Job Overview
The Customer Service Manager is the primary relationship owner for the pharmacy's existing portfolio of skilled nursing facilities, assisted living communities and hospice partners across Arizona. The role focuses on deepening facility satisfaction, driving retention, and expanding services within current accounts.
Responsibilities
Account Ownership & Retention
Service as the dedicated point of contact for all assigned facility accounts, DONs and care coordinators.
Conduct regular structured account reviews to assess satisfaction, surface concerns and reinforce the pharmacy's value.
Proactively identify at-risk accounts and implement retention strategies.
Service Excellence & Issue Resolution
Own resolution of service failures-delivery delays, billing errors, medication discrepancies, or staffing complaints-with urgency, transparency, and follow-though.
Act as the internal advocate for facilities, coordinating with pharmacy operations, billing and clinical staff to resolve issues.
Onboarding & Account Activation
Lead onbording for newly contracted facilities
Deliver in-service training for nursing and medication aide staff
Requirements
- Bachelor's degree in healthcare administration, business, nursing or related field.
- Minimum 3-5 years of account management, customer success or clinical liaison experience in LTC pharmacy, home health or similar post-acute setting.
- Excellent relationship management, active listening and conflict resolution skills
Pay: From $27.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Vision insurance
License/Certification:
- Valid Arizona Drivers License (Preferred)
Work Location: In person
