Account Retention Specialist

Job Description

The Account Retention Specialist (ARS) will provide key physician accounts a dedicated point of access to receive the highest quality of service through innovative communication systems and reliable customer service tactics. All incoming phone calls and communications will be answered by a ARS immediately. ARS will coordinate with physician offices and pharmacy to ensure the full life-cycle flow of service from receiving the physician order through confirmation of delivery to the clinic or patient.

Empower Pharmacy has become a pioneer in the pharmaceutical industry by providing high-quality compounded sterile preparations that serve patients and healthcare providers. Our brand new 15,000 sq ft manufacturing facility located in Houston, Texas, is licensed with the Food and Drug Administration (FDA) as an Outsourcing Facility to provide high-quality sterile preparations nationwide.

With an uncompromising dedication to quality, we compound medications in a state-of-the-art facility that surpasses industry standards. Empower Pharmacy’s service is focused on the daily compounding/admixing, dispensing, and delivery of a variety of medications with uniquely trained and licensed pharmacy personnel compounding a broad range of patient and non-patient specific drugs.

We are looking for positive, upbeat, and enthusiastic people with strict attention to detail, analytical skills and a pleasant demeanor. Quality, dependable people with a strong work ethic and a teamwork approach. You'll have a healthy work-life balance and enjoy a working with a collaborative team. With a true quality mindset, Empower Pharmacy offers the opportunity to put your footprint on something you can be proud of.

Duties and Responsibilities
  • Collaborate with the intake department once an account has been established to determine account preferences, special instructions, and account profile customization to ensure optimal customer support
  • Identify inactive accounts and coordinate with the manager to establish course of action
  • Monitor account sales analytics, generate sales retention reports, and report fluctuations to the director of sales
  • Implement planned sales/retention strategies based on sales analytics and customer requests
  • Contacts active customers to explain products, perform account needs assessments to ensure highest level of customer satisfaction
  • Collect data from internal sources, vendor websites, catalogs, and company system to complete customer requests for non-stock or modifications to existing products
  • Creates and maintains customer cases in Desk.com to ensure all cases are resolved in a timely manner
  • Update account Salesforce profile with communication activity and completed tasks
  • Provides advisory support and assistance to the department supervisor as needed
  • Provides administrative assistance and support
  • Assist the manager with
  • New product announcements/promotions
  • Account communications * Generate monthly sales report on new accounts to review for retention protocol
  • Demonstrates superior customer service to assigned providers by ensuring the service is complete from beginning to end, including following up with involved parties as needed
  • Accurately enters data on provider status reports in Excel and manages the completion of records and reports
  • Consistently meets team metric standards and expectations
  • Prepare, review and monitor various documents such as contracts and other documents

Key Competencies
  • Ability to interact effectively with diverse client groups, physicians, and other departments via phone and email
  • Must be able to maintain above average attendance and punctuality
  • Willingness to work collaboratively and ability to demonstrate effective teamwork
  • Ability to work independently to manage work tasks effectively
  • Must be detail oriented and possess high level of accuracy
  • Excellent verbal and written communication skills
  • Ability to adapt to changing responsibilities while coordinating multiple job tasks
  • Ability to prioritize work and meet deadlines
  • Must be self-starter and results-driven
  • Must possess problem solving and analytical skills
  • Sensitivity to confidential documents and information

Position Qualifications
  • College education required (B.S.), preferred in a science related field
  • Medical, pharmacy, and/or wellness experience preferred but not required.
  • Two to three years of customer service experience preferred
  • Proficiency in Microsoft Excel, Word, CRM

Benefits

Group Insurance
  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Prescription Services
401(k) Program
  • Company matching contributions
Paid Time Off
  • Paid holidays - 6 days
  • Paid Vacation (Initially) - 2 weeks
  • Paid Vacation (5 years of service) - 3 weeks
  • Paid Vacation (10 years of service or more) - 4 weeks
  • Personal and Sick Leave
  • Extended Sick Leave
  • Bereavement
Extended Time Off
  • Family Medical Leave
  • Disability & Maternal Leave
  • Military Leave
  • Jury Duty

Job Type: Full-time

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