Specialty Sales Representative - Inside Sales

Job Title: Specialty Sales Representative - Inside Sales

Department: Sales (Business Innovation)

Location: Remote

FLSA: Exempt

Position Summary:

As an Inside Sales Representative, you will be an integral part of our collaborative team, using emails, social media, and direct telephone outreach to develop and manage a designated territory. Occasionally, you will be expected to travel to the assigned area for face-to-face customer meetings. The strategic goal is to provide education and care coordination for prescribers with all products and services offered by Amber Specialty Pharmacy. You will function as a single point of contact for referral sources, evaluating referrals and collaborating with our internal teams for care coordination to ensure service level expectations and commitments are met. This responsibility may be carried out in coordination with a mirrored outside sales representative. Your targeted customers/referral sources include physicians, NPs, PAs, nursing staff, office managers, and administrative and pharmacy staff within hospitals, community clinics, and/or medical office settings. Your role is vital to achieving sales targets and maintaining the high standards of customer service expected from Amber Specialty Pharmacy, and your collaborative efforts are not just important, they are key to our success.

Reporting Relations:

Reports To: Manager, Account Engagement

Senior Leadership: SVP, Business Innovation

Direct Reports: None

Primary Responsibilities:

• Seeks out opportunities process improvement and collaborates with Pharmacy OPS and outside sales to provider/prescriber experience improvement and achieve sales goals.

• Meets and/or exceeds designated call expectations for assigned territory with a focus on top targets, key influencers, and pipeline leads.

• Responsible for identifying, ranking, prospecting, and developing key Specialty practices and hospital-based business relationships within targeted regional territory.

• Assists with sales escalations and communicates routinely with sales manager and/or account engagement manager about details impacting prescriber or patient experience.

• Supports education and delivery of key messages and product presentations within initiatives (e.g., Selling our Success communication, drug launches) designed to ensure the territory meets performance requirements.

• Forwarded calls of clinical information and questions (e.g., dosing directions, adverse events, counseling) to appropriate internal support teams.

• Documents and meticulously makes notations in each patient’s profile and/or CRM (Salesforce) regarding every update and aspect of a customer’s/physician’s care or needs.

• Uses discretion and independent judgment in handling customer complaints received, while documenting and forwarding to appropriate administrative staff and/or internal team.

• Obtains and manages prescriber communication preferences.

• Nurtures and manages prescriber relationships to improve loyalty and retention.

• Utilizes SPOC Tool to ensure all SPOC account prescriptions are processed quickly and efficiently throughout the workflow process.

• Assists operations staff and prescriber offices with prior authorizations by following up on outstanding issues and assisting with coordination and communication.

• Ensures that prescription renewal requests are communicated in a timely manner to ensure continuity of care when applicable.

• Works collaboratively with sales to achieve monthly, quarterly, and annual sales goals.

• Use phone, email, face-to-face meetings, conferences, and other methods to win new business and grow existing relationships.

• Look for opportunities to develop new relationships and utilize existing relationships to increase our patients and revenue by promoting Amber/HPS as best-in-class.

• Maintain an awareness of developments in the specialty pharmacy industry that relate to job responsibilities and integrate them into own practices.

Technical Skills:

• Strong proficiency in technology, including remote platforms (e.g., Salesforce, Microsoft products).

• Ability to effectively use the designated Customer Relationship Management (CRM) tool and other technology tools (Caretend).

Desired Skills and Attributes:

• Analytical, problem-solving, and process improvement skills.

• Proven ability to work independently.

• Strong time management and prioritization skills.

• Professionalism in both oral and written communication.

• Ability to work well with various personalities and within a team.

• Self-motivated and goal oriented.

Qualifications:

• A minimum of 3 years of retail or specialty pharmacy experience is required.

• Must be familiar with general pharmacy terminology, billing quantity, SIG codes, roman numerals, brand, and generic names of medications, and target disease states.

• 3 years inside or outside sales experience for pharmacy or other health services-related industry preferred.

