Account Manager
16 days ago
Lenexa
Job Description:\n\nAccount Manager Provider Relations Role — Midwest Compounders Pharmacy (MWC) Lenexa, Kansas Licensed in Kansas and Missouri 503A Sterile & Non-Sterile Compounding Pharmacy Executive Summary Midwest Compounders Pharmacy (the Company) is seeking an experienced and relationship-driven Account Manager to serve as the primary relationship owner for an assigned portfolio of healthcare providers, clinics, and medical spas. MWC Pharmacy is a 503A compounding pharmacy specializing in GLP-1 medications, hormone replacement therapy (HRT), and functional medicine compounding. The Company holds active DEA registration for controlled substances and operates under the regulatory authority of the Kansas Board of Pharmacy (KSBOP) and applicable federal law. The Account Manager will contribute to MWC Pharmacy's success by driving provider activation, retention, and prescription volume growth across an assigned book of business. Behind every successful provider partnership is an Account Manager who understands that consistent outreach, clinical education, proactive problem-solving, and data-driven insight are what convert new accounts into long-term revenue relationships. You are not just maintaining accounts—you are actively growing provider businesses by helping them prescribe more effectively and use MWC's compounding capabilities to improve patient outcomes. The Account Manager will report to the VP of Provider Success. Organizational Positioning Reports to: VP of Provider Success Works in Coordination With: Sales Team — referral handoffs and out-of-practice provider leads Customer Service Team — provider escalation support and issue resolution coordination Pharmacy Operations — fulfillment coordination, formulary questions, and clinical escalation pathways Pharmacist-in-Charge — clinical inquiries, compounding capability questions, and compliance-related provider communications Finance & Billing — provider billing issues, account setup, and pricing inquiries Regulatory Context & Compliance Obligations MWC Pharmacy operates as a licensed 503A compounding pharmacy in the State of Kansas and holds an active DEA registration for Schedule II–V controlled substances. The Account Manager operates in a regulated pharmacy environment and regularly communicates with licensed healthcare providers who prescribe controlled substances and specialty compounded medications. Accordingly, all Account Managers must adhere to applicable compliance obligations as described below. HIPAA & Patient Privacy: This role may access protected health information (PHI) in the course of supporting provider relationships and resolving account issues. All Account Managers are required to complete HIPAA training prior to accessing pharmacy systems or patient-related records and must maintain strict confidentiality of all patient and prescriber information in accordance with MWC Pharmacy's HIPAA policies and applicable federal law. Any suspected breach or unauthorized disclosure of PHI must be reported immediately to the Privacy Officer or the Pharmacist-in-Charge. Controlled Substance Awareness & Regulatory Sensitivity: The Account Manager's provider portfolio will include prescribers of GLP-1 medications, HRT formulations, and other compounded products that may include Schedule II–V controlled substances dispensed under MWC Pharmacy's DEA registration. While this role does not directly handle, dispense, or verify controlled substances, the Account Manager must exercise heightened awareness in all provider communications involving controlled substance prescribing and must escalate any concerns, irregularities, or potential compliance issues to the VP of Provider Success or the Pharmacist-in-Charge without delay. Account Managers must never make representations to providers regarding the availability, prescribing, or dispensing of controlled substances that are inconsistent with applicable DEA regulations or KSBOP rules. Pre-Employment Requirements: This position is contingent upon the successful completion of a pre-employment background check and drug screen conducted pursuant to Kansas state employment laws, including applicable Kansas Board of Pharmacy (KSBOP) requirements and K.S.A. 65-4107 et seq. As a pharmacy operating under DEA registration, MWC Pharmacy maintains the right to conduct background screening consistent with DEA and state pharmacy regulatory requirements for all personnel with access to pharmacy systems, patient records, provider accounts, or the pharmacy premises. Core Responsibilities 1. Provider Onboarding & Activation Scope: The Account Manager owns the provider relationship from initial handoff through first active prescription. Activation is the primary near-term objective for new accounts. Onboard new providers by coordinating portal setup (Lifefile or PK Software) and conducting provider and staff training on the ordering system Drive activation by monitoring first order placement, conducting 30/60/90-day check-ins, and establishing the Account Manager as the provider's primary point of contact Monitor ordering patterns against estimated volumes during the onboarding phase to identify early opportunities for provider education and engagement Document all onboarding activities and provider health status in HubSpot with detailed, up-to-date notes 2. Book of Business Management & Retention Scope: Responsible for the health and growth of an assigned provider portfolio. Retention and churn prevention are ongoing operational priorities. Maintain an assigned book of business by proactively monitoring provider health indicators including ordering cadence, Customer Service ticket activity, and volume trends Conduct Quarterly Business Reviews (QBRs) for key accounts to review performance, identify growth opportunities, and strengthen the provider relationship Proactively address churn risk by identifying ordering drops, resolving provider complaints, and escalating at-risk accounts to the VP of Provider Success with supporting data and a recommended action plan Serve as the escalation point for Customer Service when provider-level issues arise, ensuring fast resolution and relationship preservation 3. Provider Education & Growth Scope: Account Managers are expected to function as knowledgeable partners to their providers—helping them understand MWC's compounding capabilities and apply them to improve patient outcomes and grow their prescribing volume. Educate providers and their staff on MWC Pharmacy's compounding capabilities, formulation options, and clinical differentiation across GLP-1, HRT, and functional medicine therapeutic areas Identify and execute growth opportunities including upsells (new formulations, seasonal volume increases), in-practice expansion (additional prescribers, sister locations), and out-of-practice referrals to Sales Support providers in understanding