What are the responsibilities and job description for the Director, Client Success position at AffirmedRx, a Public Benefit Corporation?
AffirmedRx is on a mission to improve health care outcomes by bringing clarity, integrity, and trust to pharmacy benefit management. We are committed to making pharmacy benefits easy to understand, straightforward to access and always in the best interest of employers and the lives they impact. We accomplish this by bringing total clarity to business practices, leading with clinical approaches, and utilizing state-of-the-art technology.
Join us in improving health care outcomes for all! We promise to do what's right, always.
Position Summary:
The Director of Client Success is responsible for providing best in class service and managing relationships between clients, consultants, brokers, and partners. Developing relationships with cross functional partners and external vendors to work effectively in a highly matrixed environment, while increasing clarity of the pharmacy benefit. The Director of Client Success will also lead a group of Strategic Client Success Partners.
What you will do:
Client Management:
AffirmedRx is committed to providing equal employment opportunities to all employees and applicants for employment. Remote employees are expected to maintain a professional work environment free of distractions to ensure optimal performance and collaboration.
Join us in improving health care outcomes for all! We promise to do what's right, always.
Position Summary:
The Director of Client Success is responsible for providing best in class service and managing relationships between clients, consultants, brokers, and partners. Developing relationships with cross functional partners and external vendors to work effectively in a highly matrixed environment, while increasing clarity of the pharmacy benefit. The Director of Client Success will also lead a group of Strategic Client Success Partners.
What you will do:
Client Management:
- Provide oversight of client account management team with a focus on member and client satisfaction, trend management, client retention, and regulatory compliance
- Responsible for developing Executive to Executive relationships with strategic clients
- Maintain regular contact with clients, client representatives, and other internal members of the account team regarding ongoing pharmacy operations
- Lead development of client relationship strategy plans
- Participate as needed in meetings with clients, prospects, consultants, and brokers in support of client needs, retention, and new business development
- Participate in client webinars, training, and other forums to educate
- Establish and develop relationships with key client decision-makers, understand their healthcare strategy and goals, determine how AffirmedRx can best help them achieve their desired results
- Maintain an understanding of industry trends and provide clients with insights and recommendations
- Meet with clients to discuss trends, review relevant pharmacy data, and provide recommendations with supportive rationale for strategies
- Support client discussions on clinical trends, review relevant pharmacy data, and provide recommendations with supportive rationale for clinical and plan management strategies
- Lead development of client relationship strategy plans
- Monitor key performance indicators and facilitate timely interventions
- Analyze and evaluate pharmacy benefit reporting and create ad-hoc reports as requested
- Develop and maintain department process and procedures
- Foster cross functional and inter-professional work teams to drive results in support of the strategic plan of the organization
- Partner with client team members and internal support teams to provide best-in-class member and client service
- Collaborate with cross-functional teams to support sales, reporting, proposals, and formulary initiatives
- Partner with implementation leaders and the analytics team to provide quality service and intelligence that preserves high satisfaction and retention scores
- Identify and contribute to process improvement efforts within the team
- Provide guidance on internal and external collaborative projects and needs
- Lead, coach and mentor team of Client Success Strategic Partners
- Lead key internal operations initiatives and general business needs/operations, as required
- Requires a minimum of BA/BS and a minimum of 5 years of Pharmacy/PBM experience
- A minimum of 10 years of managing/leading a diverse team of individual contributors and ensuring goals, service metrics and projects are completed timely and accurately
- Experience in Client-Facing roles, solving complex customer problems, managing escalations and serving as a point of contact for team members
- Pricing and analytics expertise strongly preferred in the pharmacy benefit industry
- The ability to collaborate respectfully with others across departments
- Strong oral, written, and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills
- Willingness and ability to travel (20%-40%)
- To impact industry change in the pharmacy benefits management space, while delivering the highest quality patient outcomes
- To work in a culture where people thrive because when OUR team thrives, OUR business thrives
- Competitive compensation, including health, dental, vision and other benefits
AffirmedRx is committed to providing equal employment opportunities to all employees and applicants for employment. Remote employees are expected to maintain a professional work environment free of distractions to ensure optimal performance and collaboration.