Client Services Director - Des Moines

            JOB DESCRIPTION

 

 

Job Title:  CLIENT SERVICES DIRECTOR

 

 

SUMMARY:

 

Serves as the primary liaison between Catalyst Rx and its clients.  Ensures a smooth implementation of pharmacy benefit management programs and provides superior proactive, consultative account management with a focus on improving the bottom line.

 

ESSENTIAL FUNCTIONS:

 

Serves as the primary Catalyst Rx contact for strategic and high-level management of assigned accounts.

 

· Plans and manages assigned accounts according to an agreed upon strategy with the goal of retaining >90% of client lives. 

 

· Maintains documentation of most current benefit design, including exclusions, inclusions and co-pay structure and ensures that information is accessible to help desk personnel.  Documents plan change requests from clients and obtains appropriate approval, updates the Benefit Design Summary on the web, confirms the plan change is completed and accurate.  Reviews Benefit Design Summary document at least annually with client and receives appropriate client signatures of approval.

 

· Maintains consistent and regular client communications.  Prepares quarterly client status briefs, including identification of cost drivers, recommendations for cost savings opportunities, utilization reports, Rx Updates, Catalyst Rx news. Conducts regular on-site or telephonic client meetings to proactively review client benefits and drug utilization.

 

· Establishes multiple corporate relationships and participates in client sponsored events/charities.  Cultivates in-group growth through these relationships. 

 

· Works with Vice President on rebid worksheets and renegotiates contracts with clients to obtain extended agreements while losing as little profitability as possible. 

 

· Understands and executes the client contract according to the terms and conditions, including but not limited to the monitoring and reporting of performance guarantees.

 

· Stays abreast of industry trends and developments and demonstrates strong communication skills in presenting these to clients.

 

· Manages and mentors the Representative and/or Coordinator assigned to accounts.

 

· Supports client open enrollment process by preparing communication materials and attending open enrollment meetings.

· 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.

 

· Assists in the development of client specific implementation plans and manages overall client implementations, including but not limited to written signature of approval by the client of the Benefit Design Summary within 30 days of the client’s effective date with Catalyst Rx. 

 

· Provides regular feedback to management team regarding client requirement status and business development opportunities.

 

· Provides training, support and direction to customer service representatives as necessary.  Updates the web tool with appropriate client specific information, e.g. member communication materials, formulary exceptions, exception documents.  Educates and assists clients in using help desk for day-to-day inquiries. 

 

· Assists in client training for remote system access and reporting.

 

· Participates in sales preparation meetings and finalist sales presentations as necessary.

 

· Ensures quick response and follow-up to client inquiries, including returning phone calls and emails within 2 hours and attempted resolution of all issues in less than 48 hours.  Follows-up with client within 24 hours after issue resolution.

 

· Regularly attends and actively participates in company meetings as requested.

 

· Participates as preceptor/mentor to new staff as requested.  Assists in the development of training topics and materials for coworkers.

 

· Exhibiting compliant and ethical behavior in the performance of job responsibilities, including complying with all applicable federal and state laws and regulations, HealthExtras Code of Conduct, Business Ethics Policies and Procedures and other polices and procedures applicable to position.

 

· Actively participating in HealthExtras’ Compliance and Ethics Program, including attending annual compliance and ethics training and reporting suspected violations of the law or HealthExtras polices and procedures via HealthExtras Procedures for Reporting Incidents of Possible Improper Employment Practices, Misconduct, or Improper Financial/Accounting Practices.  

 

· Performs other duties as assigned to meet corporate objectives.

 

· Provides support to other departments as requested.

 

· Significant travel required.

 

QUALIFICATIONS:

 

Bachelor’s Degree and 3+ years related experience preferred, equivalent combination of education and experience considered in the PBM industry with specific emphasis on client implementation and account management and proven success in the healthcare, managed care, or pharmaceutical industries.  Drug knowledge a plus. Must have strong management, implementation, communication, and interpersonal skills.