Account Management Lead Associate - Accredo - Hybrid (Honolulu, HI)

The Cigna Group•Honolulu, HI

9d•Hybrid

About The Position

The Account Management (Non-IC) Lead Associate is responsible for ensuring Accredo’s customers, inclusive of payers, prescribers and patients, receive superior service. This role is responsible for the overall satisfaction and retention of an assigned book of businesses. The Associate manages the day-to-day customer relationships and resolves customer complaints by investigating problems, developing solutions, preparing reports and making recommendations to management. They are accountable for core service delivery for customers, working cross-functionally with all operational teams. The Account Manager proactively reviews performance metrics to promote client satisfaction, manage contractual requirements, profitability, accounts receivables and retention. They utilize technology, tools, processes and resources to anticipate and exceed client’s needs and expectations. This role collaborates with other team members on customers’ activity, expectations, and service needs. The Associate is responsible for increasing the visibility and awareness of our organization’s service offerings and maximizing sales growth.

Requirements

Bachelor’s degree in related field or 3 to 5 years of experience.
Excellent communication, negotiation and sales skills.
Excellent PC skills including Microsoft Office and Internet experience.
Excellent verbal and written communication and presentation skills.
Strong analytical and problem solving skills.
Strong focus on book of business client satisfaction and client retention results.
Demonstrated ability managing projects, utilizing proven project management processes.
Ability to work cross-functionally to proactively communicate and to resolve issues with the highest sense of urgency.
Ability to travel overnight up to 20%.
Must be a current resident of the island of Oahu.
This is a hybrid role and requires the ability to work in person.
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

Responsibilities

Manages day to day customer relationships through comprehensive knowledge of customer’s benefit plan and Accredo’s product offerings.
Daily interaction with customers, providing preventative consultation, analysis and issue resolution associated with Accredo’s core services.
Responsible for timely and accurate management and execution of all client benefit requests, contract requirements, including benefit changes, product upsells, new groups, terminations and escalated issues.
Accountable for new group and specific product implementations; including establishing and leading internal meetings to ensure collaboration and attention to detail throughout the process in order to meet expected timelines and quality standards.
Manage and lead customer centric team meetings to review Accredo’s operational performance against client’s expectations and needs.
Presentation of Accredo’s services and operational performance metrics to customers on a monthly and/or quarterly basis to show specific performance measures in comparison with Accredo’s book of business to promote client satisfaction, client retention and upsell opportunities.
Serve as a single point of contact for customers and referral sources and respond to general inquiries, urgent requests and escalated issues in a timely fashion.
Provide collaborative prior authorization assistance.
Align and work with manager on the management and strategic direction of sales and account management.
Build positive trust relationships with new and existing customers and referral sources to influence targeted group(s) in the decision making process.
Liaise with and persuade targeted doctors to prescribe our products utilizing effective selling skills to meet sales goals. Keep accurate records and documentation for reporting and feedback.
Align and work with manager and various team members and participate in strategic sales and marketing initiatives.
Other duties as assigned.