Client Services Representative Job Mendota Heights area,Minnesota USA,Customer Service/HelpDesk

Summary

The Client Services Account Representative is the primary day-to-day contact for assigned client accounts, coordinating client requests, issue resolution, quarterly business reviews, and cross-functional follow-up in a healthcare, pharmacy, PBM, and logistics environment. This role supports compliant, high-quality service delivery by building trusted client relationships, maintaining accurate account documentation, monitoring service trends, and communicating proactively with clients and internal teams.

Essential Duties and Responsibilities

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

Serve as the primary day-to-day contact across accounts, responding to inquiries, coordinating follow-up, and ensuring client needs are addressed accurately and timely for multiple lines of service (deliveries, PBM & specialty accounts)

Build and maintain strong working relationships with client contacts through proactive, clear, professional, and timely communication about service updates, process changes, reporting insights, and operational impacts.

Manage and track open client requests, issues, escalations, and action items through resolution, partnering with internal teams as needed.

Project manage recurring client meetings and quarterly business reviews, including agenda development, timeline planning, data collection, presentation preparation, action-item tracking, and post-meeting follow-up.

Monitor client performance indicators, service trends, and operational metrics to identify risks, recurring issues, and opportunities for improvement.

Proactively manage client engagement through recurring, scheduled communication to prevent or mitigate service breakdowns and maintain a strong communication pipeline between clients and Statim Client Services.

Partner with internal teams, including operations, logistics, pharmacy/PBM support, implementation, billing, and leadership, to resolve client needs and support service excellence.

Support onboarding, implementation, or expansion activities for assigned and new accounts by coordinating tasks, collecting required information, and keeping clients informed of next steps.

Maintain accurate client records, meeting notes, service history, action items, forms, contacts, meeting materials, business review decks, templates, and account-specific resources in designated systems such as Salesforce, , shared drives, reporting tools, or other client tracking platforms.

Identify client needs, service gaps, or growth opportunities and escalate insights to the Manager of Client Services or appropriate leadership.

Support service recovery efforts by coordinating internal response plans, documenting root causes, and following up with clients on corrective actions.

Maintain confidentiality and comply with company policies, standard operating procedures, HIPAA/privacy expectations, documentation requirements, and applicable federal, state, client-specific, and regulatory requirements when handling client, company, pharmacy, patient, protected health information (PHI), and business information.

Use discretion and sound judgment when communicating service issues, patient-related information, pharmacy/PBM matters, delivery details, and other sensitive account information to clients and internal stakeholders.

Maintain the confidentiality of information processed.

Follow company policies and procedures.

Perform other duties and responsibilities as requested or required.

Qualifications

Bachelor’s Degree or equivalent strongly preferred. Minimum of two years’ experience in customer service or account management roles. Preferable experience in the logistics…