Account Engagement Liaison, Nurse Transplant

Job Title: Account Engagement Liaison, Nurse Transplant

Department: Sales

FLSA: Exempt

General Functions:

The Account Engagement Liaison/Transplant nurse supports our Transplant Field Territory Management Team. As liaison for our transplant team, this role requires building, developing, and maintaining positive relationships with the Regional Account Executive, Transplant, and their clients (physicians, transplant coordinators, key contacts within transplant facilities, and decision-makers on patient care teams).

The liaison serves as a resource for client/account inquiries and identifies problem-solving tactics to reduce roadblocks for new and existing accounts for Amber Specialty Pharmacy and Hy-Vee Pharmacy Solutions. Organizational team members are always accountable for relationship-based care, the organizational mission, and the core values of Amber Specialty Pharmacy and Hy-Vee Pharmacy Solutions. This offers a flexible, competitive approach to our mission, allowing Amber Specialty Pharmacy and Hy-Vee Pharmacy Solutions to provide exceptional services.

Under the direction of the Account Engagement Manager, the Liaison/Transplant nurse will work in collaboration with the field territory management team and operations, identifying strategic focus areas for business growth and maximizing sales opportunities, utilizing targeted market intelligence. Promoting Amber Specialty Pharmacy and Hy-Vee Pharmacy Solutions as best in class while capturing and sharing market feedback is essential. The Liaison/Transplant Nurse will offer transparency of services, always promoting customer service excellence for the Organization.

Reporting Relations:

Reports to: Manager, Account Engagement

Direct Reports: None

Primary Duties and Responsibilities:

• Promptly address internal/external customer issues/requests, and resolve concerns while maintaining professional image and behavior, in turn, building and enhancing customer experiences; serve as the point of contact and resource; consult with nurses, physicians, or clinical staff, always promoting Amber Specialty Pharmacy and Hy-Vee Pharmacy Solutions transplant initiatives.

• Demonstrate commitment to the Organization, providing service excellence for all customers with a never quit attitude; support Organization's standards for Communication, Respect, Privacy, and Teamwork; remaining committed to professional and ethical behavior.

• Accept ownership of roles and assignments; work independently, taking responsibility for own actions and accepting constructive feedback; See new assignments and responsibilities as growth opportunities; responsible for assigned Transplant accounts, understanding that results are team accomplishments and organizational goals.

• Assist in account management cycle using effective phone calls, emails, zoom meetings, and conference calls to develop strong relationships with vendors, key contacts, and decision-makers, winning new business and growing existing relationships utilizing follow-up, increasing patient volume and revenue while achieving goals.

• Develop strong relationships with transplant center decision-makers through timely and thorough problem-solving interactions.

• Work collaboratively with the Transplant Territory Management team and Account Engagement Manager, focusing on identified strategic approaches driving Transplant Team initiatives; willing to offer ideas and suggestions to the manager to drive Transplant Team initiatives, increasing referrals and revenue, to meet and exceed goals.

• Perform daily referral tracking and follow-up, communicating effectively and timely with the Transplant Territory team and Account Engagement Manager; participate in team meetings and attend meetings at the corporate office when requested.

• Assist in designing and managing tools/databases for tracking key performance indicators, process improvement activities, and business intelligence; responsible for real-time tracking, interpreting, and sharing quality outcomes data.

• Identify process improvement opportunities; provide ideas for action plan items and resolutions based on highest quality outcome initiatives.

• Prepare or contribute timely accounts status updates utilizing tools (SalesForce, Excel, CareTend) identified by management; using the internal requisition system, submit order supplies for daily use and trade shows (as needed).

• Utilize SalesForce as CRM, tracking every customer interaction; enter and update account and contact information, document all account/contact communication and activities; engage with customers using tools within the platform; provide suggestions and feedback to Salesforce administrator for workflow improvements and needs to increase efficiency and productivity.

• Maintain data integrity and confidentiality.

• Able to accept and adapt to change, remain positive and productive; confidently and calmly handle unexpected needs or situations; Identify, analyze, and effectively problem solve; maintain awareness of changes or developments in specialty pharmacy and Transplant industry that relate to job responsibilities and integrate them into own practices; view new assignments and responsibilities as an opportunity for growth.

• Submit monthly expense reports and operate within the assigned budget (if need identified).

• Work with marketing, under the direction of the Account Engagement Manager, for idea submission on direct mailers, marketing pieces, and ideas that can promote the Company's services to patients and clients.

• Willing to exhibit or attend local and national trade shows and conferences to publicize the Company (if needed).

• Professionally represent the Company at all times.

Professional Competencies:

• Proficient with MS Excel, Word, and Outlook

• Understanding of insurance verification and online prescription adjudication

• Strong oral, written, and interpersonal skills

• Self-initiative

• Salesforce.com or CRM software experience

• Demonstrated ability to meet tight deadlines

• Ability to work with all levels of internal management and staff, as well as outside clients and vendors

• Excellent communication, negotiation, and presentation skills

• Ability to relate to others

• Ability to influence people

Educational and Experience Requirements:

• LPN/LVN or RN/BSN

• Current Nursing License required

• 3 - 5 years of recent work experience as LPN, RN, BSN, and/or NP, Graduate of an accredited school of nursing

• 5+ years' work experience in Healthcare, solid organ transplant strongly preferred)

• Broad knowledge of Healthcare, specialty pharmacy, Transplant, and customer service; experience delivering client-focused solutions to customer needs

• Skilled at using Salesforce and MS Office/Excel, strongly preferred; previous work with CRM tools (Monday.com, HubSpot) ideal

• Demonstrable ability to communicate, present and influence key stakeholders at all levels of a physician practice or transplant center

• Self-starter with a strong work ethic, able to develop priorities and manage multiple projects concurrently while maintaining sharp attention to detail; strong project management and organizational skills

• Excellent listening, negotiation, and presentation abilities

• Effective verbal and written communication skills

• Location: Remote

Physical and Mental Requirements (with or without reasonable accommodation):

• Ability to report to work regularly

• Travel requirements

• May work nights and weekends to fulfill business objectives

• Ability to work in an office environment

• Ability to examine problems and determines potentials outcomes

• The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information

• Required to stand, walk and sit; talk or hear in person and by telephone; use hands to finger, handle and feel objects or controls; reach with hands and arms

• Comprehend & follow instructions provided

• Perform a complex or varied task

Licensure and Certification Requirement:

Nursing License required

Working Conditions:

Varied by work task –hospital visitations may be required or work in a general office content.

Equipment Used to Perform the Job:

Computers, keyboards, mouse, monitors, fax, and/or headsets for phone work. Software specific to the position, including but not limited to Microsoft Outlook and Skype.

Contacts:

Frequently interact with co-workers, intradepartmental staff of the Company, managers, leaders, Vendors, and customers. High interactions with physicians and the medical community to support the sales and perfection of the referral to fill.

Confidentiality:

The position Interactions with medical personnel and patients and will access proprietary and medical (HIPAA) information in various interactions and matters.