Overview
As part of the Client Services team, the Client Services Manager I (CSMI) will be responsible for managing communications between a variety of vendors, internal departments, and FMH clients. This role includes supporting with resolution of client escalations/inquiries, coordination between various parties, ensuring smooth operational efficiencies, and high client satisfaction. The ideal candidate will have strong communication skills, a thorough understanding of the specialty pharmacy landscape, and experience working with PBMs, specialty pharmacies, and health plans.
Specifics
The specific responsibilities for this role include, but are not limited to:
- Build and maintain strong relationships with clients to understand their needs and ensure they receive optimal service.
- Investigate and diagnose problems, coordinating with internal teams and external partners as necessary.
- Develop and implement solutions to prevent future issues and improve overall client satisfaction.
- Facilitate clear and effective communication within the organization as well as between clients and PBMs, health plans, and specialty pharmacies.
- Ensure that all parties are informed of relevant updates, changes, and issues.
- Proactively identify potential issues and work to resolve them before they escalate.
- Collaborate with internal teams, including Program Architecture, Operations, and Technical Support, to address client needs.
- Assist the Client Inquiries Team with member inquiries and escalations promptly and effectively, ensuring issues are resolved to the client's satisfaction.
- Track and report on the status of client issues and resolutions.
Qualifications
- 1-3 years of experience in a client-facing role.
- 1-2 years of experience in the specialty pharmacy, health plan pharmacy department or PBM space.
- Strong communication and interpersonal skills.
- Effective organizational skills as well as excellent management and prioritization skills
- Excellent PC skills including Microsoft Office and Excel.
- Excellent verbal and written communication and presentation skills.
- Strong analytical and problem-solving skills.
- Proven ability to work cross-functionally with different teams, both internally and externally.
- Demonstrates a level of operational understanding in analytical thinking, process development and improvement, problem solving, communication, and planning that will drive organizational efficiencies and client satisfaction.
- Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity.
Benefits & Perks
- Comprehensive healthcare coverage, including medical, dental, vision
- Paid holidays and unlimited paid time off
- 401(k) savings plan with company match
- Remote and in-office flexibility