• Exceptional probing and consultative communication skills.

• Familiar with Specialty and/or Transplant providers, drugs, clinic, and hospital communities.

• Understanding of Specialty and Transplant drug reimbursement, Managed Care Medical Specialty and PBM drug benefits.

• Initiative-taking and results driven.

• Highly effective in working objectively with a diverse group of people and must demonstrate communication, organizational, administrative, and office skills.

• Proficient in data entry, verbal skills, computer skills, and the ability to learn the department’s software system including CRM(SalesForce).

Education:

• Bachelor's degree preferred.

License or Certification Requirements:

• None

Experience:

• Minimum 3 years of successful Specialty/Transplant sales experience required.

• Inside/virtual sales experience is highly desirable.

• Neurology and/or psychiatry sales experience is highly desirable.

• Specialty product or new product launch experience is a plus.

• HIPPA trained and the ability to work with and protect extremely confidential patient and employee information.

• Intermediate or advanced experience in Salesforce software.

• Intermediate or advanced knowledge of CareTend and/or the Specialty Pharmacy referral process.

Skills:

• Strong customer service skills.

• Excellent sales and negotiation skills.

• Ability to analyze market trends and identify growth opportunities.

• Familiarity with CRM(SalesForce) or similar tools.

• Bilingual is a plus.

• Effective communication and interpersonal skills.

Leadership Competencies:

• Exemplifies company core values, treating others with respect and dignity, with sensitivity to unique needs of others.

• Promotes high morale and a positive work environment through professional, constructive relationships.

• Inspires, encourages, motivates, and energizes the team environment.

• Establishes and maintains standards of performance.

• Delegates and defines tasks and responsibilities for the Inside Sales team, giving clear goals on time.

• Fosters individual growth and provides constructive and timely feedback for the Inside Sales team through training, coaching, and performance reviews.

• Communicates honestly, appropriately, and directly. Openly and willingly listens and receives suggestions from others.

Key Performance Responsibilities:

• Sales Management: Manage daily sales activities and referrals to increase referral conversions.

• Productivity and Metrics: Maintain required call productivity and metrics with timely entry.

• Product Knowledge: Develop a solid understanding of assigned products, program messaging, and approved guidelines.

• Relationship Building: Establish and maintain professional relationships with targeted healthcare professionals and staff.

• Call Execution: Execute call plans, including preparation, lead qualification, delivery of key messages, objection handling, and closing.

• Outgoing Calls: Perform outgoing calls professionally, following client guidelines and business rules.

• Sales Quotas: Achieve or exceed sales quotas or objectives.

• Communication: Maintain open dialogue and effective communication with leadership.

• Quality Standards: Maintain excellent call quality standards per company policy and adhere to all client call guidelines.

• Training and Meetings: Complete all required company, program, and product training. Attend staff meetings and client-requested conference calls.

Working Conditions:

• Typical indoor office environment conditions.

Equipment Used to Perform the Job:

Computers, keyboards, mouse, monitors, fax, and/or headsets for phone work. Software specific to the position, including but not limited to Microsoft Outlook, teams, WORD, and Excel.

Contacts:

Interact frequently with co-workers, internal company staff, managers, leaders, insurance providers, payers, vendors, and customers. Serves in a lead capacity, overseeing teamwork, team relationships, and performance management. This is a partial list of contacts subject to changes and alternatives.

Confidentiality:

The incumbent must maintain the confidentiality of personal information for the applications and licensing requirements, including any financial, strategic, or proprietary information. The Company does not consider this an exhaustive list of examples and may add or modify as deemed appropriate to the execution of the role.

The job description is not intended to be an all-encompassing list of duties. The job mentioned above is used as a guide to assist in accomplishing company objectives, covering only primary functions and responsibilities. Amber Specialty Pharmacy/Hy-Vee Pharmacy Solutions retains the right to change or assign other duties to the job as the business needs to evolve or change.