all (proactive/reactive) client engagement activities in Salesforce CRM

Client Onboarding

• Facilitate the onboarding process of new clients within 90 days

• Provide a customized implementation structured around the client’s needs

• Relate user policy guideline to product features and functions

• Provide remote webinar and/or on-site trainings for subscribers

• Communicate on behalf of the client with vendors to fulfill client needs and EDI requests, when needed

Contract Renewals/Amendments

• Communicate and track the contract renewal process

• Communicate contract amendment requests to the legal team

• Actively work to engage clients with a goal of maintaining a high retention rate greater than 97%

Healthcare Solutions Program Support

• Perform UAT testing for all software releases and product launches

• Communicate potential leads to sales team

• Communicate development requests/needs to Product Owner

Administrative

• Prioritize and manage multiple tasks with timely follow up and completion within the specified KPIs

• Adhere to prescribed operational guidelines, routines and practices

• Proceed independently and carry out assignments to completion with minimal instruction

Analytical (only as assigned by manager)

• Develop and maintain in-depth understanding of NIOSH’s USP General Chapter 800 Standards; provide remote webinar and/or on-site trainings as needed

• Maintain USP<800> NIOSH Hazardous Drug database to ensure information remains accurate and up to date

• Analyze DSCSA purchase data to create a USP 800 Assessment of Risk for contracted clients; provide annual updated Assessment of Risk document based on contract terms

• Discuss with client needs for Policy and Procedures, notify sales if client expresses interest

Required Qualifications:

• 3-5 years of work experience in hospital Rx, transaction/data processing environments, supporting SaaS solutions or other complex business account services, and

• Associate Degree as a minimal requirement: OR an equivalent combination of training and experience required to complete the essential functions/job res