Account Manager

WHO WE ARE
At Polaris Pharmacy Services, we're more than a pharmacy - we're a dedicated partner in care, transforming how patients experience long-term, post-acute, correctional, PACE, and specialty pharmacy services. As industry leaders, we're raising the bar for quality and coordination across all sites of care, ensuring every patient receives seamless, compassionate, and expert support.

Founded in 2015, Polaris is proud to be locally and independently owned, with a growing national footprint. Our team thrives in a mission-driven environment where innovation meets purpose, and every role contributes to making a real impact. We offer more than just a job - we provide competitive pay, robust benefits, and genuine opportunities for career advancement.

If you're passionate about shaping the future of pharmacy and making a difference in the lives of those who need it most, we invite you to grow with us.

JOB SUMMARY:

The Account Manager cultivates and maintains an on-going strategic relationship with our clients. They are responsible for ensuring customer satisfaction with pharmacy services, issue resolution and overall retention of their clients.

This position entails 80% travel in and around the assigned area. Ideal location to reside is within that territory to enable home officing 20% of the time.

DUTIES/RESPONSIBILITIES:

• Builds strong partnerships with clients through consultation and collaboration for the sustained success and growth of their organizations
• Accountable for all aspects of client relationships; primary go-to person for your client base
• Engages with all levels across the organization to discuss issue resolution, growth opportunities and overall pharmacy performance in the Monthly/Quarterly Business Reviews (QBR's)
• Leads client contract renewal process in collaboration with other key Polaris Pharmacy stakeholders
• Owns the client issue escalation and resolution process. Working directly with key internal partners, achieves timely responses on all issues along with setting proper expectations for clients
• Manages their client base through the company's CRM software. This includes the tracking and management of activities, issues, tasks, contacts, and other client communications.
• Own your Client Book of Business - be the subject matter expert and be prepared to communicate the most important critical to quality measurements to address customer's needs, delivering world class service
• Provides pharmacy service, performance and reporting data. Prepares reports, monthly and quarterly business review materials, facilitates client engagement calls and conducts routine training, providing educational materials to facilitate compliance with PMC procedures, tools and resources
• Works with client support services in leading the on-boarding of new clients and facilities to ensure a seamless implementation
• Collaborates with other functional departments (credit/collections, contracting, and marketing) to assure that corporate billing, and receivable standards are achieved
• Represents Polaris Pharmacy at corporate/networking/client events and conferences
• Conducts job responsibilities in accordance with the standards set out in the Company's Code of Business Conduct and Ethics, its policies and procedures, the Corporate Compliance Agreement, applicable federal and state laws, and applicable professional standards
• Other duties assigned; job duties may vary depending on business needs

QUALIFICATIONS/COMPETENCIES:

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.

REQUIRED SKILLS/ABILITIES:

• Ability to communicate to all levels of management
• Excellent time-management and basic computer skills
• Advanced Microsoft Office proficiency
• Outstanding problem-solving skills
• Experience in root cause analysis
• Ability to collaborate cross-functionally

EDUCATION and/or EXPERIENCE:

• Bachelor's degree or equivalent experience
• Three to five years of previous experience in a client management, customer service, or client support role; previous experience in a client support role within a healthcare setting or other business-to-business setting
• Experience working within a collaborative team
• Experience in a project management and client-facing customer service role
• Strong background with the ability to manage multiple priorities and deadlines

PHYSICAL DEMANDS

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, walk
• May be necessary to work extended hours as needed
• May lift and/or move up to 30 pounds
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this role

HOLIDAY & PTO POLICY

• Paid holidays are provided annually, with 6 days offered each year, along with 5 sick days.
• Employees earn up to 10 PTO days each year, with rollover options and milestone bonuses.
• Employees have the option to cash out up to 10 PTO hours each quarter for added financial flexibility.

Please note, because we are a pharmacy most of our locations are open 24-hours a day, 7 days a week and therefore schedules may change as determined by the needs of the business.

BENEFITS for full time Employees

• Medical, Dental, and Vision insurance
• 401 (k) (available for Part Time & Full Time EEs)
• Company Paid Life insurance
• Short-term and Long-term disability insurance
• Tuition reimbursement
• Personal Time Off (PTO)
• Competitive pay with annual performance reviews and merit-based raises
• Career growth potential
• Annual on-site voluntary Flu Vaccines
• Employee referral bonus program