how to optimize their prescribing practices using MWC's products within applicable regulatory guidelines Refer all clinical questions and controlled substance prescribing inquiries to the appropriate pharmacy or clinical personnel 4. Data Management & CRM Discipline Scope: Data integrity in HubSpot is a non-negotiable requirement of this role. All provider interactions, health status changes, and growth activity must be accurately tracked. Manage all provider interactions in HubSpot, maintaining detailed notes, tracking ordering health metrics, and keeping provider records current Use ordering patterns, health metrics, and ticket trend data to predict churn risk and identify expansion opportunities ahead of conversations Prepare and present provider portfolio updates to the VP of Provider Success on a defined cadence Maintain accurate records of all provider communications in accordance with MWC Pharmacy's documentation and HIPAA compliance standards 5. Compliance & Communication Standards Adhere to all applicable state and federal regulations in provider communications, including HIPAA, KSBOP rules, and DEA requirements governing communications about controlled substance products Complete all required compliance training including HIPAA, Cultural Competency, and pharmacy-specific programs via the PAAS National training platform Demonstrate clear and concise written and verbal communication to providers, internal teams, and executive leadership Escalate any compliance concerns, suspected diversion activity, or provider communications that raise regulatory red flags to the VP of Provider Success or the Pharmacist-in-Charge immediately Key Performance Indicators Provider activation rate — percentage of newly onboarded providers placing a first order within defined activation window Retention rate — percentage of assigned providers maintaining active ordering status quarter-over-quarter Prescription volume growth — measurable increase in ordering volume across assigned book of business Churn rate — percentage of providers lost from assigned portfolio within a rolling 12-month period QBR completion rate — 100% of key accounts reviewed on a quarterly basis per schedule HubSpot data hygiene — 100% of provider interactions documented within defined SLA 100% HIPAA training completion prior to accessing pharmacy systems Timely completion of all required compliance training and continuing education Zero compliance escalations attributable to inappropriate provider communications regarding controlled substances Core Pharmacy Systems System Classification Function HubSpot CRM CRM & Provider Management Provider relationship management, account health tracking, communication history, and pipeline reporting Lifefile Primary — Clinic-Billed Order entry, patient records, and prescription workflow for clinic-billed prescriptions PK Software Ordering Platform Provider-facing ordering portal for prescription submissions and account management Compounder Rx Primary — Patient-Billed Order entry, patient records, and prescription workflow for patient-billed prescriptions PAAS National Compliance Training Staff compliance training platform supporting HIPAA, Cultural Competency, and other required training programs Compliancy Group HIPAA Compliance HIPAA compliance management, risk assessments, and policy enforcement BOX Document Repository Secure cloud-based document storage, file sharing, and internal document management Compensation & Benefits Compensation Structure Base Salary $55,000–$65,000 annually Employment Type Full-time, exempt. At-will employment. Schedule Monday – Friday, with occasional flexibility as provider needs require Benefits: 2 weeks paid time off (PTO) Company-observed holidays Medical, Dental, & Vision Insurance 401(k) Employee discount Access to professional development support and pharmacy-specific training programs Exact compensation may vary based on skills, qualifications, and experience. Ideal Candidate Profile Required: Minimum of a Bachelor's degree 3–5 years of experience in account management, customer success, or healthcare relationship management Data-driven mindset—ability to use ordering patterns, health metrics, and ticket trends to predict churn and identify growth opportunities proactively Proactive relationship management—you do not wait for providers to call with problems; you reach out first Ability to manage a segmented book of business with competing priorities and shifting timelines Tech proficiency with Microsoft Office Suite, CRM platforms (HubSpot), and pharmacy ordering systems (Lifefile/PK Software); ability to conduct virtual training sessions with provider staff Ability to commute to or relocate to Lenexa, KS 66215 prior to starting work English fluency (required) Strongly Preferred: Experience in healthcare, pharmacy, medical device, or wellness industry Familiarity with GLP-1 medications, HRT compounding, or functional medicine therapeutic areas Experience working in a DEA-regulated healthcare or pharmacy environment Prior experience working cross-functionally with both clinical and non-clinical teams Key Attributes Relationship-First: You build genuine, trust-based relationships with providers. You know their business, their staff, and their patient population, and you use that knowledge to be a true partner. Proactive: You do not wait for problems to surface. You monitor your book of business consistently and act before issues escalate. Data-Driven: You use HubSpot data, ordering trends, and provider health metrics to guide your outreach strategy and prioritize your time effectively. Compliance-Aware: You understand the regulatory environment in which MWC Pharmacy operates. You exercise judgment in provider communications involving regulated products and know when to escalate. Collaborative Teammate: You work seamlessly with Sales and Customer Service. You share information, support your colleagues, and do not operate in silos. Accountable: You own your book of business outcomes. You do not deflect, and you do not make excuses—you find solutions. Work Location & Logistics Full-time position — Lenexa, KS 66215 (on-site or hybrid as determined by the VP of Provider Success) Monday – Friday, standard business hours with flexibility as provider relationship needs require Must be local or able to commute to Lenexa, KS 66215 prior to starting work Pre-Employment Conditions: All offers of employment are contingent upon the successful completion of a pre-employment background check and drug screen, conducted in accordance with Kansas state employment laws, K.S.A. 65-4107 et seq., and applicable Kansas Board of Pharmacy (KSBOP) regulatory requirements. MWC Pharmacy, as a DEA-registered pharmacy licensed in the State of Kansas, reserves the right to conduct background screening for all personnel consistent with applicable DEA, federal, and state pharmacy law requirements.