Client Experience Lead
full-time•Lincoln
About this role
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.
What you'll do
- The Client Experience Lead coordinates onboarding and engagement processes for clients, ensuring a smooth transition and ongoing support. This role also involves monitoring client satisfaction and collaborating with internal teams to enhance the client experience.
About Neighborhood LTC Pharmacy Inc
We provide genuine, honest, and compassionate healthcare to our communities improving the quality of life for each individual we serve. Offering solutions for complex needs with true account management, we simplify medication management for the healthcare team to create an environment of confidence and independence.
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Frequently Asked Questions
What does a Client Experience Lead do at Neighborhood LTC Pharmacy Inc?
As a Client Experience Lead at Neighborhood LTC Pharmacy Inc, you will: the Client Experience Lead coordinates onboarding and engagement processes for clients, ensuring a smooth transition and ongoing support. This role also involves monitoring client satisfaction and collaborating with internal teams to enhance the client experience..
Is the Client Experience Lead position at Neighborhood LTC Pharmacy Inc remote?
The Client Experience Lead position at Neighborhood LTC Pharmacy Inc is based in Lincoln, Nebraska, United States. Contact the company through Clera for specific work arrangement details.
How do I apply for the Client Experience Lead position at Neighborhood LTC Pharmacy Inc?
You can apply for the Client Experience Lead position at Neighborhood LTC Pharmacy Incdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.