The Director of Client Services is responsible for the staffing and direct supervision of and will be accountable for the training and development of account managers and account executives. The Director of Client Services develops and enhances relationships with Serve You Rx business partners (third party administrators and brokers). The Director of Client Services interacts with senior management to develop and implement initiatives consistent with Serve You Rx goals and objectives and will work closely with the Director of Benefit Administration to ensure seamless client implementations and execution of ongoing service.
Essential Duties and Responsibilities
Hire, train, assess, develop, and supervise staff within the client services department, including account executives and account managers.
Ensure that company policies and procedures are introduced, understood, documented and followed by department staff.
Develop strong internal relationships with managers in other departments to ensure that client needs are prioritized appropriately across the organization.
Develop and implement metrics and goals for individual staff members that contribute to departmental and company objectives.
Track, measure, and report on department and individual staff performance to senior management according to company policies and guidelines.
Actively participate in and contribute to corporate initiatives, projects, and committees as assigned.
Enhance existing strategic relationships to achieve Serve You Rx growth and profitability goals and identify and refer new potential strategic partnerships to senior management and sales.
Assist client services staff to gain influence within existing accounts and access to the executive decision makers for the long-term profitable retention of Serve You Rx clients.
Lead the strategic planning for designated clients and strategic business partners including education and promotion of Serve You Rx products and services.
Position Serve You Rx capabilities to drive growth and retention goals with strategic partners.
Achieve retention and profitability goals with strategic partners and overall book of business.
Implement process improvement initiatives within department and provide recommendations to internal and external partners to ensure consistent use of industry and operational best practices.
Support client services staff to lead customer audit activities to ensure designated targets are met and delivered timely and accurately.
Lead department RFP process on new and existing relationships ensuring repeatable client assignments and standardized proposal responses.
Lead development and strategy for finalist presentations for the retention of strategic accounts and to assist sales in winning new business.
Serve as a consultative business partner to strategic clients/partners on escalated issues.
Maintain knowledge of current events and engage strategic partners proactively with direct or indirect industry changes which impact their business.
Serve as the PBM industry expert with strategic clients and business partners.
Lead Client Services team on strategic planning and meetings to ensure retention of clients and business partners.
Education and Experience
Bachelor’s degree or combination of education and work experience
5 years client-related benefits experience working with self-funded employers and third party administrators
Previous PBM experience
Demonstrated leadership experience
Valid driver’s license and have access to reliable transportation to conduct business meetings.
Strong verbal and written communication skills; ability to speak clearly and effectively convey complex or technical information at the executive level
Strong time management, organizational and prioritization skills
Proficient in Microsoft Office suite, including Microsoft Word, Excel, Outlook and PowerPoint
Comprehensive business understanding of the PBM industry
Ability to write a strategic account business plan
Sitting for extended time periods (between 8-10 hours/day).
Operate typical office equipment such as a computer, telephone, copy machine, etc.
Telecommuting is allowed.
Internal Number: 123456
About Serve You Rx
Serve You Rx, Serve You DirectRx Pharmacy, and Serve You DirectRx Specialty Pharmacy are operated out of our corporate office located in Research Park, Milwaukee, Wisconsin. Our location off the Watertown Plank Road exit from U.S. Highway 45 N, near the Milwaukee Zoo, provides plentiful free surface parking directly outside facility doors, scenic walking trails with seating areas for outdoor breaks, a wide variety of restaurants and shopping nearby, easy freeway access, and food trucks in the park when the weather permits.
Since 1987, Serve You Rx has been the pharmacy benefit manager of choice for benefit and insurance brokers and
consultants and their clients, including employers, unions, coalitions, and governmental entities, as well as third party administrators who are looking for a partner to effectively manage prescription drug costs.
Benefits: paid time off (vacation/sick/personal), paid holidays, 401(k) with company match, health, dental & vision insurance, opportunity to earn your pharmacy technician certification (test paid for by company), company-paid life, short term & long term disability insurance, flexible spending & health savings accounts, gym membership reimbursement, and paid bereavement and jury duty leave