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POSITION TITLE: Account Manager
RESPONSIBLE TO: Customer Success Manager
POSITION STATUS: Full Time, Hourly, Non-Exempt

POSITION SUMMARY:
The Pharmacy Account Manager plays a critical role in building strong relationships, resolving issues efficiently, and delivering meaningful support. This position works directly with nurses and staff at our customer sites (long-term care facilities), serving as a vital link between the pharmacy and the caregivers supporting the senior population. Responsibilities include ensuring seamless communication, responsive service, and proactive problem solving to help care teams provide safe and timely care. The role also involves auditing medications in med carts, starter boxes, and medication rooms to ensure survey readiness and regulatory compliance. Success in this role requires a self-motivated professional who takes initiative, communicates with clarity and compassion, and thrives in a fast-paced environment with minimal supervision.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Perform med cart audits, starter box audits and med room audits as scheduled for assigned accounts.
• Investigate and resolve service issues, escalate when needed, and follow through.
• Research and resolve customer questions and concerns utilizing pharmacy operating software (Ex: Framework) and associated eMAR platforms (Ex: PointClickCare).
• Collaborate with internal pharmacy teams to ensure timely resolution.
• Create and maintain customer logins for Absolute Pharmacy’s Client Portal. Access Absolute.
• Create and maintain detailed records of client interactions, feedback, service resolutions, and facility contacts in HubSpot (CRM software).
• Prepare and present quarterly Business Reviews, summarizing key performance indicators and service insights.
• Lead and support flu vaccine clinics as scheduled, coordinating with vaccinators to ensure clinics run smoothly.
• Guide facilities through implementation of flexPOD and Stat Safe; provide training and ongoing support.
• Deliver Pharmacy Policy and Procedure training (inservices) to new customers and provide refresher sessions for current customers, ensuring all training is accurate, comprehensive, and equips participants with the necessary knowledge to perform their roles competently.
• Work closely with supervisor and equipment specialist to ensure customer equipment needs are met.
• Complete onboarding and exit tasks in Smartsheet as assigned; support and coordinate both processes.
• Load medications into the AP Passport on a weekly basis at the designated facility.
• Collaborate with the consultant pharmacist team to support customers in clinical initiatives.
• Attend customer events and healthcare conferences as requested to represent the organization and strengthen client relationships.
• Perform clerical duties relating to the department, including but not limited to the following:

o Cycle discrepancy audits
o Distribute pharmacy communication (memos, newsletters, reports) to customers as requested
o Perform MAR audits, in preparation for go-live, flexPOD conversions and as needed or requested
o Conduct passport array audits and formulary review as scheduled
o Replenish and bill starter box medication
o Research trending issues
o Upload Resident Photos for flexPOD

• All other duties as assigned.

QUALIFICATIONS

• High school diploma or equivalent required.
• Certified Pharmacy Technician (CPhT) and registered with the Ohio Board of Pharmacy at time of hire.
• 2+ years of experience in healthcare, customer service, or pharmacy operations—ideally within long-term care or senior services. Previous experience as an account manager strongly preferred.
• Must be able to travel to customer facilities, including overnight stays when necessary.
• Physically able to work within skilled nursing and assisted living environments and comply with facility requirements.
• Capacity to communicate effectively via phone, email, and face to face; both information and answers that may or may not be favorable.
• Technologically savvy with the ability to troubleshoot pharmacy order issues, navigate pharmacy software, and resolve customer concerns efficiently.
• Adhere to company Infection Control Protocols. Dress code and policies & procedures.
• Valid driver’s license with a clean driving record.
• Willingness to travel to various nursing facilities and participate in an on-call rotation, including nights, weekends, and holidays.
• Strong work ethic, attention to detail, and ability to take direction.
• Physically capable of lifting, bending, and standing for extended periods.

WORKING CONDITIONS:

• Travel in company vehicle to various facilities.
• Physical labor in healthcare settings.
• Exposure to clinical environments; must follow all safety and infection control procedures.
• While performing the duties of this position, the employee may occasionally be required to stand, walk, sit, use their hands, climb stairs, maintain balance, stoop, kneel, or crouch.
• The role may also involve occasionally lifting or moving items weighing up to 25 pounds.
• Vision requirements