Account Manager - Express Scripts

The Account Manager in Sales and Account Management and Client Services is responsible for daily account activity and for the core service delivery to assigned clients. Managing the day-to-day client relationship, the Account Manager is responsible for the overall satisfaction and retention of assigned book of business. The primary focus for the position is executing client-specific operational deliverables, monitoring service trends, providing proactive service-related consultation, and owning issue resolution.

The primary measure of the Account Manager’s performance is by way of client satisfaction and client retention results. In addition, this position assists in managing new accounts and products, to ensure satisfaction, profitability, and contract renewal. The Account Manager is responsible for tracking operational performance guarantees and maintaining documentation for client review. Utilizes technology, tools, processes and resources to anticipate and exceed clients needs and expectations.

The individual works with the Leadership team on developing strategies for up-sells, expansion and plan implementation for new and existing clients.

ESSENTIAL FUNCTIONS

• Manages day to day client relationships through comprehensive knowledge of client’s benefit plan and Express Scripts Canada’s product offerings.

• Daily interacts with clients, consultants and producers providing preventative consultation,

• analysis and issue resolution associated with Express Scripts core services.

• Responsible for timely and accurate management and execution of all client benefit requests, including benefit changes, product up-sells, new groups, terminations and escalated issues.

• Proactively monitors and identifies service trends to allow for immediate resolution of any service issues; collaborates and takes immediate action to resolve operational/service-related issues; escalates issues when appropriate and drives recovery efforts.

• Accountable for new group and specific product implementations; including establishing and

• leading internal meetings to ensure cross-functional collaboration in order to meet expected timelines and quality standards.

• Leads client centric team meetings to review operational performance against client’s expectations and needs.

• Presentation of operational performance metrics to clients on a monthly and/or quarterly basis to show specific performance measures in comparison with company’s book of business to promote client satisfaction, client retention and up-sell opportunities.

• Work in collaboration with the rest of the Account Management team and the Client Service team on client strategic objectives and escalated service issues.

• Special projects as assigned

QUALIFICATIONS

• Post-secondary education or equivalent in related work experience

• 5+ years experience in a business-to-business service relationship

• Experience in Health Care Insurance and or Benefits Industry is considered a strong asset

• Excellent interpersonal skills to influence and facilitate change management

• Proven planning, time and resource management skills

• Strong Project management skills and proven ability to excel at strategic thinking and planning

• Superior interpersonal communications, collaboration, relationship-building and influencing skills

• Excellent verbal and written communication and presentation skills;
  Bilingual (fluent in French and English) would represent a strong asset

• Strong analytical and problem-solving skills

• Strong focus on book of business client satisfaction and client retention results

• Ability to work cross-functionally to proactively communicate and to resolve issues with the highest sense of urgency

• Strong proficiency with Microsoft Office suite of tools

• Working knowledge of financials

• Ability to travel between 20%-30% of the time to meet goals

NOTE:
Internal candidates should apply before May 31, 2024.

Express Scripts Canada is a Cigna company

Express Scripts Canada is a subsidiary of Express Scripts, a Cigna company. Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, wellbeing and peace of mind of those we serve. Cigna offers an integrated suite of health services through Cigna,…