Sr, Specialist, Account Management (PSAO Support)
Cardinal Health, Springfield, Illinois, us, 62777
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 affiliation, claim adjudication, credentialing, and PSAO onboarding serving as the main conduit to Cardinal Health’s PSAO’s (LeaderNET, MSInterNet, 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, required
Proficiency in verbal and written communication, with a demonstrated commitment to active listening and effective interpersonal interactions.
Demonstrates organizational skills and a commitment to detail, ensuring high-quality work and adherence to standards
Possesses a strong work ethic and team player mentality
Possesses a professional and empathetic approach, exhibiting patience and a positive attitude when collaborating with peers and serving customers
Demonstrates skill in establishing rapport and fostering effective communication with Sales
What is expected of you and others at this level
Applies working knowledge in the application of concepts, principles, and technical capabilities to perform varied tasks
Works on projects of moderate scope and complexity
Identifies possbile solutions to a variety of technical problems and takes actions to resolve
Applies judgment within defined parameters
Receives general guidance may receive more detailed instruction on new projects
Work reviewed for sound reasoning and accuracy
Anticipated salary range $57,000- $81,600
Bonus eligible No
Benefits
Medical, dental and vision coverage
Paid time off plan
Health savings account (HSA)
401k savings plan
Access to wages before pay day with myFlexPay
Flexible spending accounts (FSAs)
Short- and long-term disability coverage
Work-Life resources
Paid parental leave
Healthy lifestyle programs
Application window anticipated to close 3/24/2026 if interested in opportunity, please submit application as soon as possible.
The salary range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidate’s geographical location, relevant education, experience and skills and an evaluation of internal pay equity.
Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.
Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.
To read and review this privacy notice click here https://www.cardinalhealth.com/content/dam/corp/email/documents/corp/cardinal-health-online-application-privacy-policy.pdf
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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, required
Proficiency in verbal and written communication, with a demonstrated commitment to active listening and effective interpersonal interactions.
Demonstrates organizational skills and a commitment to detail, ensuring high-quality work and adherence to standards
Possesses a strong work ethic and team player mentality
Possesses a professional and empathetic approach, exhibiting patience and a positive attitude when collaborating with peers and serving customers
Demonstrates skill in establishing rapport and fostering effective communication with Sales
What is expected of you and others at this level
Applies working knowledge in the application of concepts, principles, and technical capabilities to perform varied tasks
Works on projects of moderate scope and complexity
Identifies possbile solutions to a variety of technical problems and takes actions to resolve
Applies judgment within defined parameters
Receives general guidance may receive more detailed instruction on new projects
Work reviewed for sound reasoning and accuracy
Anticipated salary range $57,000- $81,600
Bonus eligible No
Benefits
Medical, dental and vision coverage
Paid time off plan
Health savings account (HSA)
401k savings plan
Access to wages before pay day with myFlexPay
Flexible spending accounts (FSAs)
Short- and long-term disability coverage
Work-Life resources
Paid parental leave
Healthy lifestyle programs
Application window anticipated to close 3/24/2026 if interested in opportunity, please submit application as soon as possible.
The salary range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidate’s geographical location, relevant education, experience and skills and an evaluation of internal pay equity.
Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.
Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.
To read and review this privacy notice click here https://www.cardinalhealth.com/content/dam/corp/email/documents/corp/cardinal-health-online-application-privacy-policy.pdf
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