Client Services Representative

Client Services Account Representative

The Client Services Account Representative is the primary day-to-day contact for assigned client accounts, coordinating client requests, issue resolution, quarterly business reviews, and cross-functional follow-up in a healthcare, pharmacy, PBM, and logistics environment. This role supports compliant, high-quality service delivery by building trusted client relationships, maintaining accurate account documentation, monitoring service trends, and communicating proactively with clients and internal teams.

Essential Duties and Responsibilities

• Serve as the primary day-to-day contact across accounts, responding to inquiries, coordinating follow-up, and ensuring client needs are addressed accurately and timely for multiple lines of service (deliveries, PBM & specialty accounts)
• Build and maintain strong working relationships with client contacts through proactive, clear, professional, and timely communication about service updates, process changes, reporting insights, and operational impacts.
• Manage and track open client requests, issues, escalations, and action items through resolution, partnering with internal teams as needed.
• Project manage recurring client meetings and quarterly business reviews, including agenda development, timeline planning, data collection, presentation preparation, action-item tracking, and post-meeting follow-up.
• Monitor client performance indicators, service trends, and operational metrics to identify risks, recurring issues, and opportunities for improvement.
• Proactively manage client engagement through recurring, scheduled communication to prevent or mitigate service breakdowns and maintain a strong communication pipeline between clients and Statim Client Services.
• Partner with internal teams, including operations, logistics, pharmacy/PBM support, implementation, billing, and leadership, to resolve client needs and support service excellence.
• Support onboarding, implementation, or expansion activities for assigned and new accounts by coordinating tasks, collecting required information, and keeping clients informed of next steps.
• Maintain accurate client records, meeting notes, service history, action items, forms, contacts, meeting materials, business review decks, templates, and account-specific resources in designated systems such as Salesforce, Monday.com, shared drives, reporting tools, or other client tracking platforms.
• Identify client needs, service gaps, or growth opportunities and escalate insights to the Manager of Client Services or appropriate leadership.
• Support service recovery efforts by coordinating internal response plans, documenting root causes, and following up with clients on corrective actions.
• Maintain confidentiality and comply with company policies, standard operating procedures, HIPAA/privacy expectations, documentation requirements, and applicable federal, state, client-specific, and regulatory requirements when handling client, company, pharmacy, patient, protected health information (PHI), and business information.
• Use discretion and sound judgment when communicating service issues, patient-related information, pharmacy/PBM matters, delivery details, and other sensitive account information to clients and internal stakeholders.
• 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 two years' experience in customer service or account management roles. Preferable experience in the logistics field. Preferable experience with managing customer interaction via Salesforce or another CRM tool. Experience working with KPI reporting a plus.
• Experience with CRM, project management, reporting, ticket-tracking, shared drive, and communication platforms preferred; Salesforce, Monday.com, Microsoft Office, and Microsoft Teams experience a plus.
• Healthcare, long-term care pharmacy, PBM, specialty pharmacy, medication delivery, or pharmacy services experience a plus; familiarity with HIPAA, PHI handling, privacy expectations, and regulated healthcare service environments preferred.
• Strong client service mindset with the ability to build trust and maintain professional relationships.
• Excellent written and verbal communication skills, including the ability to communicate clearly with clients and internal stakeholders.
• Strong organizational and follow-up skills with the ability to manage deadlines, action items, and competing priorities.
• Ability to project manage recurring business reviews and client meetings from planning through completion.
• Ability to interpret service data, identify trends, and communicate insights in a practical, client-focused manner.
• Strong problem-solving skills with the ability to escalate issues appropriately and drive resolution.
• Detail-oriented with strong documentation, record-keeping, data accuracy, version control, and electronic file organization skills across shared systems.
• Ability to collaborate effectively across departments and influence outcomes without direct authority.
• Proficiency with Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
• Comfortable learning and using technology platforms to manage client records, reporting, dashboards, shared documentation, project tasks, meeting materials, and follow-up activities.
• Ability to work independently and as part of a team in a fast-paced environment.
• Professional judgment, discretion, and working knowledge of healthcare service confidentiality, HIPAA/privacy expectations, protected health information (PHI) handling, and compliance-sensitive client communication.

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 up 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, hybrid role based out of the Mendota Heights, MN office with 3 - 4 days onsite presence required. This position may require occasional travel which includes air, car, as well as overnight hotel stays. Additional remote work days 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

SPS Health, LLC, and all its affiliates, are equal opportunity employers 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.

Salary Range: $55,000 - $65,000 plus bonus incentives