Manager, Client Issue Management

Rx Benefits is hiring! The Issue Management Manager is uniquely positioned to ensure the success of people, projects, and processes to deliver upon and exceed client expectations. The Manager, Client Issue Management oversees the client issue management tool, as well as a Triage Analyst, and will report to the Sr Program Manager, Continuous Improvement. This role will have focused responsibilities leveraging data to analyze and forecast customer needs and outcomes while also serving in a key capacity to drive improved service and recovery for all client relationships.

This role will collaborate across teams within Rx Benefits to identify improvement opportunities to create a company-wide issue management process and adoption of root cause analysis as standard practice. The Manager, Client Issue Management will oversee the success of the issue management process and mitigation. The successful candidate will be a proactive, organized, and innovative individual capable of directing and improving our business processes.

• Create a company-wide client issue management process and align the organization to this. Facilitate forums to create visibility of performance and risk identification and mitigation. This needs to become the central point of measuring, reporting, & mitigating risk to our clients. Root cause analysis is key to feed our growth and scalability.
• Serve as the key risk manager for the customer. Ensure root cause analysis are completed for all necessary issues, that outcomes result in change, discoveries are shared, and that trend analysis is regularly compiled and communicated to leaders.
• Proactive identification, analysis, tracking and assistance to resolve complex issues ensure process adherence across the company to avoid future occurrence.
• Communicate risks, dependencies, resourcing, issues, critical milestones, and actions necessary to succeed.

• Oversee Issue Management Triage Analyst through proper root cause analysis strategies, documentation and communication that enhance overall performance encompassing the right people, process, and tools.
• Ensure timely communications, customized for various audiences and stakeholder groups, to ensure critical knowledge is disseminated across the organization.
• Effectively role model the commitment and behaviors needed to meet the Company’s aggressive growth and retention goals including leveraging data & corporate strategy to prioritize the right projects.

• Identify and develop strong relationships within Rx Benefits functional areas, leveraging these relationships to drive consistent, connected processes and expectations. This role is a key thread that supports collaboration and connection in how we work and deliver operationally. Our ability to influence organization-wide process is key to our success as a company.
• Ensure Continuous Improvement team has visibility into trends to assist with process change.
• Participate in the annual process improvement roadmap and initiatives, working with key leaders while assessing strategic priorities, financial impact, and other outcomes. Ensure recommendations clearly illustrate potential value, ROI, identified risks, impacts, dependencies and constraints.
• Maintain working knowledge of all Rx Benefits service offerings, products, and strategic goals, leveraging this knowledge to assess and prioritize recommended process improvement efforts.

• Bachelor’s degree or commensurate experience required.
• 7+ years in operations, process, improvement role with management expertise.
• 5+ years of experience in issue management, risk management.
• 5+ years of experience in pharmacy benefits or related industry.
• Six Sigma yellow belt certification…