Manager, Customer Relations

Manager, Customer Relations

Washington, D.C.

The American Pharmacists Association is the largest association representing pharmacists in all practice settings in the United States and is the only organization advancing the entire pharmacy profession. Pharmacy Profiles is wholly owned by the American Pharmacists Association (APhA). APhA leads the pharmacy profession by supporting pharmacists, student pharmacists, and pharmacy technicians in their role optimizing medication use and patient health outcomes and ensuring patients have access to pharmacists’ care.

For pharmacists to enroll with health plans to serve patients, pharmacists will be asked to provide their qualifications – credentials. Pharmacy Profiles is the solution to the marketplace need for validated pharmacy professional credentials. Pharmacy Profiles is a pharmacy personnel Credentials Verification Organization (CVO). The solution collects, maintains, and verifies professional information of pharmacists, student pharmacists, and pharmacy technicians. Over 260 pharmacist advanced credentials, certifications, and other types of advanced training are captured by Pharmacy Profiles. Each profile is fully customizable at no cost for a pharmacist to build and maintain. Pharmacist employers, health plans, and other stakeholders can tap into the first comprehensive, pharmacist-centric solution to credentials verification.

WHAT WE’RE ABOUT

Collaboration- We strive to produce meaningful products and services in the spirit of trust and partnership throughout the organization. To achieve success, we are flexible, adaptable, open-minded, cooperative, and inclusive.

Accountability- We strive to meet the highest standards of ethical behavior. Equity, integrity, transparency, and personal responsibility drive everything we do. We are good stewards of organizational and human resources, and we are champions for our members and colleagues.

Respect- We are committed to seeking to understand others’ perspectives and appreciating our differences; treating others with consideration, thoughtfulness, and empathy; recognizing, acknowledging, and supporting each other; being fair to and supportive of our colleagues; attentively listening, and communicating tactfully and sensitively.

Excellence- We strive to deliver high-quality, innovative, and best-in-class products and services that offer high value to members and stakeholders. We embrace a culture of continuous learning and improvement.

WHAT YOU’LL DO

As the Manager, Customer Relations, you will:

• Create and implement customer service policies and procedures.
• Be responsible for day-to-day interaction with key customers and assure business needs are met with a high level of customer support.
• Manage the monthly credentials verification process
• Maintain state specific practice requirements in the Pharmacy Profiles system
• Support operational needs of the business.

WHO WE’RE LOOKING FOR

APhA may be the right fit for you have:

Experience and Education required:

• Bachelor’s degree with 3 years of relevant experience
• 4+ years of relevant experience in lieu of bachelor’s degree
• Customer service experience required.
• Some experience with the product or service to which the manager will be assigned preferred.

Skills, knowledge and abilities required:

• Excellent communication skills including active listening.
• Service-oriented and able to resolve customer grievances.
• Proficient computer skills with the ability to learn new software.
• Knowledge of, or ability to learn, product, service, or area of customer service specialization.

LOCATION: Washington, DC – Hybrid, two days a week in the office (Tuesday & Thursday)

APhA does not make hiring decisions on the basis of race, color, creed, ethnicity, national origin, gender, gender identity, sexual orientation, socio-economic background, age, disability, veteran status, religion, political affiliation, or any other characteristic protected by state, federal, or local law.

Applicants must be currently authorized to work' in the United States on a full-time basis.