PBM Client Services Account Manager

Summary

SlateRx provides pharmacy benefit programs for employer groups, unions, public sector organizations, health systems, and other payers. The PBM Client Services Account Manager supports post-sale client success by managing assigned client relationships, handling reporting and escalations, assisting with implementations, and coordinating internal and external teams to improve customer satisfaction and retention.

Responsibilities

• Manage day-to-day relationship with assigned PBM clients
• Understand and speak to client contracts, rebates, invoicing, and reporting
• Complete reporting and data requirements based on client and team needs
• Be accountable for customer satisfaction and retention of assigned client(s)
• Maintain a comprehensive understanding of business challenges faced by customers
• Support research and data activities to drive resolution for escalated client issues, coordinating with internal and external teams as necessary
• Prioritize issues and assess escalations that may lead to client attrition risk with the Senior Account Managers and help develop a mitigation plan
• Assist with new client implementations
• Ensure all client documentation is maintained and updated timely
• Travel to client sites for Open Enrollment or Benefit Fairs as needed
• Support other operational departments by researching issues
• Assist with both standard and non-standard reporting/analytics as needed
• Research claim, eligibility, and member issues
• Contact pharmacies to resolve point-of-sale issues
• Performs miscellaneous job-related duties as assigned

Skills

• A passion for solving difficult problems together in collaboration with the broader team
• Experience in Client relationship management ensuring expectations and deliverables are documented and met, key stakeholders are informed, and client satisfaction is achieved
• Ability to work independently as well as part of an extended, cross-functional team
• Self-driven, results-oriented work ethic with a positive outlook
• Ability to take initiative with little to no direction
• Be transparent and honest in a positive, professional, and polite manner
• Outstanding communication and project management skills
• Ability to execute against competing deliverables and deadlines in a timely, high-quality fashion
• An understanding of the importance of responsiveness, relationship building and accountability
• Excellent organizational skills
• Excellent verbal and written interpersonal communication skills
• Strong PC skills including Microsoft Office products, e-mail, and the Internet
• Bachelor's degree or relevant experience
• Knowledge of the healthcare and PBM industry
• Master's degree a plus

Qualifications

Must Haves

• A passion for solving difficult problems together in collaboration with the broader team
• Experience in Client relationship management ensuring expectations and deliverables are documented and met, key stakeholders are informed, and client satisfaction is achieved
• Ability to work independently as well as part of an extended, cross-functional team
• Self-driven, results-oriented work ethic with a positive outlook
• Ability to take initiative with little to no direction
• Be transparent and honest in a positive, professional, and polite manner
• Outstanding communication and project management skills
• Ability to execute against competing deliverables and deadlines in a timely, high-quality fashion
• An understanding of the importance of responsiveness, relationship building and accountability
• Excellent organizational skills
• Excellent verbal and written interpersonal communication skills
• Strong PC skills including Microsoft Office products, e-mail, and the Internet
• Bachelor's degree or relevant experience

Nice to Haves

• Knowledge of the healthcare and PBM industry
• master's degree a plus

Benefits

• Health
• Dental
• Vision
• Life
• 401k
• Paid Time Off
• Remote with travel to client locations, internal business meetings, and other locations as needed.