Key Account Specialist

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Key Account Specialist
Guaynabo, PR

POSITION SUMMARY
The Key Account Specialist serves as a primary operational support partner for assigned clients within the Pharmacy Benefit Management (PBM) business. This role is responsible for ensuring seamless service delivery, supporting client initiatives, resolving issues, and coordinating cross‑functional activities to drive client satisfaction and retention. The specialist works closely with account management, clinical, operations, and analytics teams to execute client strategies and support ongoing account needs.

ESSENTIALS ROLES AND RESPONSIBILITIES

Provide day‑to‑day support to assigned key accounts, ensuring timely and accurate responses to client inquiries, requests, and issue resolution.

Coordinate with internal PBM departments (claims, formulary, clinical programs, eligibility, and pharmacy network) to ensure execution of client‑specific requirements and service commitments.

Investigate and resolve operational or service issues, identify root causes, and collaborate with internal teams to implement corrective actions.

Assist in the preparation, validation, and delivery of client reports (utilization, financial, clinical outcomes), ensuring accuracy and alignment with contractual requirements.

Support onboarding of new clients and implementation of benefit changes, including plan setup validation, testing, and readiness coordination.

Identify opportunities to improve processes, enhance client experience, and ensure compliance with regulatory requirements and contractual obligations.

Other projects and duties as assigned by the Senior Accounts & Implementations Manager/or the Accounts Director.

TRAINING & EDUCATION

Bachelor’s degree in Business Administration, Healthcare Administration, Pharmacy, or a related field (or equivalent work experience).

LICENSURE / CERTIFICATION
N/A

PROFESSIONAL EXPERIENCE

2–4 years of experience in PBM, healthcare, managed care, or client services/customer support roles.

Experience working with healthcare data, claims processing, or pharmacy operations preferred.

PREFERRED QUALIFICATIONS

Prior experience in Pharmacy Benefit Management (PBM) or health plan environment.

Knowledge of pharmacy claims adjudication, formularies, rebates, and utilization management programs.

Experience supporting large or complex accounts, including employer groups or health plans.

Strong analytical skills with experience in Excel and reporting tools.

Familiarity with regulatory requirements (e.g., HIPAA, CMS guidelines).

Project coordination or implementation experience.

PROFESSIONAL COMPETENCIES

Client Focus: Strong commitment to delivering exceptional client service and building trust.

Communication Skills: Ability to clearly communicate complex information to internal and external stakeholders.

Problem Solving: Analytical thinking with the ability to identify issues and drive resolution.

Collaboration: Works effectively across cross‑functional teams in a matrixed environment.

Attention to Detail: Ensures accuracy in data, reporting, and operational execution.

Time Management: Ability to prioritize multiple tasks and meet deadlines in a fast‑paced environment.

Adaptability: Comfortable working in a dynamic healthcare landscape with evolving client needs.

Technical Acumen: Proficiency in data tools, reporting platforms, and PBM systems.

PHYSICAL AND MENTAL DEMANDS

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. While performing the duties of this job, the employee is regularly required to talk or hear, sit, stand, and walk.

The position requires that the weight be lifted, and force is exerted up to 50 pounds.

Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

ENVIRONMENTAL AND WORKING CONDITIONS

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. Requires evening or weekend work.

PharmPix is an Equal Employment Opportunity Employer Minorities / Females / Disable / Veterans

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