Job Description

Job Description

Job Description

Description:

Client Experience Lead  

Reports to: Director of Client Experience 

Department: Client Experience 

Location: Remote (with occasional travel to pharmacy locations, client sites, and conferences as needed) 

Role Overview  

The Client Experience Lead ensures that every Neighborhood LTC Pharmacy client experiences a smooth, reliable, and high-touch journey from onboarding through long-term partnership. 

This role serves as the operational backbone of the Client Experience program, executing onboarding and engagement processes, coordinating across internal teams, and supporting both clients and local pharmacy teams. The Client Experience Lead reinforces trust, clarity, and consistency so that caregivers and providers can focus on delivering safe, dignified care to individuals with Intellectual and Developmental Disabilities (IDD).

 

The Client Experience Lead does not replace local pharmacy relationships. Instead, this role strengthens them by reducing friction, improving communication, and ensuring follow-through. 

Key Responsibilities  

1. Client Onboarding & Implementation  

• Coordinate onboarding activities for new provider accounts, ensuring milestones are completed within established timelines. 
• Facilitate kickoff and follow-up onboarding calls with providers, pharmacists, and internal teams. 
• Maintain onboarding documentation, meeting notes, and follow-up tasks in HubSpot. 
• Serve as the primary point of coordination for onboarding-related questions, escalating issues or risks to the Director of Client Experience as needed. 
• Make vendor integrations live during onboarding (eMAR/EHR, assistive tech, DME): connect the right people, finish setup, test the workflow, and set one clear support path. 

2. Client Engagement & Ongoing Success  

• Serve as a consistent day-to-day support contact for assigned clients during onboarding and post go-live. 
• Conduct scheduled post-onboarding check-ins at 1, 2, 3, 6, 9, and 12 months, primarily via email and virtual meetings based on client preferences. 
• Prepare and support client business reviews for assigned accounts, summarizing key insights, trends, and opportunities. 
• Monitor client health indicators including satisfaction feedback, engagement signals, and service concerns. 

3. Client Support & Issue Coordination  

• Act as the first point of intake for client questions or concerns related to service, billing coordination, or operational issues. 
• Triage issues to the appropriate internal teams and ensure timely, professional follow-up. 
• Track recurring issues or themes and elevate insights to support process improvement and risk prevention. 

4. Cross-Functional Collaboration  

• Collaborate closely with pharmacy teams, operations, billing, and support staff to ensure a seamless client experience. 
• Track onboarding and engagement task progress across departments to promote accountability. 
• Participate in internal client syncs to discuss status, risks, and upcoming needs. 

5. CRM & Process Execution  

• Utilize CRM tools like HubSpot to manage onboarding pipelines, engagement workflows, and client documentation. 
• Maintain accurate, timely, and complete client records to support continuity and reporting. 
• Contribute to refining templates, playbooks, and SOPs for onboarding and engagement processes. 

6. Feedback, Insights & Reporting  

• Collect client feedback through surveys and direct interactions. 
• Summarize onboarding progress, satisfaction trends, and client health indicators. 
• Support the Director of Client Experience with reporting and insights shared with leadership. 

7. Training Support & Representation  

• Support medication packaging training and product demonstrations in coordination with pharmacists and operations teams. 
• Assist with demos or presentations by providing operational context and process clarity. 
• Represent Neighborhood LTC Pharmacy at industry events or client meetings as needed. 

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