Sr, Specialist, Account Management; PSAO

Position: Sr, Specialist, Account Management (PSAO Support)
** 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 (Leader

NET, MSInter

Net, 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,…