Customer Account Manager
Omnicare - Grand Rapids, MI

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Position Summary
The Customer Account Manager is responsible for serving as a liaison between the facility and the pharmacy. Implements and supports procedures and policies governing customer correspondence and handling of customer complaints. Maintains formal communications with Director of Customer Service and is actively involved in anticipating and providing for customer needs and expectations thus promoting satisfaction and retention. Actively engages in problem solving and follow up with customers.

Essential Duties & Responsibilities

Assists management in developing customer service and related operational policies, procedures and programs.

Makes recommendations to management regarding systems, programs to improve customer service.

Tracks and monitors trends and issues related to customer satisfaction.

Fosters proactive partnering relationship with customer in all areas of facility (Administration, Nursing, Business Office, Admissions, etc.)

Promotes and supports company products, services and initiatives.

Facilitates and participates in new customer pharmacy services implementation.

Coordinates all processes related to discontinuation of pharmacy services.

Develops and oversees customer related programs and reports.

Regular contact with assigned customers through onsite visits, telephone and email communications, as established by State RSA procedures.

Timely documentation of site activities and concerns as well as timely problem resolution and follow up with customers.

Provides in-service education programs to customers.

Acts as a liaison, fostering mutual understanding of customer and pharmacy operations.

Maintains a positive and productive working relationship with pharmacy operations, management, peer, ancillary and corporate staff.

Follow all applicable government regulations including HIPAA.

Other duties as assigned; Job duties may vary by location

Full job description available upon request

Omnicare Benefits
Omnicare offers a competitive benefits package for full time employees which includes medical with prescription drug plan, dental, vision, life, vacation, sick, 401k, etc. Click on the Omnicare link to see a complete list.

Omnicare is fully committed to employing a diverse workforce. We recruit and retain talented individuals without regard to gender, race, age, marital status, disability, and veteran status or any other status protected by federal, state or local law. Omnicare is an Equal Employment Opportunity and Affirmative Action Employer.


Education, Qualifications & Skills

Minimum (Required) Qualifications:
Bachelor’s degree or extensive experience in healthcare, pharmacy or long term care.
Must have ability to read and write English
Must have minimum competency with computer skills and be willing to learn additional skills as needed
Must possess valid driver’s license
Must be able to travel extensively with occasional overnights
Must be able to sit and/or stand for extended periods of time

Preferred Qualifications: (if above and beyond the minimum required)
Nursing degree with long term care experience preferred
Long term care experience preferred
Pharmacy degree with long term care experience preferred
Health Information Management degree with long term care experience preferred
Healthcare Administration or Marketing degree with long term care experience preferred

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About this company
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Omnicare, Inc., a Fortune 400 company based in Cincinnati, Ohio, provides comprehensive pharmaceutical services to patients and providers...