Summary

This role supports the Client Services Team by providing essential administrative assistance and contributing to effective client relationship management. The position works closely with Account Managers on tasks that help maintain and strengthen client partnerships, while also collaborating with internal stakeholders across the SPS Health organization.

Essential Duties and Responsibilities

The duties listed below are not all inclusive and may be expanded as needed at management’s discretion. Employees are expected to maintain confidentiality, follow all company policies, and perform additional responsibilities as assigned.

Account & Administrative Support

•    Maintain accurate client records in Salesforce, Monday.com, and other platforms.

•    Prepare meeting materials and assist with QBR report creation.

•    Organize and maintain key client documents (contracts, forms, credentialing items, GPO/PSAO templates).

•    Support AMs with follow ups, documentation tracking, and account history.

Onboarding Oversight (FMS/GPO/PSAO)

•    Process new member enrollments (GPO/PSAO/FMS) and ensure documentation accuracy.

•    Facilitate required paperwork between clients, external and internal departments.

•    Escalate urgent onboarding or credentialing needs to leadership or AMs.

Client Interaction / Issue Resolution / Cross Functional Collaboration

•    Respond to routine inquiries and provide updates with professional and timely communication.

•    Triage issues related to membership, eligibility, linkage, and PSAO claim concerns.

•    Coordinate with analytics, Client Ops, and LTC Operations to resolve plan setup and claims issues.

•    Log and monitor issues using Monday.com. 

•    Oversee plan change form submissions and work with Benefit Administration.

•    Conduct QBRs for a subset of assigned clients (primarily virtual).

•    Identify engagement opportunities and strengthen pharmacy relationships.

Qualifications

Bachelor’s Degree or equivalent strongly preferred.  Minimum of 1 year experience in customer service or account management roles.  Preferable experience in the pharmacy or pharmacy benefit management industry. Preferable experience with managing customer interaction via Salesforce or another CRM tool. 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

    Well-organized and detailed with the ability to communicate in an appropriate and timely manner.

    Ability to write and interpret correspondence, reporting and analytics.

    Ability to speak effectively to clients in person and over the phone.

    Thorough knowledge of the applicability of relevant laws and regulations. 

    Proficiency in Microsoft Office Suite

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.  (The phrases “occasionally,” “regularly,” and “frequently” correspond to the following definitions: “Occasionally” means up to 1/3 of working time, “regularly” means between 1/3 and 2/3 of working time, and “frequently” means 2/3 and more working time.)

While performing the duties of this job, the employee is frequently required to sit, talk, or hear; and use hands to handle, or touch objects or controls.  The employee is regularly required to stand and walk.  On occasion the incumbent may be required to stoop, bend, or reach above the shoulders.  The employee would rarely need to lift to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

The position is a full-time role based out of the Milwaukee, WI office. This position will be primarily office-based with about 15% travel which includes air, car, as well as overnight hotel stays.  Hybrid remote work is possible with proven ability to work independently and efficiently. 

The above statement reflects the general details necessary to describe the principal functions of the occupation and shall not be construed as a detailed description of all the work that may be inherent in the occupation.

EEO Statement 

SPS Health, LLC, and all its affiliates, is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. 

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. The Company makes hiring decisions based solely on qualifications, merit, and business needs at the time.  The company complies with the Colorado Healthy Families & Workplaces Act.

 Salary Range:  58,000 - 63,000 USD + bonus