About this position
Position Summary
The Licensed Practical Nurse (LPN) serves a dual role providing clinical support, customer service, and sales support to partner and prospective nursing facilities. This position bridges pharmacy operations, nursing facility staff, and business development efforts by ensuring clinical accuracy, timely resolution of medication-related concerns, positive customer interactions, and support of growth initiatives. The LPN will use clinical expertise, communication skills, and CRM documentation to support quality care, strengthen client relationships, and assist in sales and onboarding activities.
Essential Functions
Sales & Growth Support Responsibilities
- Serve as a clinical sales support liaison for the sales and business development team, providing clinical expertise during prospect engagement
- Participate in sales calls, facility tours, presentations, and meetings to explain pharmacy services, clinical workflows, and medication management processes
- Provide clinical insight during prospect evaluations, needs assessments, and due diligence activities
- Support pre-sale clinical assessments, onboarding readiness evaluations, and transition planning for prospective facilities
- Assist in the development of sales materials, clinical workflows, and value propositions related to pharmacy services
- Serve as a clinical resource during onboarding and go-live phases to ensure smooth implementation and early customer success
- Document all sales-related activities, interactions, and follow-ups in HubSpot CRM
- Identify opportunities for service expansion, upselling, and client retention in collaboration with sales leadership
- Support post-sale relationship management to ensure satisfaction, retention, and long-term growth
Customer Service Responsibilities
• Serve as a primary clinical support contact for facility staff regarding pharmacy services and resident needs.
• Use HubSpot CRM to track, manage, and follow up on customer interactions and clinical support cases.
• Document issues, outcomes, and next steps clearly and consistently in the CRM system.
• Respond to customer inquiries promptly and professionally, ensuring satisfaction and resolution.
• Coordinate with pharmacy departments to address all service-related concerns, including but not limited to:
– Missing or delayed medications
– Clarification of medication orders
– Delivery issues
– Emergency medication needs
– Communication breakdowns
– Urgent or escalated clinical concerns
• Proactively follow up with facilities to ensure resolution and satisfaction, maintaining clear and timely communication throughout each case.
• Monitor and manage open service cases in HubSpot through resolution and closure.
• Escalate complex or unresolved issues to leadership or other departments as appropriate.
• Assist with onboarding coordination, go-live activities, and post-implementation support.
• Participate in continuous service improvement initiatives.
Requirements
- Education: Current and valid LPN license in the State of Indiana or the State of Illinois.
- Experience: Prior experience in long-term care or a skilled nursing setting preferred.
- Skills & Competencies:
- Strong understanding of clinical workflows in long-term care facilities.
- Excellent customer service and communication skills.
- Ability to manage documentation and tasks using HubSpot CRM (training can be provided).
- Proficiency with Microsoft Office (Word, Excel, Outlook).
- Strong time management and problem-solving abilities.
- Ability to work independently and collaboratively in a fast-paced environment.
- Knowledge of relevant long-term care regulations and clinical standards.
- Physical Requirements:
- Ability to sit, stand, and walk for extended periods.
- Ability to lift up to 10 lbs. and perform occasional bending and reaching.