The Account Representative (AR) is responsible for managing and maintaining strong client relationships with small to mid-sized hospice clients. The AR works to ensure that Enclara Pharmacia’s clients continue to receive quality and value from their relationships with Enclara Pharmacia through a focus on: satisfaction, cost containment, profitability and communication of extended service offerings leading to client retention. The AR works in conjunction with internal departments to ensure the appropriate hospice leadership receives and understands utilization recommendations.

Responsibilities

• Develop, Maintain and strengthen business relationships across a defined set of hospice clients
• Responsible for client retention through relationship development with key client stakeholders including C-Suite, Directors and Operational leadership.
• As the face of Enclara Pharmacia, ensure that all stakeholders are aligned to the needs of the customer
• Engage and utilize internal departments to ensure utilization of Enclara Pharmacia services for optimal patient care and cost control.
• Establish and maintain Business/Service Review scheduling and documentation.
• Occasional travel required (30%) for onsite team meetings, business reviews, client training/education, trade shows, etc.
• Maintain SalesForce account records; includes new addresses, contacts, interaction, meetings, etc., document all client interactions.
• Timely communication of hospice changes to the appropriate departments within Enclara Pharmacia (Billing, Operations, etc).
• Facilitate proper resolution of customer issues/challenges with other departments (Customer Service, Billing, Operations, Neighborhood Connections, etc).
• Facilitate/communicate documentation of a client service plan when needed.
• Engage Implementation team for new site implementations and post “go-live” training/implementations, if needed.

• Coordinate interface activities with Interface team, understand 8358 report and interface workflow.
• Engage the Sales team when opportunities are uncovered to add existing patients as a result of acquisitions, joint ventures, etc.
• Host or coordinate education sessions with clients. May include onsite sessions.
• Participate in targeted marketing activities and local state conferences as requested.
• Maintain current knowledge and compliance with industry regulatory requirements, policies and procedures.
• Ability to use SalesForce, WebEx, and Microsoft suite including Power Point and Excel.

This position is for Enclara Pharmacia, a Humana company. Enclara, is a wholly owned hospice and palliative care pharmacy business acquired by Humana in 2021. Enclara is the nation’s largest full-service pharmacy benefits manager (PBM) specifically for the hospice and palliative care sectors. Serving over 450 customers and nearly 100,000 patients nationally, Enclara works closely with hospices to reduce pharmacy costs, improve patient care and support caregivers through: digital innovations, flexible medication access, one-on-one clinical support, and excellent customer service.

• Ability to work independently and manage multiple priorities.
• Ability to multi-task on concurrent priorities as well as the ability to communicate with internal participants during client calls through email, instant messaging and texting as needed.
• Ability to work under pressure to meet changing priorities, meet deadlines and make good decisions with minimal supervision.
• Must be resourceful and take initiative to continually learn about internal operations and share with fellow teammates.
• Strong organizational and time management skills, with excellent follow-through.
• Strong commitment to client service, team orientation, and desire to succeed.
• High-energy with a sense of urgency, detail-oriented and thorough.
• High level of responsiveness to clients and internal stakeholders.
• Excellent verbal and written communication, presentation, and negotiation skills.
• Account management and customer relationship skills, with the ability to problem solve.
• Ability to travel as needed for client visits.
• Proficient PC skills – Microsoft Office and other software products.
• Attend local, regional or national hospice meetings upon request.
• Ability to develop a professional rapport, diffuse volatile situations and maintain a dynamic and professional demeanor both outside and inside the company.

Scheduled Weekly Hours

40