Manager, Client Integration Support

Southern Scripts•Minneapolis, MN

About The Position

The Manager, Client Integration Support leads the Client Integration Support function for RxCompass, including direct oversight of the Account Coordinator team. The role ensures clients receive structured, consistent support during implementation, go-live, and the early lifecycle of the RxCompass program. It establishes processes that provide visibility into member progression, program performance, client requests, open issues, and key milestones. The Manager partners with Business Integration, Implementation, Client Experience, Operations, Analytics, and vendor partners to coordinate work, resolve issues promptly, and support successful transitions from implementation to ongoing program operations. The role is accountable for team performance, client support standards, reporting consistency, escalation management, cross-functional coordination, and continuous improvement of the early client lifecycle experience. This is a full-time, salary/exempt position. Some flexibility in hours is allowed, but availability is required during core hours of 8:00 AM to 5:00 PM CT. Work times must accommodate client meetings across time zones, and extended hours, weekends, and holidays may be required in accordance with industry demands. Travel up to 20% may be required based on client and business needs.

Requirements

3–5 years of people leadership, coaching, and team development experience or skills.
Strong client-service orientation and stakeholder management skills.
Excellent organization, communication, and follow-through.
Ability to manage multiple priorities, client deliverables, and competing deadlines.
Strong analytical skills and comfort working with operational and member-level reporting.
Ability to identify risks, barriers, and trends and drive issues through resolution.
Strong cross-functional leadership and problem-solving skills.
Ability to establish structure and accountability in an evolving environment.
Strong sense of urgency, ownership, and attention to detail.
Experience supporting client implementations, onboarding, or post-implementation operations.
Experience with operational reporting, performance tracking, and process improvement.
Ability to work during core hours of 8:00 AM to 5:00 PM CT and adjust work times to cover meetings across time zones; ability to work extended hours, weekends, and holidays in accordance with industry demands.
Bachelor’s degree in business, Healthcare Administration, Pharmacy, or a related field preferred.
5+ years of progressive experience in pharmacy benefits management, specialty pharmacy, healthcare operations, client implementation, client services, or a related healthcare environment preferred.

Nice To Haves

Prior leadership or supervisory experience preferred.
Knowledge of care navigation, specialty pharmacy, patient assistance programs, or related pharmacy-support programs preferred.
Bachelor’s degree in business, Healthcare Administration, Pharmacy, or a related field preferred.
5+ years of progressive experience in pharmacy benefits management, specialty pharmacy, healthcare operations, client implementation, client services, or a related healthcare environment preferred.

Responsibilities

Provide direct leadership and oversight of the Account Coordinator team; establish priorities, workflows, service standards, and performance expectations; coach and develop team members; manage workload distribution and coverage; and promote accountability, responsiveness, consistency, and strong client service.
Oversee client support throughout implementation, go-live, and early post-go-live stabilization, including maintaining a structured 30-, 60-, and 90-day support model.
Ensure client requests, deliverables, timelines, open issues, and action items are tracked through resolution, and ensure effective handoffs among Business Integration, Operations, Client Experience, and other stakeholders.
Identify barriers affecting successful client integration and drive appropriate escalation and resolution.
Oversee reporting that provides visibility into member progression and early program performance.
Ensure appropriate tracking of milestones, including opportunity identification, outreach and engagement, potential savings, enrollment, prior authorization activity, transition-of-care or bridge-fill needs, shipping status, and transition to maintenance.
Ensure reporting and 30-, 60-, and 90-day program summaries are accurate, consistent, and timely; identify trends, risks, and barriers requiring action or leadership visibility.
Partner with Business Integration, Implementation, Client Experience, Operations, Analytics, and vendor partners to support successful client integration.
Serve as an escalation point for client and member-level issues during implementation and the early lifecycle; drive ownership and follow-through on issues affecting client experience, member progression, or program performance.
Ensure significant risks, dependencies, and unresolved items receive appropriate visibility.
Develop and maintain standardized workflows, documentation, tracking tools, and processes for Client Integration Support.
Identify opportunities to improve client onboarding, reporting, and implementation-to-operations handoffs; address recurring client or operational barriers cross-functionally and support scalable processes as the RxCompass client base grows.
Attend and complete required HIPAA training and demonstrate competency; comply with obligations related to Protected Health Information (PHI); report discovered HIPAA violations to the Compliance Department.
Perform other duties and responsibilities that may change or be assigned, with or without notice.