Sr, Specialist, Account Management - US-Nationwide-FIELD

What Account Management contributes to Cardinal Health · The Customer Care Account Management Representative serves as the primary point of contact for approximately 6,000+ retail independent pharmacies, VIP buying groups, and hospital systems. Reps are expected to resolve issue ...

Job description

What Account Management contributes to Cardinal Health

The Customer Care Account Management Representative serves as the primary point of contact for approximately 6,000+ retail independent pharmacies, VIP buying groups, and hospital systems. Reps are expected to resolve issues efficiently while maintaining strong relationships with customers and sales representatives. This role manages 15-40 daily interactions via phone, inquiry intake form, and live chat, addressing complex topics including but not limited to pharmacy reimbursement, PBM contracting and affilation, claim adjudication, credentialing, and PSAO onboarding serving as the main conduit to Cardinal Health's PSAO's (LeaderNET, MSInterNet, and MCC).

Furthermore, this role acts as a dedicated single point of contact for both Product and Solutions inquiries, as well as PSAO-related questions, for our Topco buying group and Health System group.

Customer Care Account Management Representatives are responsible for ensuring the smooth operation of pharmacy back-office functions and providing expert support related to Managed Care and PSAO inquiries.

This role operates in a dynamic, high-volume environment requiring exceptional communication skills and the ability to confidently engage with key stakeholders via telephone. Candidates must demonstrate a commitment to delivering seamless customer service, exhibiting strong personal leadership, interpersonal skills, and effective communication techniques. The ability to successfully navigate escalated customer and sales-related calls is essential. Prior experience with Managed Care and PSAOs, pharmacy reimbursement processes, PBM contracts, and in-store pharmacy operations is highly desirable

Shift: Monday-Friday 8:00AM-5:00PM EST

Responsibilities

• Will possess Tier 1 knowledge of all PSAO focuses

• Working and routing Inquiry Intake Forms for PSAO Support

• Customer outreach through email and over the phone

• Manage an average of 10-20 customer cases at a time

• Answer an average of 15-40 incoming calls per day from pharmacy staff and Sales Team

• Act as the designated Managed Care representative in recurring meetings with pharmacy chains and buying groups, addressing inquiries and providing updates

• Attend and contribute to daily CCAM Team huddles and scheduled PSAO/Pharmacy group meetings, fostering collaboration and knowledge sharing.

• Attend and engage in cross-departmental meetings

• Act as a primary point of contact for pharmacy buying groups and hospital systems (e.g., Topco pharmacies and Health Systems) regarding Product & Solutions and PSAO-related Tier 1 inquiries

• Lead and moderate New Customer Orientation calls, ensuring a positive and informative experience for newly onboarded pharmacy customers

• Participate fully in the Mentorship Program, embracing opportunities to both mentor colleagues and be mentored to enhance skills and knowledge

• Confident, articulate, and professional speaking and writing abilities

• Ability to effectively apply de-escalation techniques during customer interactions

• Ability to use resources and critical thinking skills to navigate grey areas in customer and sales interactions

• Maintain structured and organized day-to-day responsibilities

• Adaptable to the fluctuating healthcare landscape and open to new ideas and concepts

• Acts as an advocate and liaison between the customer and the PSAO

• Applies basic concepts, principles and technical capabilities to perform routine tasks

• Responsible for identifying and tracking customer pain points

• Proficiency in collaborating with colleagues in a virtual setting, maintaining a high level of professionalism and respect

• Maintain required phone coverage levels and proactively communicate any potential deviations to the team

• Able and willing to independently troubleshoot technical issues

• Implement processes that improve overall customer experience

Qualifications

• 1-3+ years of previous customer service experience, required

• Managed care, reimbursement, and PBM knowledge, preferred

• Pharmacy experience and/or Pharmacy Technicians, preferred

• Prior computer experience using Microsoft Office systems, required

• Proficiency in verbal and written communication, with a demonstrated commitment to active listening and effective interpersonal interactions.

• Demonstrates organizational skills and a commitment to detail, ensuring high-quality work and adherence to standards

• Possesses a strong work ethic and team player mentality

• Possesses a professional and empathetic approach, exhibiting patience and a positive attitude when collaborating with peers and serving customers

• Demonstrates skill in establishing rapport and fostering effective communication with Sales

What is expected of you and others at this level

• Applies working knowledge in the application of concepts, principles, and technical capabilities to perform varied tasks

• Works on projects of moderate scope and complexity

• Identifies possbile solutions to a variety of technical problems and takes actions to resolve

• Applies judgment within defined parameters

• Receives general guidance may receive more detailed instruction on new projects

• Work reviewed for sound reasoning and accuracy

Anticipated salary range: $57,000- $81,600

Bonus eligible: No

Benefits: Cardinal Health offers a wide variety of benefits and programs to support health and well-being.

• Medical, dental and vision coverage
• Paid time off plan
• Health savings account (HSA)
• 401k savings plan
• Access to wages before pay day with myFlexPay
• Flexible spending accounts (FSAs)
• Short- and long-term disability coverage
• Work-Life resources
• Paid parental leave
• Healthy lifestyle programs

Application window anticipated to close: 3/24/2026*if interested in opportunity, please submit application as soon as possible.

The salary range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidate's geographical location, relevant education, experience and skills and an evaluation of internal pay equity.

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.

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