Essential Functions
Note: The essential duties and primary accountabilities below are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or most of the primary accountabilities listed below. Specific tasks, responsibilities or competencies may be documented in the incumbent’s performance objectives as outlined by the incumbent’s immediate supervisor or manager.
- Build and maintain strong relationships with hospice clients and key stakeholders, ensuring alignment to customer needs.
- Deliver the company’s value proposition consistently through brand-aligned account management.
- Partner with Clinical Managers to support appropriate medication utilization, patient care, and cost control.
- Lead regular client reviews by creating agendas, coordinating pre-call preparation, documenting notes and deliverables, and managing follow-up actions related to cost, service, and risk accounts.
- Maintain accurate account documentation in Salesforce, including contacts, meetings, and client interactions.
- Coordinate communication, issue resolution, and documentation of client service plans across internal teams such as Billing, Operations, Customer Service, and Implementation.
- Support onboarding, implementations, and interface activities, including post-go-live training when needed.
- Identify growth opportunities and collaborate with Sales on acquisitions, joint ventures, and expanded services.
- Effectively manage all bands of accounts while monitoring account performance and client spend trends to identify successes, risks, and improvement opportunities.
- Provide education, participate in marketing and conference activities, ensure compliance, and mentor others while using required tools and understanding internal workflows.
Marginal or Additional Functions
- Other duties as assigned
- Support internal work groups for process improvement and enhancement
Supervisory and Managerial Responsibility
- Role has no supervisory or managerial oversight
Knowledge, Skills & Abilities
Education, Licensure or Certification:
- Bachelor’s degree in healthcare administration, Nursing, Business Administration, Pharmacy, or related field required; equivalent combination of education and experience may be considered.
- Clinical licensure (RN, LPN, RPh, or PharmD) preferred but not required. Relevant healthcare, hospice, account management, or project management certifications preferred.
Work Experience or Related Experience
- 3+ years of experience in healthcare account management, client services, hospice operations, pharmacy services, clinical support, or a related healthcare environment required.
- Experience supporting hospice, home health, long-term care, pharmacy, or post-acute care clients preferred.
- Demonstrated experience managing client relationships, leading meetings, presenting to stakeholders, and supporting retention and satisfaction initiatives.
- Knowledge of healthcare regulations, reimbursement, hospice or pharmacy operations, and experience analyzing utilization, financial trends, performance metrics, or cost-management opportunities preferred.
- Experience collaborating cross-functionally and supporting client onboarding, implementations, training, and service delivery initiatives preferred.
- Experience managing multiple priorities, projects, and client deliverables in a fast-paced environment required.
Specialized Knowledge, Skills & Abilities
- Strong relationship management skills with the ability to build trust, influence stakeholders, and drive client retention across multiple organizational levels.
- Demonstrated account management expertise, including aligning services to customer needs, supporting satisfaction, and achieving business objectives.
- Excellent communication and presentation skills with the ability to lead meetings, convey complex information clearly, and manage follow-up actions effectively.
- Strong organizational and time management skills with the ability to manage multiple accounts, priorities, deadlines, and deliverables in a fast-paced environment.
- Ability to collaborate cross-functionally with clinical, operational, billing, implementation, customer service, and sales teams to resolve issues and support client success.
- Knowledge of hospice and healthcare operations, including medication utilization, patient care considerations, regulatory requirements, and cost management principles.
- Strong analytical and problem-solving skills with the ability to interpret performance, utilization, and financial data, identify risk, and recommend improvement opportunities.
- Proficiency in Salesforce or similar CRM systems and Microsoft Office applications, with strong attention to documentation accuracy and account detail management.
- Ability to support onboarding, implementations, workflow coordination, client education, and post-go-live activities as needed.
- Ability to identify growth opportunities, exercise sound judgment, maintain professionalism, and adapt effectively within a collaborative, evolving healthcare environment.
Travel Requirements and Conditions
- This role requires 30% to 50% travel for client-facing meetings, activities, and related engagements.
Work Environment, Conditions and Demands
- Work is generally performed in a remote environment in which there is only minimal exposure to unpleasant and/or hazardous working conditions.
Physical Requirements and Demands
Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions as described.
- Regular eye-hand coordination and manual dexterity required to operate office and pharmacy-related equipment.
- Ability to sit or stand for prolonged periods of time (7–10 hours per day).
- Occasional stooping, bending, or walking throughout the day.
- May require lifting up to 25 pounds on occasion.
- Must have adequate vision to read fine print, including close vision, color vision, and ability to adjust focus.
- Must be able to hear and respond to normal voice conversations.
