Platinum Account Specialist

Job Overview

This position is responsible for providing exceptional internal and external support to a portfolio of Integrated Delivery Networks (IDNs) and other enterprise level accounts. This role requires a deep understanding of customer needs, strong relationship management skills, and the ability to collaborate across various departments to deliver tailored solutions and drive customer satisfaction.

Key Responsibilities

• Serve as the primary point of contact for IDN/large accounts' chargeback contract and end user pricing needs.
• Partner with supplier and group purchasing organizations (GPO) to drive contract compliance and system level contract parity for all locations that are members of IDNs and/or enterprise level accounts.
• Conduct comprehensive analysis of price change notifications (PCN), ensuring accuracy and clarity in communication. Evaluate and verify pricing accuracy and compliance with contractual agreements. Provide detailed reports and insights to both internal teams and external customers, and effective implementation of price changes.
• Perform various audits to ensure pricing integrity, accuracy of customer information, GPO/manufacturer roster, new account contract access and contract gap analysis.
• Effectively prioritize and manage a diverse range of responsibilities and customer needs in the GPO/IDN support role. Assess and address urgent and high-impact issues promptly while balancing long-term project goals and routine tasks. Ensure that customer inquiries and requests are handled with urgency and precision, delivering timely solutions and maintaining high satisfaction levels.
• Proactively monitor and analyze IDN account transactions to identify low or negative Gross Profit (GP) situations. Investigate underlying causes of these discrepancies, such as pricing errors, cost anomalies, or contract eligibility issues.
• Update and maintain GPO member ID and supplier account identifiers within Henry Schein system.
• Provide comprehensive support for contract renewals, Request for Proposals (RFPs), and customer GPO changes.
• Develop and deliver ad hoc reports and analysis in response to specific requests from internal teams or external stakeholders

Specific Knowledge & Skills

• Knowledge of GPO cost and pricing structures is highly desirable.
• Strong attention to detail with the ability to effectively manage multiple priorities.
• Ability to work independently with a proactive self-starter attitude.
• Proficiency with data analysis software and tools to generate reports and interpret data effectively.

General Skills & Competencies

• Excellent time management skills and the ability to prioritize work
• Very good attention to detail and accuracy
• Customer service oriented and ability to work with and resolve complex issues
• Ability to plan and arrange activities
• Excellent interpersonal communication skills
• Excellent written and verbal communication skills
• Ability to maintain confidential and highly sensitive information
• Ability to work in a team environment
• Ability to multi-task
• Ability to manage conflict
• Capacity to work effectively under pressure
• Analytical thinking
• Oversee small to medium sized projects
• Identify and recommend continuous improvement opportunities
• Establish productive working relationships at multiple levels within the organization