Client Support Specialist

Summary

This role is responsible for providing administrative support to the client services team in onboarding and managing pharmacy clients on an ongoing basis. The Client Support Specialist aids in the customer success and service departments in handling the technical side of Client Services, from having an outlook over metrics to aiding setup, implementation, integrations, and reporting. This position will require occasional virtual or in-person client interaction as well as conference attendance. As a member of the client service team, this role will primarily support the client service team in all aspects of servicing our clients and is an integral part of our team. This position requires attention to detail, strong organizational skills, and a pro-active attitude to successfully manage client-focused and operational activities, as well as working effectively with all employees at SPS Health. Our team believes in a culture of transparency, collaboration, and accountability.

Essential Duties and Responsibilities

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

• Work with Director of Client Services and Client Services team to develop a deep understanding of LithiaRx’s Formulary Management and Benefit Administration Program in its entirety.
• Liaison between the Benefit Administration team and Client Services Team, executing plan change, implementation, outage and additional forms needed for client workflow.
• Work with ALIGN team to perform implementation services and assist in administrative duties.
• Serve in supporting role for Client Service Team in all aspects of servicing clients
• Assisting in customer support and success through dealing with customer service issues and requests.
• Engage with current clients in program offerings and formulary management protocols.
• Perform specific administrative tasks such as maintaining salesforce to ensure accuracy of current customer credentials within CRM.
• Input and update accurate client information in all systems.
• Collaborate with employees across all divisions, engaging to facilitate solutions
• Develop and maintain strong relationships with clients, Client Services team, and other employees across the company.
• Perform periodic check-ins with client base to ensure LithiaRx is meeting expectations, while also trying to drive additional value through service offerings.
• Provide quarterly business reviews with clients, primarily virtually with limited on-site reviews as needed.
• Align with the internal Operational Liaison and Account Management teams to implement and onboard new clients.
• Work effectively with employees in different locations utilizing various methods of communication (phone, email, Teams, etc.)
• Answer phones and other general administrative duties as needed.
• Maintain the confidentiality of information processed.
• Follow company policies and procedures.
• Perform other duties and responsibilities as requested or required.

Qualifications

Bachelor’s Degree or equivalent strongly preferred. Minimum of 1 year experience in customer service or account management roles. Preferable experience in the pharmacy or pharmacy benefit management industry. Preferable experience with managing customer interaction via Salesforce or another CRM tool.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Well-organized and detailed with the ability to communicate in an appropriate and timely manner.
• Ability to write and interpret correspondence, reporting and analytics.
• Ability to speak effectively to clients in person and over the phone.
• Thorough knowledge of the applicability of relevant laws and regulations.
• Ability to exercise discretion and independent judgement with respect to matters of significance.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. (The phrases “occasionally,” “regularly,” and “frequently” correspond to the following definitions: “Occasionally” means up to 1/3 of working time, “regularly” means between 1/3 and 2/3 of working time, and “frequently” means 2/3 and more working time.)

While performing the duties of this job, the employee is frequently required to sit, talk, or hear; and use hands to handle, or touch objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend, or reach above the shoulders. The employee would rarely need to lift to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

The position is a full-time role based out of the Milwaukee, WI office or other satellite office sites. This position will be primarily office based with about 10-20% travel which includes air, car, as well as overnight hotel stays. Hybrid remote work possible with proven ability to work independently and efficiently.

The above statement reflects the general details necessary to describe the principal functions of the occupation and shall not be construed as a detailed description of all the work that may be inherent in the occupation.

EEO Statement: LithiaRx, and all its affiliates, is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. The Company makes hiring decisions based solely on qualifications, merit, and business needs at the time.