PBM Client Success Associate

Rightway•Miami, FL

5d•$55,000 - $75,000•Remote

About The Position

As a Client Success Associate, you provide operational team support behind the scenes of the client relationship, working through day-to-day account and service matters and owning those issues through resolution. The Client Success Associate acts as the liaison between the client-facing client success team and cross-functional internal teams, including but not limited to member support and pharmacy navigation. Excellent communication skills are required to understand our clients' needs and support long-lasting, mutually beneficial relationships with our key business stakeholders. Client Success Associates support the client relationship through effective written and verbal correspondence, and strong listening and comprehension skills. Client Success Associates maintain a high level of client service by executing accuracy, responsiveness, reliability, and professionalism in every interaction, and demonstrate excellent service through resourcefulness and initiative. Responsibilities include managing the resolution status of routine to complex requests tied to our clients' business needs.

Requirements

Excellent organizational and time management skills.
Excellent verbal and written communication skills.
Ability to analyze, interpret, and develop solutions effectively.
Ability to work independently within a fast-paced environment with quick turnarounds.

Nice To Haves

A bachelor's degree is preferred.
A minimum of two years of client success or healthcare/PBM experience is preferred, or any combination of education and experience that would provide an equivalent background.
Experience and knowledge in healthcare, PBM, or benefits administration preferred.
Working knowledge of Excel and other Microsoft Office or Google Workspace applications preferred.
Minimal travel may be required.

Responsibilities

Case tracking and resolution — Engage internal departments, tools, and client resources, including submitting data analytics tickets and pulling and interpreting reporting dashboards, to drive outstanding issues from open to resolution while providing routine updates to the client success team. Utilize the Client Success Platform to track and complete assigned tasks.
Driving practical and creative solutions — Think critically about complex situations to find the best outcome for clients and members.
Engaging the right resources — Communicate information at varying levels of complexity and stages of progress, and bring in the internal resources best suited to drive issue resolution.
Working within deadlines and client guarantees — Drive issues to resolution promptly and help ensure all client performance guarantees are met.
Supporting the client success team — Provide operational and administrative support to client success, including prepping materials, tracking follow-up items, and maintaining ongoing documentation that keeps the client relationship running smoothly.