Act as primary day-to-day contact for assigned client book of business Work collaboratively with extended client services team to drive high client satisfaction Acknowledge and respond timely to all client requests and keep them updated on status of projects and other item resolution Support new pbm sales growth goals and maintain existing client retention Coordinate group implementation and management with sales, support services, operations, and client services functions of the company Testing of benefit plan designs Monitor all project timelines to meet client deliverables Manage and lead regularly scheduled client meetings, including agendas and meeting notes Maintain and track client action log for all clients Maintain client satisfaction throughout plan implementation, post-implementation and all other related service activities Build and foster relationships with client contacts through quality service delivery Manage the resolution and status of all client requests Provide consultative support to other operational departments by researching issues Perform user-acceptance testing on system enhancements including creating test plans, documenting and communicating test results Research and provide timely and accurate resolution of system issues Document and communicate system impacts to affected user groups Ensure performance guarantees stated in the client contracts are being tracked and met if applicable to account management Ensure all client documentation is maintained and updated timely, including but not limited to the bsf, qc and issue/action tracking log Oversees the maintenance of external file submissions (i.eEligibility, accumulators, etc) Participate in taskforce or work groups as requested to support department or inter-departmental initiatives Participate in quarterly plan benefit review meetings as needed (via phone or in person) Contact pharmacies to resolve point-of-sale issues Other duties as assigned
Bachelor’s degree in health administration, business or related field strongly preferred; proven industry experience will be acceptable in lieu of degree
An intelligent and articulate individual who can relate to people at all levels of an organization and possesses excellent communication skills An excellent facilitator who is experienced in resolving conflicts between different parties to a dispute A decisive individual who possesses a strategic focus as well as an operational, implementation and detail oriented perspective A strategic planner with sound technical skills, analytical ability, good judgment and strong operational focus Ability to work with peers in a team effort Demonstrated ability to manage multiple priorities and deadlines A well-organized and self-directed individual who is able to work with minimal amount of supervision Capability to efficiently complete tasks in a fast paced environment
Must demonstrate strong negotiation and communication skills Experience preparing and interpreting reports Proficient in microsoft office and industry related software programs Ability to work extended hours, weekends and holidays pursuant with industry demands Willingness to travel
Includes both a typical office environment, with minimal exposure to excessive noise or adverse environmental issues, and occasional local and/or overnight travel, including exposure to heat, cold, and inclement weather conditionsMode of transportation for travel typically will include automobile and plane.
Ability to sit for prolonged periods of time.
Detail oriented: capable of carrying out a given task with all details necessary to get the task done well
Flexibility: inspired to perform well when granted the ability to set your own schedule and goals
Equal opportunity employer/protected veterans/individuals with disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicantHowever, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information41 cfr 60-1.35(c)