Open position

Job Type: Regular

Time Type: Full time

Work Shift: Day (United States of America)

FLSA Status: Exempt

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

The Customer Success Manager will play a pivotal role in building and maintaining strong relationships with BILH clinics to enhance the utilization of our internal pharmacy services. This position involves collaborating with clinicians and staff to promote the adoption of pharmacy offerings while identifying and driving provider and patient satisfaction improvement opportunities within our pharmacy operations. The ideal candidate will possess excellent interpersonal skills, a results-driven mindset, and a passion for fostering partnerships that improves the patient experience.

Job Description:

Primary Responsibilities:

1) Clinic Engagement:

a)    Develop and maintain strong relationships with clinic managers, healthcare providers, and staff.
b)    Act as the primary point of contact for clinics, addressing concerns and providing support to encourage the use of internal pharmacy services.
c)    Organize and conduct regular meetings, presentations, and training sessions to promote pharmacy programs and services.
d)    Ability to identify and address client concerns promptly, offering practical and creative solutions.  

2)    Promotion of Pharmacy Services:

a)    Collaborate with pharmacy operations, strategic planning and clinic teams to identify opportunities for integrating pharmacy services into patient care workflows.
b)    Utilize data and reporting tools available to inform, prioritize and implement strategies to increase clinic referrals and utilization of pharmacy programs and services.
c)    Develop, monitor and analyze clinic engagement metrics, adjusting strategies to optimize performance.

3)    Patient Satisfaction & Process Improvement:

a)    Partner with clinic and pharmacy teams to gather patient feedback on pharmacy services.
b)    Analyze feedback to identify areas for improvement and facilitate process changes to enhance patient satisfaction.
c)    Establish and monitor key performance indicators (KPIs) to ensure continuous improvement in pharmacy service delivery.
d)    Develop and implement service recovery program in partnership with pharmacy leadership

3)    Collaboration & Coordination:

a)    Work closely with pharmacy leadership to align clinic engagement initiatives with organizational goals.
b)    Collaborate with marketing and communications teams to develop promotional materials and campaigns tailored to clinics.
c)    Ensure compliance with all regulatory requirements and internal policies in clinic-pharmacy interactions.
4)    Reporting & Analysis:
a)    Prepare regular reports on clinic engagement activities, patient satisfaction metrics, and process improvement outcomes.
b)    Present findings and recommendations to senior leadership to inform decision-making and strategic planning.

Required Qualifications:

1. Bachelor’s degree in healthcare administration, business, or a related field

2. Minimum of 3-5 years of experience in healthcare relationship management, pharmacy services, or a related role.

3. Proven track record of successfully managing stakeholder relationships and driving service adoption.

4. Strong analytical skills and proficiency in data analysis tools.

Preferred Qualifications:

1. Knowledge of pharmacy operations and healthcare workflows is a plus.

2. Pharmaceutical representative experience preferred.

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. Learn more about this requirement.

More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled