Relationship Account Manager

Berwyn, PA, United States

What we are looking for

AscellaHealth, a leading global specialty pharmacy and healthcare services organization, is seeking a Relationship Account Manager to cultivate and maintain strong client relationships. The key responsibilities of this role are to develop and nurture relationships with new clients to drive business growth. They will also manage existing client accounts to ensure long-term retention and satisfaction, build effective and professional rapport with clients, and oversee client retention and overall plan satisfaction. The Relationship Account Manager will collaborate with internal teams to conduct Quarterly Business Reviews with clients, which may require up to 25% travel.

This is a hybrid position based at AscellaHealth's headquarters in Berwyn, PA, with a minimum of 3 days per week in the office when not traveling.

What the position will be doing

Establish and maintain professional relationships with clients.

Communicate daily and as scheduled with business leaders to provide necessary, timely feedback and assessment of business relationships.

Develop and implement client pull-through promotional strategy.

Work with business development and implementation teams to provide a seamless transition to our systems.

Assess, prioritize, and resolve client issues received by telephone, voicemail, e-mail, or in person.

Regularly interface with clients to collect information about various issues and lead clients through troubleshooting techniques.

Identify, research, isolate, resolve, and follow up on all reported client issues.

Lead and manage all open issues; escalate more complex issues to management if necessary.

Document and retain all information about the client’s program.

Provide organizational and operational support and account management for accounts.

Manage the delivery of contractual requirements and obligations.

Lead and manage new and renewal implementation processes for accounts.

Interfaces with operations to ensure smooth delivery of services.

Recommend possible improvements to meet customers' expectations.

Develop implementation processes and manage reporting processes to ensure client retention and high levels of account satisfaction.

Coordinate and lead launch meetings, renewal process, and training sessions.

Participate in efforts to support standardization across accounts and work in multi-disciplinary teams to design and implement product and operational enhancements.

Perform other related duties as assigned or as necessary; demonstrate flexibility and adaptability in work schedules/and work assignments driven by departmental and organizational needs.

Necessary Skills, Education & Abilities

A bachelor’s degree in a business-related or liberal arts field of study, or an equivalent background of any combination of education and experience.

3 or more years of experience managing business operations and client relationships.

Managed Health Care/Consultant in employee Benefits or PBM experience is highly preferred.

Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive and C-level.

Previous experience in delivering client-focused solutions based on customer needs.

Critical thinking and problem-solving skills to help resolve customer complaints or needs.

Proven ability to manage multiple projects simultaneously while paying strict attention to detail.

Relentless attention to detail, and the ability to be a creative self-starter and team player.

Excellent listening, negotiation, and presentation skills.

Excellent verbal and written communication skills.

Ability to thrive in a fast-paced environment with constantly changing and competing priorities.

Ability to prioritize among competing tasks.

Excellent analytical skills and the ability to provide solutions to complex problems.

Ability to be highly transparent, ethical, and driven.

A passionate and curious person who continuously learns and embraces the adoption of new technologies that impact business, markets, and user experiences.

Ability to think and act independently, formulate, and support new ideas, champion new initiatives within and beyond the scope of own responsibilities.

Ability to travel up to 25 % for work.

Proficient in Microsoft Office Suite, specifically Excel, Word, PowerPoint, and Outlook.

Our Story

AscellaHealth, a global Healthcare & Specialty Pharmacy solutions organization, serving patients, life sciences manufacturers, payers, and providers, offers a comprehensive portfolio of uniquely tailored, tech-enabled services supporting complex, chronic conditions or rare diseases that require specialty medications and/or cell and gene therapies. A recipient of numerous industry awards for innovation, and a NASP Strategic Channel Partner of the Year award winner, AscellaHealth’s best-in-class, patient-centric approach is built upon proprietary technology processes for novel programs and services to support the launch of specialty medications and proactively addresses multiple challenges, optimize clinical health outcomes, and improve quality of life for this patient population. AscellaHealth brings a rare and special perspective to all stakeholders.

Our Culture

The AscellaHealth culture is one of diversity and inclusion with a patient-centric approach in all we do

Our highly innovative and collaborative environment ensures we deliver best-in-class specialty pharmacy solutions addressing the unmet needs in the market

AscellaHealth provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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