Healthcare Client Service Manager

RxSense is a high-growth healthtech company empowering clients and consumers with technology to access lower cost prescription drugs. Its transformative cloud-based enterprise platform enables clients to take control of their pharmacy benefits with fast, flexible and customizable solutions and real time data insights to improve operational and financial performance -- and ultimately deliver better care to patients nationwide. RxSense also owns and operates SingleCare, a free prescription savings service that offers consumers access to consistently low prices on prescription drugs. Through its partnerships with the country's largest pharmacies and grocers, including CVS, Walgreens, Walmart, Kroger and Albertsons, SingleCare improves access and adherence to more affordable medications and has helped millions of Americans collectively save over $8 billion on their medications.

RxSense is a great place to work! Our company has earned recognition as one of Fast Company's Most Innovative Companies, Forbes' Top Startup Employers, Modern Healthcare's Best Places to Work in Healthcare, and Inc's Best in Business and Best Workplaces.

Summary:

The Service Delivery Manager is responsible for client retention, fostering relationships which promote organic growth, and customer satisfaction through the building of long-term, mutually beneficial partnerships with existing clients. They serve as the primary point of contact for all operationally focused inquiries received from clients and must possess exceptional communication, reasoning, negotiation and presentation skills. Experienced relationship management skills as well as the ability to expertly solve problems and think critically in a fast-paced environment are required. Service Delivery Managers are accountable for relationship development and service satisfaction between RxSense and its clients starting in the implementation phase and throughout the life cycle of the RxSense-Client relationship. This role requires coordinating and leading frequent interactions with subject matter experts across the organization and our clients. A thorough understanding of the PBM environment and broader healthcare system is a plus.

Primary Job Duties & Responsibilities:

• The primary point of contact for the day-to-day management of service and support requests received from business partners as well as all other operationally focused initiatives between RxSense and its established clients.
• Understand client's goals and provide strategic direction based on their knowledge of RxSense's platforms and capabilities.
• Build and maintain exceptional relationships with internal and external business partners including, but not limited to, prioritizing systems enhancement and features, executing impact analysis following the resolution of configuration and technical deficiencies.
• Serves as the client's primary point of contact relative to all technical and operational matters.
• Collaborate with product, engineering, and functional teams to deliver system enhancement and features requested by business partners within the agreed upon SLA.
• Acts as a functional subject matter expert with regards to all relative system functions including claims processing, eligibility, file management, benefits administration, claim and drug pricing, non-consultative clinical logic, data analytics, and platform UI/UX.
• Support client onboarding procedures.
• Maintain immaculate organization within email, ticketing and reporting systems, and all client-relevant documentation.
• Initiate and lead interactions with internal peers and business partners through phone, e-mail and multiple web-systems on a daily basis to sustain the progression of issue resolution.
• Attend meetings as needed.
• Effectively communicate with several multi-functional personnel and leaders affiliated with RxSense and its business partners.
• Maintain and excel in on-going training efforts as required by the introduction of new products, enhancements to existing products, introductions of new work processes and process improvement efforts.
• Set work priorities without supervisor assistance and work independently as well as collaboratively on a team.
• Identify and notify responsible entities of operational problems and/or inefficiencies.
• Availability to work nights, weekends and holidays and called upon by the needs of the business.
• Support team members and participate in team activities to help build a high-performance team.
• Develop strong internal relationships and contacts within the company that are supportive of the achievement of client service requirements including attainment of performance guarantees and minimization of performance penalty expense.
• Demonstrate flexibility in areas such as job duties and schedule to aid in better serving our client's business and operational goals.

Education and Work Experience:

• Bachelor's degree in management information systems, project management, healthcare administration, or similar training and/or experience.
• 6+ years in related B2B client service role.
• 6+ years within the PBM industry, including understanding of pharmacy benefit strategies, is preferred.
• Excellent keyboard and navigation skills and ability to learn new computer programs.
• Proven background in software-based front-end-user support.
• Expert ability with Microsoft Office (Word, Excel, PowerPoint, Access, Publisher, Outlook, Internet Explorer)

Salary Range: $90,000 - $115,000

RxSense believes that a diverse workforce is a more talented and productive workforce. As such, we are an Equal Opportunity and Affirmative Action employer. Our recruitment process is free from discriminatory hiring practices and all qualified applicants are considered for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity, ancestry, age, or national origin. Neither will qualified applicants be discriminated against on the basis of disability or protected veteran status. We believe in the strength of the collaboration, creativity and sense of community a diverse workforce brings.