Hybrid Schedule: Works 2-3 days from home
Benefits and perks for You!
Medical, Dental, Vision insurance
Health Savings & Flexible Spending Accounts (up to $5,000 for childcare)
Tuition discounts & reimbursement
401(k)
Company Paid Time Off*
Shift Differential
DailyPay
Pet Insurance
Employee wellness and discount programs
Benefits may vary by employment status
Responsibilities
Serves as the primary implementation consultant and subject matter resource for assigned new customer implementations, change of ownership projects, pharmacy moves, facility relocations, and other customer transition initiatives
Independently leads assigned implementation projects from initial planning through execution, stabilization, and post-implementation review
Consults with customers and internal stakeholders to assess business needs, operational requirements, service expectations, implementation readiness, and potential risks
Exercises discretion and independent judgment to evaluate project requirements and determine appropriate implementation strategies, priorities, timelines, and recommended courses of action
Develops comprehensive implementation plans, project timelines, milestones, agendas, and deliverables based on customer requirements and organizational objectives
Evaluates customer needs and recommend appropriate products, services, processes, or operational solutions to support a successful transition
Provides consultative guidance to customers regarding implementation requirements, operational considerations, dependencies, timelines, and recommended practices
Determines the appropriate involvement of internal service areas, including Customer Field Service, IV, Clinical Consulting, Clinical HUB, pharmacy operations, and other functional partners based on the individual needs of each implementation
Leads internal and external project meetings, facilitate discussions, provide recommendations, communicate decisions, assign action items, and ensure appropriate follow-up
Analyzes complex or changing project circumstances and independently identify solutions or recommendations based on available information, customer requirements, business needs, and operational considerations
Proactively identifies project risks, implementation barriers, service gaps, and competing priorities and develop mitigation strategies to minimize disruption to customers and operations
Uses advanced knowledge of pharmacy operations, service standards, and implementation practices to anticipate challenges and determine appropriate solutions
Provides guidance and recommendations to internal stakeholders regarding customer requirements and the operational impact of implementation decisions
Investigates implementation and quality concerns, determine root causes, recommend corrective actions, and escalate significant business or customer issues when appropriate
Evaluates changes in project scope, business requirements, timelines, or operational circumstances and determine necessary modifications to implementation plans
Conducts pre-implementation assessments to evaluate customer and operational readiness and identify opportunities requiring additional planning or intervention
Conducts post-implementation assessments to evaluate results, identify trends or service gaps, and recommend actions to improve customer outcomes and future implementations
Analyzes customer feedback, implementation outcomes, operational experience, and project data to identify opportunities for continuous improvement
Recommends improvements to implementation processes, workflows, tools, documentation, and customer transition practices
Develops and communicates implementation metrics, project status, risks, outcomes, and recommendations to customers, business partners, and leadership
Creates and maintains customer-specific implementation documentation in accordance with department and organizational standards
Ensures project documentation, decisions, action items, deliverables, and customer requirements are accurately maintained within designated systems and SharePoint
Independently manages multiple concurrent implementation projects and establish priorities based on customer impact, operational risk, project complexity, timelines, and organizational objectives
Builds collaborative relationships with customers and cross-functional business partners and influence outcomes without direct supervisory authority
Serves as a resource to internal partners regarding implementation processes, customer transition requirements, and recommended practices
Participates in special projects and initiatives intended to improve customer implementation processes and overall service delivery
Performs other related duties as assigned
Conducts job responsibilities in accordance with the Company's Code of Business Conduct and Ethics, policies and procedures, Corporate Compliance Agreement, applicable federal and state laws, and applicable professional standards
Qualifications
Minimum of 3 years of progressively responsible experience in customer implementation, project management, project coordination, healthcare operations, pharmacy operations, customer relationship management, or a related field required
Experience independently managing customer implementations, projects, operational initiatives, or complex cross-functional activities required
Demonstrated experience assessing business or operational needs and recommending solutions required
Demonstrated ability to exercise sound judgment, independently evaluate information, identify risks, and determine appropriate courses of action required
Experience managing multiple projects or priorities with competing deadlines required
Experience within pharmacy, healthcare, or customer implementation operations preferred
Experience in a Long-Term Care Pharmacy environment preferred
Experience consulting with customers regarding operational processes, services, or business solutions desired
Experience leading complex, cross-functional customer implementations desired
High school diploma, GED, or equivalent required
Combination of education, training, and progressively responsible professional experience sufficient to successfully perform the responsibilities of the position required
Associate's or bachelor's degree in Business Administration, Healthcare Administration, Project Management, Pharmacy/Healthcare Services, or a related discipline preferred
Project management certification or formal project management training preferred
Pharmacy Technician certification or registration, where applicable desired
Strong consultative and customer relationship management skills.
Demonstrated ability to exercise discretion and independent judgment
Ability to assess customer business and operational needs and recommend appropriate solutions
Strong project leadership and project management skills
Ability to independently analyze complex situations and determine appropriate courses of action
Strong critical-thinking, analytical, and problem-solving capabilities
Ability to anticipate project risks and develop effective mitigation strategies
Excellent verbal and written communication skills
Strong presentation, consultation, and meeting facilitation capabilities
Ability to communicate recommendations effectively to customers, leadership, and cross-functional stakeholders
Ability to influence decisions and outcomes without direct authority
Strong interpersonal and relationship-building skills
Strong planning, prioritization, and organizational abilities
Ability to independently manage multiple complex projects with competing priorities and deadlines
Ability to adapt strategies and recommendations based on changing customer and business requirements
Strong attention to detail while maintaining a broader understanding of customer and organizational objectives
Ability to interpret project metrics and use information to identify trends and opportunities for improvement
Advanced proficiency with Microsoft Office and relevant project management and collaboration technology
Experience using metrics and performance indicators to evaluate project outcomes
Working knowledge of pharmacy operations, standards, and customer service requirements, as applicable
Ability to work effectively and independently within a remote work environment
About our Line of Business
PharMerica, an affiliate of BrightSpring Health Services, delivers personalized pharmacy care through dedicated local teams, serving health care providers such as skilled nursing facilities, senior living communities, and hospitals. We also cater to individuals with behavioral needs, infusion therapy needs, seniors receiving in-home care, and patients with cancer. Operating long-term care, home infusion, and specialty pharmacies across the nation, we combine the personal touch of a neighborhood pharmacy with the resources of a national network. Our comprehensive solutions, backed by industry-leading technology and regulatory expertise, ensure accurate medication access, cost control, and compliance with best-in-class clinical standards. We are committed to enhancing resident health, reducing staff burdens, and supporting our clients' success. For more information, visit www.pharmerica.com. Follow us on Facebook, Twitter, and LinkedIn.
