Strategic Client Advisor

CVS Health • Work from home, AZ

74d • $60,300 - $132,600

About The Position

As a Client Advisor, you will be responsible for managing the most complex client relationships, ensuring customer satisfaction, and driving customer success for the Employers Health Coalition. This role requires excellent communication skills, a proactive approach to problem-solving, and a passion for delivering exceptional customer service.

Requirements

• 5 + years of PBM work experience with client facing and operational functions such as benefit plan set-up, eligibility, member communications, membership operations (CDH), retail networks and reporting.
• 2+ years of demonstrated experience presenting to clients, as well as small and large groups.
• At least 1 year of project management experience and experience with leading projects.

Nice To Haves

• 5+ years of Account Management, Insurance, Healthcare, Benefits, or related industry experience.
• Knowledge of Prescription Benefit Management (PBM) industry.
• Experience working with multiple intranet and extranet systems, CRM, or adjudication platforms (i.e., SalesForce, Peoplesafe, AS400 system knowledge, etc.).

Responsibilities

• Build and maintain strong relationships with clients, acting as the primary point of contact for all operational-related matters.
• Ensure high levels of customer satisfaction by addressing client needs, resolving issues promptly, and providing exceptional service.
• Analyze complex client issues and assist in developing practical and efficient solutions. Lead client-focused problem-solving efforts, identifying root causes and solutions.
• Maintain responsiveness, reliability, and accuracy in service execution. Own and manage high-profile client accounts, ensuring smooth operations.
• Respond to client inquiries and escalations, ensuring concerns are addressed. Act as a strategic partner to clients, anticipating needs and mitigating issues.
• Maintain reporting and tracking of client issues. Lead account-specific initiatives to improve client service.
• Provide regular updates and reports on account status, client feedback, and areas for improvement.
• Proactively identify and address potential issues before they escalate, ensuring a smooth and positive client experience.
• Stay updated with the latest industry trends, participating in training sessions to improve competencies, and share valuable insights with colleagues.
• Provide guidance and mentoring to junior staff, helping them develop their skills and grow within the company.

Benefits

• Affordable medical plan options.
• 401(k) plan (including matching company contributions).
• Employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

What This Job Offers

• Job Type: Full-time
• Industry: Ambulatory Health Care Services
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees