Under the Direction of the Regional Director of Customer Success, the Customer Success Representative will work to develop understanding of LTC Pharmacy Operations and Pharmscript customer business models. The Customer Success Representative is responsible for ensuring customers of Pharmscript pharmacy achieve their desired outcomes. The Customer Success Representative is a resource liaison between facilities and internal pharmacy departments to ensure performance standards and maintain an overall positive experience with Pharmscript.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Partner with assigned nursing facilities to ensure customer satisfaction with pharmacy services
Effectively collaborate with leaders throughout operations to deliver additional value to contracted long term care facilities
Ensure facility regulatory compliance and conformance to all applicable State and Federal Laws related to medication distribution from Pharmscript
Conduct inspections of all drug storage areas per Federal & State Regulations
Assist facility in monthly routine pharmacy inventory and audits
Participate in the monitoring and maintaining of an impactful cost containment program within areas of focus
Educate administrators, DONs and LTC facility staff on pharmacy cost management
Promote guidelines for medical necessity and high cost/dangerous medications for residents
Advise facility staff regarding preferred medication covered by Medicaid and Medicare Part D
Ensure pharmacy policy and procedures are in place throughout facility operations
Educate licensed staff on company policy and procedure, and company protocol via in-servicing
Help prepare facility for annual state survey (assist facilties in preparation of the state annual survey)
In-service, Inspect, replenish, troubleshoot, audit, inventory in the automated dispensing/Off-site inventory located inside the facility
Arrange presentations and represent services the company provides for current and prospective customers
Review/Audit charts for proper documentation, conducted medication cart, treatment cart, and med room audits
Conduct med pass observations, MAR to cart and MAR to chart audits with licensed nurses
Maintain viable relationships with administrators, DONs, and licensed staff
Check all Pharmscript equipment located inside the facilities.
Provide a variety of approved in-services
Ability to complete Root/Cause/Analysis and find proper solution for all inquires
Visit all assigned facilities in person at least one a month and as needed based on facilility needs
Compile customer reports and assist with issue resolution management
Work with implementation to complete new start in-services and start up go live days for new Pharmscript customers
Work directly with key Pharmscript teams to deliver on customer commitments and meet service level agreements
Conduct job responsibilities of professional standards in accordance of Pharmscripts Code of Conduct and Ethics, corporate compliance and applicable federal and state laws
Attention to detail
Collaboration Skills
Decision Making
Performance Management
Problem Solving/Analysis
Technical Capacity
Pharmscript Policy and Procedure knowledge
Planning and organizing
Results orientated
Excellent work ethic
Timeliness/sense of urgency
Due diligence

Work Environment:
This position operates in various settings including internal pharmacy operations and within a long-term care facilities. This role may use standard office and/or pharmacy equipment such as computers, phones, photocopiers, filing cabinets, rolling carts, fax machines and etc.
Physical Demand:
The physical demands described here are representative of those that should be met by an employee to successfully perform the essential functions of this job:
May sit or stand seven (7) to ten (10) hours per day
The employee is occasionally required to sit; climb or balance; and stoop, kneel, bend, crouch, walk, crawl intermittently
May be necessary to work extended hours as needed
May lift and/or move up to 25 pounds
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this role
May drive long distances on a regular basis
Additional Notes:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Travel is required to provide oversight to ongoing projects including implementations and deployments.
Education and Experience
Required: High School education with more than 10 years as a pharmacy technician or a Bachelors degree in business or other related field is preferred.
Must possess well rounded business acumen in the long term care pharmacy industry, with a minimum of 5 years of progressive project management experience, including 5 years in a senior operational leadership role with best practice procedural development and deployment experience.
Must have proven success in a regulated distribution environment in the medical device, pharmaceutical, or related industry.
Demonstrated track record of well developed and effective organizational, leadership, motivational, analytical problem solving and strategic thinking skills
Must possess a strong knowledge of long term care pharmacy dispensing systems and document imaging software
Must have basic computer skills and profiency in Microsoft Office. Saleforce or CRM experience is desired

Company Profile:
Behind every script there is a patient. And behind every thriving healthcare facility there is a seamless pharmacy experience. At PharmScript, we are healthcare professionals first. Through precision, persistence and innovation, we seek to earn the trust of providers, residents, patients, and their loved ones every day, with every delivery.
EEO Statement
PharmScript is fully committed to employing a diverse workforce. We recruit and retain talented individuals without regard to gender, race, age, marital status, disability, veteran status, sexual orientation and gender identity or any other status protected by federal, state or local law.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Associated topics: ascp, hematopathology, lab, medical technologist, mlt, sample collection, sterile processing technician, technician, technician ii, toxicology

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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