PBM Client Services Account Manager

Founded by industry pioneers, Slate Rx provides simple and affordable pharmacy benefit programs to employer groups, unions, public sector groups, health systems, and other payers throughout the United States. As the industry’s only PBX, Slate Rx is creating real value for plan sponsors on day one through purchasing scale and continued management via innovation and transparency. Our model is designed to improve an out-of-touch healthcare model to make pharmacy benefits simple and affordable for plan sponsors and members.

As an Account Manager, you will serve as an integral part of the team interfacing with Clients, Account Executives, Sales, Operations and Finance team members. As an Account Manager (AM), you will be responsible for supporting the Client Services team with daily activities that enable complete post-sale success and customer satisfaction. The AM tackles day-to-day client and team needs, including escalation research, data reporting, and implementation support activities.

Additionally, the AM will carry smaller accounts to increase their knowledge and experience in customer relationship management. Customer relationship engagement begins with involvement with our customers at implementation kick-off, development and maintenance of the customer success plan and orchestrating the involvement of additional Slate Rx teams to ensure that the customer is achieving their stated business goals.

As an Account Manager your key responsibilities will include:

• Manage day-to-day relationship with assigned PBM clients
• Understand and speak to client contracts, rebates, invoicing, and reporting
• Complete reporting and data requirements based on client and team needs
• Be accountable for customer satisfaction and retention of assigned client(s)
• Maintain a comprehensive understanding of business challenges faced by customers
• Support research and data activities to drive resolution for escalated client issues, coordinating with internal and external teams as necessary
• Prioritize issues and assess escalations that may lead to client attrition risk with the Senior Account Managers and help develop a mitigation plan
• Assist with new client implementations.
• Ensure all client documentation is maintained and updated timely
• Travel to client sites for Open Enrollment or Benefit Fairs as needed
• Support other operational departments by researching issues
• Assist with both standard and non-standard reporting/analytics as needed.
• Research claim, eligibility, and member issues
• Contact pharmacies to resolve point-of-sale issues
• Performs miscellaneous job-related duties as assigned.

To excel in this role, you should possess the following qualifications:

• A passion for solving difficult problems together in collaboration with the broader team
• Experience in Client relationship management ensuring expectations and deliverables are documented and met, key stakeholders are informed, and client satisfaction is achieved
• Ability to work independently as well as part of an extended, cross-functional team
• Self-driven, results-oriented work ethic with a positive outlook
• Ability to take initiative with little to no direction
• Be transparent and honest in a positive, professional, and polite manner
• Outstanding communication and project management skills
• Ability to execute against competing deliverables and deadlines in a timely, high-quality fashion.
• An understanding of the importance of responsiveness, relationship building and accountability
• Excellent organizational skills
• Excellent verbal and written interpersonal communication skills
• Strong PC skills including Microsoft Office products, e-mail, and the Internet
• Knowledge of the healthcare and PBM industry is preferred

None

Remote with travel to client locations, internal business meetings, and other locations as needed.