Account Manager

About the role

This position is responsible for leading and managing all operational aspects of servicing and retaining clients. Ensures consistent customer satisfaction during the life cycle of the client from Implementation, Business Relationship Management and Renewal by leading and collaborating with their assigned client team and continually interacting with customers and consultants. The Account Manager is ultimately accountable for ensuring consistent customer satisfaction, delivering successful projects, building, and maintaining solid business relationships and successfully executing the delivery of additional revenue to Sav-Rx. They are also responsible to ensure products, services and project deliverables are consistent with client service agreements, appropriate service levels are achieved, project timelines and deliverables meet client requirements, issues are identified and resolved timely, and client satisfaction is achieved throughout the life cycle of the client relationship.

Responsibilities

• Develops, builds, and maintains solid client business relationships beginning with a positive on-boarding experience and continuing throughout the life cycle of the client, including clear rules of engagement, orientation, and adherence to Sav-Rx processes and services, communication of client commitments and expectations to internal partners, and successful management of the client’s day-to-day operations and new implementations
• Ensures appropriate levels of service and operational support to assigned clients by understanding and championing clients’ operating requirements throughout the organization, including client business model, targeted markets, benefit design objectives, pharmacy network composition, overall claims adjudication expectations, reimbursement methodologies, metrics, and reporting tools
• Proactively maintain and improve upon service performance levels and works across the organization to expeditiously resolve issues, escalate service recovery efforts, provide timely feedback to internal and external customers, raise customer satisfaction levels, and ensure that service gaps & lessons learned are incorporated into the client performance and planning strategy processes
• Actively leads members of the core client team, and members of the extended team, in successfully meeting client needs and delivering flawless fundamentals during the business relationship management and renewal phases
• Adheres to strict procedural and quality standards, including thorough and accurate documentation, testing protocols, claims analysis, and thorough understanding of client technical and service specifications
• Relies on experience, judgment, business & systems knowledge, and technical skill to plan and accomplish goals
• Participates in the implementation process for the onboarding of new business for existing clients, helping with timely and accurate documentation/sign off the Implementation Questionnaire and other related documents, communication of client commitments, interpreting and providing context for client requests, ensuring appropriate review and customer sign-off
• Manages the client and consultant in compliance with the client service agreement eliminating any risks to Sav-Rx for non-adherence
• Pairs with multiple business units and teams to ensure the accuracy of claims adjudication set ups
• Understands, documents, and communicates clients’ technical and service specifications across the organization
• Analyzes claims results and identifies discrepancies, inaccuracies, anomalies, and unexpected consequences
• Takes accountability for expeditious resolution of adjudication configuration issues identified during the implementation process
• Provides regular feedback to management team regarding client requirement status and business development opportunities to improve operational efficiencies
• Proactively identify and recommend solutions for client and operational improvements

Qualifications

• BS/BA and 2+ years’ experience or equivalent combination of education and experience
• Intermediate to advanced skill set in MS Office, Word, Excel, PowerPoint, Project, and Outlook
• Experience as a user of multiple business software applications is required

Skills

• Reasoning Ability
• Mathematical Skills
• Language Skills
• Composure
• Decision Quality
• Organizational Agility
• Problem Solving
• Customer Focus
• Drive for Results
• Peer Relations
• Time Management
• Dealing with Ambiguity
• Learning on the Fly
• Political Savvy

Physical Demands

• Sitting
• Standing
• Walking
• Lifting up to 25 pounds
• Using hands to finger, handle, or feel and reach with hands and arms

Work Environment

• Moving Mechanical Parts
• High, Precarious Places
• Fumes or Airborne Particles
• Toxic or Caustic Chemicals
• Outdoor Weather Conditions
• Risk of Electrical Shock or Vibration
• Moderate Noise Level

Work Location

This position works from a remote location. Must provide adequate support to internal clients; be available for regular interactions and coordination of work with other employees, colleagues, clients, or vendors; as well as be available to facilitate effective decisions through collaboration with stakeholders.

Working Hours

Typical core business hours are Monday through Friday from 8:00am to 5:00pm. Travel This position requires domestic travel of up to 20% of the time.