Director, Client Engagement

Abarca Health•San Juan, PR

4d•Hybrid

About The Position

Abarca is seeking a Director of Client Engagement to lead client relationships for US-based accounts. This role involves overseeing a team dedicated to providing high-quality customer service and expanding existing business. The Director will collaborate with the VP of Client Success to develop strategies for optimal client service, ensuring strict operational compliance with contracts and regulatory requirements. The company is focused on revolutionizing healthcare through technology, particularly in pharmacy benefits.

Requirements

Bachelor's Degree or Master's Degree in a related area (equivalent relevant work experience may be considered in lieu of a degree).
10+ years of experience in Medicare Operations, Client Management, Pharmaceutical Management, Project Management, or other related experience.
Experience with PBM Operations, Member Services, Pharmacy Networks, Fulfillment, Call Center, and Medicare Part D.
Experience in presenting to clients, partners, internal stakeholders, and other audiences within the industry.
Excellent oral and written communication skills.
Must be able to access and navigate each department at the organization’s facilities.
Sedentary work that primarily involves sitting/standing.

Responsibilities

Establish and maintain multi-level relationships with key clients and identify business expansion opportunities and strategies.
Lead Account Executives in providing superior client service and act as a liaison between clients, the team, and internal partners.
Enhance and build relationships with key decision-makers at the client to better understand the value of working with Abarca Health.
Ensure client relationships, needs, and requests are managed in a timely and high-quality manner.
Own the coordination and delivery of business reviews to clients.
Track and provide visibility internally and with clients regarding meeting client deliverables (SLAs, overall goals, service requests).
Understand client challenges, discuss them internally, and identify solutions in a consultative manner.
Develop annual business plans and manage monthly, quarterly, and annual performance to achieve targets while ensuring compliance with all applicable laws, regulations, policies, and procedures.
Work with the VP of Client Success to develop and maintain a portfolio of improvement opportunities, including technology-based solutions, and build business cases to present to stakeholders.
Lead, mentor, and provide growth and development opportunities to direct reports, and upgrade talent as necessary.
Collaborate with cross-functional teams to execute projects and deliver the highest quality of service for all clients and partners.
Support sales efforts as a representative of the Client Team, client PBM related initiatives, and other assigned initiatives.