Director, Client Services

The Director, Client Services will work closely with Client Service teams and clients and serve as the internal partner to various teams within WellDyne on behalf of Clients. Responsibilities include new program set up and implementation, maintaining strong customer relations through proactive contact, plan management including plan utilization analytical reviews/service reviews, measurement of performance guarantees and other key operating metrics, and timely and accurate responses to customer needs. The Director, Client Services will partner with Client Services leadership to create, establish, and drive standard operating process within the Client Services team and ensure Client Services is a key stakeholder in the Enterprise Workflow Management process.

Essential Duties & Responsibilities

• Facilitator/leadership role in the renewal process of existing clients
• Lead teams with ownership of client relationships, training and mentoring to ensure client satisfaction
• Ownership of the business process workflow for new and existing clients including facilitating meetings with internal departments and collection of all needed deliverables
• Provides performance guarantee/contract adherence and oversight for designated accounts on a scheduled basis including use of plan management and reporting tools both internally and externally
• Provides sales support to include but not limited to BAFO on-sites, training, marketing collateral review and RFP responses
• Partner with the training department to ensure all training materials for Client Services is up to date and Client Services Processes are documented
• Facilitates interdepartmental relations and communication as it specifically relates to Client Services accounts including finance, IT, clinical, operations and other departments as needed, in order to establish an understanding of client needs for implementation and ongoing services
• Accountable for managing escalations, communications, metrics reporting and SLAs
• Participates in ongoing PBM industry and product knowledge
• High-level contact with client representative(s) including oversight of ongoing uptake strategy for account and member pull through where applicable, involvement in escalated issues and responsible for follow-through to a satisfactory and timely resolution
• Supports operational readiness initiatives
• Other duties as assigned
  
  

Education And Experience

• Bachelor’s Degree highly preferred (equivalent combination of education and experience considered.)
• Minimum of five years’ experience in customer and/or client services.
• Knowledge of and experience with Client Implementations and on-going client support and management.
• Knowledge of Sales Cycle
• Knowledge of Pharmacy Benefit Management Services
  
  

Knowledge, Skills, and Abilities

• Ability to communicate with all levels of people in a manner which illustrates superior professionalism including speaking in front of groups of people.
• Ability to assess, address and provide services to meet client needs.
• Ability to prepare for, lead and direct meetings both internal and external of various sizes. Directing includes keeping meetings on track, providing follow-up/meeting minutes, etc.
• Relationship focused, with excellent interpersonal skills for dealing with clients, peers, other department staff and management.
• Excellent written communication and documentation skills.
• Ability to manage multiple projects to successful conclusion, including measurement of milestones and alerting project participants to outliers and project status at any time.
• Advanced project planning skills: must have the ability to use logical methods to address problems and develop solutions ensuring customer expectations are met or exceeded.
• Ability to use logical methods to address problems and develop effective solutions to meet or exceed customer expectations.
• Must have advanced attention to detail with the ability to prioritize and meet deadlines.
• Ability to analyze, interpret and organize information in a clear and concise manner.
• Analytical skills including applied arithmetic and algebra, relation of financial figures and inter-relation to medication utilization, and basic pharmacology.
• Ability to provide sequential analysis of workflow and efficiency in operational procedures.
• Must have expert level knowledge of all desktop computer applications such as MS Office including Outlook, Word, Excel, PowerPoint, and Adobe Reader/ Writer.
• Requires knowledge and use of multiple proprietary software systems and functions.
• Ability to adapt and be flexible in a variety of situations.
• Ability to multitask and possess excellent time management skills.
• Follows all policies and procedures relating to job responsibilities and participates in the development and maintenance of departmental policies and procedures for Client Services, as appropriate.
• Exhibits compliant and ethical behavior in the performance of job responsibilities, including complying with all applicable federal and state laws and regulations, WellDyneRx Code of Conduct, Business Ethics Policies and Procedures, and other policies and procedures applicable to position.
  
  

WellDyne Can Offer You

• Medical, Dental and Vision Benefits
• Medical Savings Account Options with Company match
• 401K after 90 days of employment
• Employee Assistance Program
• Life and Supplemental insurance
• Educational Reimbursement
• Paid Time Off
• Career Pathing Opportunities
  
  

Work Environment / Physical Demands

This position is in both a typical office environment that requires prolonged sitting in front of a computer and in an external environment where travel is required. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment. Travel required approximately 20% of the time.

EOE M/F/D/V