Customer Relations Specialist

Job Summary

The Pharmacy Customer Relations Specialist is responsible for managing customer relationships and ensuring exceptional service to Skilled Nursing Facility (SNF) and Assisted Living Facility (ALF) clients. This role serves as the primary point of contact for SNF administrators, directors of nursing, and other key stakeholders, addressing their needs, resolving issues, and promoting pharmacy products and services. This position will travel within an assigned territory.  Must be able to travel daily and stay overnight as needed.  

Key Responsibilities

1. Client Relationship Management:
   • Build and maintain strong relationships with nursing home and assisted living facility clients, including administrators, directors of nursing, and medical staff.
   • Conduct regular check-ins, site visits, and in-services with clients to assess satisfaction levels, address concerns, and identify opportunities for improvement.
2. Customer Support and Issue Resolution:
   • Provide exceptional customer support to clients, addressing inquiries, resolving issues, and ensuring timely delivery of pharmacy products and services.
   • Serve as a liaison between clients and internal pharmacy departments to facilitate communication and problem resolution.
3. Sales Support and Promotion:
   • Collaborate with sales and marketing teams to support business development efforts, including lead generation, proposal development, and client presentations.
   • Promote pharmacy products and services to clients, highlighting key features, benefits, and value propositions.
4. Quality Assurance and Education:
   • Provide support and education to customers of pharmacy procedures.
   • Assist Consultant Pharmacist as requested.
   • Maintain a working knowledge of Long Term Care and Assisted Living Facility Regulations.
   • Participate in customer internal Quality Assurance Programs and Quality Indicators meetings as requested.
5. Reporting and Analysis:
   • Track activities, customer interactions, and account performance using CRM software or other tracking tools.
   • Prepare regular reports, forecasts, and performance metrics for pharmacy management and senior leadership.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Healthcare Administration, or related field.
• Professional licensure background such as a nurse, social worker, pharmacy technician, etc. preferred.
• Experience in customer relations, or account management, preferably in the healthcare or pharmacy industry.
• Strong communication and interpersonal skills.
• Experience in long-term care or skilled nursing facility pharmacy operations.
• Knowledge of pharmacy products, services, and industry trends.
• Ability to work independently, prioritize tasks, and manage multiple projects simultaneously.

Physical and Sensory Requirements (with or without reasonable accommodation) (With or Without the Aid of Mechanical Devices)

• Must be able to move intermittently throughout the workday.
• Must be able to read, speak, and understandably write the English language.
• Must function independently, and have flexibility, personal integrity, and the ability to work effectively with customers, residents, personnel, and support agencies.
• Must be able to push, pull, move, and/or lift a minimum of 50 pounds to a minimum height of 5 feet and be able to push, pull, move, and/or carry such weight a minimum distance of 50 feet.