Operations Director, Health Plans - Express Scripts - Hybrid

Cigna Group•Saint Louis, MO

3d•Hybrid

About The Position

As the Express Scripts Inc. (ESI) Health Plans Division (HPD) Operation Director (OD), you will provide operational leadership, expertise, and oversight to our complex customized clients and our front-line Account Managers. The Operations Director is responsible for developing strategies that effectively align Express Scripts’ operational services and solutions to meet the objectives of their assigned portfolio of Express Scripts clients. The position is ultimately responsible for the planning, internal coordination, implementation, maintenance, and communication of client activities and performance for their assigned book of business. This role maintains ongoing key client relationships while leading/coaching an assigned group of front-line client-facing Account Managers focused on the operational aspects of supporting clients within the assigned portfolio. This client facing OD role will report to a Sr. Operations Director (SOD) within HPD and is ultimately responsible for all day-to-day and strategic operational activity of his/her assigned HPD client portfolio ensuring that all Service Level Agreements (SLA) meet or exceed their contractual obligations; thereby driving client satisfaction and retention. This role is intended for individuals who can establish and maintain solid working relationships with leaders from both internal and external (clients, vendors, and/or consultants) departments. The ideal candidate will have a superior working knowledge and understanding of the pharmacy benefit industry/processes including, but not limited, to those within Commercial, Health Care Exchanges, Medicaid and Medicare lines of business.

Requirements

Bachelor’s degree in related field or equivalent work experience
10+ years of relevant work experience
Self-sufficient
An experienced organizational leader who can collaborate with all levels and can tailor the message with the right level of detail as appropriate
Strong executive presence
Uses good judgement and proper channels in terms of when to escalate, leveraging colleagues and leadership
Proficient PC skills including WebEx, Microsoft Word, Excel, and PowerPoint
Knowledge of the PBM industry
Superior verbal and written communication skills
Creative thinking skills
Experience with leading teams and mentoring individuals to success
Demonstrated ability in managing high visibility projects, often independently or through Sr. Leadership
Resourceful with a proven ability to exercise good judgement in problem solving
Able to manage multiple tasks simultaneously; shift priority quickly as needed
Strategic thinking; weighs the potential risks or conflict associated with executing change and has awareness to how it may impact downstream or interdependent systems
Ability to comprehend the business need while also anticipating questions, and addressing those proactively back to the client and/or Leadership
Fluent with most or all Express Scripts tools used in Account management (e.g., CSP, Trend Central, CBM, Ops-Insight, CTE, Bi-Query, etc.)
Knowledge of CMS and HHS requirements and regulations associated with Med-d and ACA
Possesses a keen awareness to client temperature and proactively creates mitigation plans
Takes powerful initiative to develop action plans to resolve areas of opportunity
Proactive follow-up and understands when to raise risks/concerns
Ability to travel overnight up to 10-15% as needed, mostly with ample notice
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

Client retention via operational excellence within assigned client portfolio
Cross-functional collaboration with areas such as Benefits, Information Technology, Regulated Markets, and Product
Maintaining strong client relationships with complex clients to ensure retention, operational performance, and client satisfaction targets are met or exceeded
Oversight of client resolution/escalation of client issues
Oversight of custom technology projects or strategies
Oversight of assigned Account Managers ensuring that they build strong client relationships that align with operational goals of those assigned client(s) and ESI
Leading, coaching, and mentoring on-site and remote team members
Work collaboratively with other roles on the Account Management Team
Highlight career development opportunities, evaluate performance, and provide feedback to promote employee growth and retention
Leading ongoing collaborative efforts with external leadership and their consultants to conduct off-site / on-site meetings and recurring webcasts as appropriate
Champion internal advocacy for client service and member experience
Establishment of risk management activities for client performance guarantees
Sponsor standard and more complex projects that require development by ensuring client requirements are clearly defined, thoroughly captured, and implemented to the commitment
Leads HPD key initiatives aimed at improving the client experience, business model, employee well-being, margin or other processes
Champions SOP and establishes best practices as needed