[Hiring] Partner Success Specialist @Medication Management Partners

Role Description

The Partner Success Specialist is passionate about building meaningful relationships with our community partners, enabling them to optimize their resident quality of life, while realizing the full value of MMP’s suite of services. In this role, you will maintain and enhance partner community relationships, caregiver experience, and meet MMP’s operational objectives. This position reports to the Partner Success Manager and is responsible for ensuring MMP's growing partner base fully utilizes our pharmacy services, effectively integrates them into their business workflow, and has a delightful experience.

You will ensure that our partner communities are effectively onboarded and are getting maximum value from our solutions and services provided. You will be a key part in the overall health of the partner relationship. You will communicate to the Operations team relevant information and metrics based on feedback from our clients and end-users to ensure alignment and shared accountability on our mission, vision, and values.

The ideal candidate is enthusiastic about creating exceptional partner experiences, has deep industry and regulatory knowledge, has a thorough understanding of MMP’s operational capabilities, is interested in technology, and thrives in fast-paced, dynamic environments.

Acceptable remote locations are:

• Chicago Metro Area
• Indianapolis, IN Metro Area
• Columbus, OH Metro Area
• Cedar Rapids, IA area

Responsibilities

• Build strong client relationships by consistently delivering client interactions that develop trust and show value
• Responsible for Partner Retention and being the Voice of the Partner
• Assists with the onboarding/off boarding of communities (check in, reconcile, equipment set up, etc.)
• Provide general pharmacy related eMAR support to the communities
• Participate in community relations activities (i.e. health fairs, exhibits, educational programs, in-services, family night) to maintain and drive market share
• Adhere to Community Stratification Program for cadence of visits to community to meet with Wellness, ED and quarterly meetings with Sales/Marketing and regional clinical or operations directors.
• Collaborate and participate in professional and social events, meetings, conferences and other company/partner sponsored or endorsed events
• Managing routine client support activities and resolution of routine to complex client issues and requests
• Collaborate with operations staff members to document and perform a Root Cause Analysis (RCA) for any partner concern, and follow up with partner on resolution.
• Audit community adherence to MMP policy and procedures to provide targeted remediation.
• At a minimum yearly, deliver Executive Reviews to community leadership to review business deliverables and evaluate new opportunities
• Maintain detailed logs in the appropriate system for all partner interactions (Quality Events, Site Visits, Communications, Net Promoter Score, etc)
• Facilitation of immunization clinics as assigned
• Leads by example exhibiting the CORE Values each day
• Encourages teamwork and promotes company philosophy
• Attends required company meetings
• Completes all required courses in adherence with RPS
• Is prompt and able to perform the required duties of the position on a regular, predictable basis
• All employees are responsible for maintaining a safe and secure environment for all
• Other duties as assigned

Qualifications

• Proactive learner who seeks first to understand – must be an innovative and resourceful problem solver
• Mature and professional adult who will always do the right thing and make it right if we make a mistake!
• Meticulously attentive to every detail - If you are easily overwhelmed or distracted with a hefty amount of multitasking, this is not the position for you.
• Over-achiever who is determined to be the best - We are looking for an organized, reliable “doer” that follows through with deliverables, seeks to exceed expectations, and always completes assigned tasks - always!
• Mindful individual who feeds their mind, body and soul with what makes them happy, healthy and content
• Bachelor’s Degree preferred; or equivalent external client facing support or related account management experience in a healthcare or Pharmacy Long Term Care (LTC) environment
• 2 years account management experience (preferably in Pharmacy LTC environment or managed healthcare services organization)
• Project management certification preferred
• Demonstrate good presentation skills and excellent negotiation skills
• Intermediate or advanced proficiency with MS Excel, Word, PowerPoint, Project, Outlook, and Adobe
• Outstanding analytical skills
• Excellent verbal and written communication skills, establishing rapport and working with others
• Must possess a valid and current driver’s license and a personal vehicle sufficiently reliable to meet the requirements of the job and is appropriately insured
• Certified Pharmacy Technician license preferred in Illinois
• Travel, including overnight and/or out-of-state, is expected for this position. Potentially 75% of your time.