Compensation Overview

Summary: 

The Service Delivery Manager is responsible for client retention, fostering relationships which promote organic growth, and customer satisfaction through the building of long-term, mutually beneficial partnerships with existing clients. They serve as the primary point of contact for all operationally focused inquiries received from clients and must possess exceptional communication, reasoning, negotiation and presentation skills. Experienced relationship management skills as well as the ability to expertly solve problems and think critically in a fast-paced environment are required. Service Delivery Managers are accountable for relationship development and service satisfaction between RxSense and its clients starting in the implementation phase and throughout the life cycle of the RxSense-Client relationship. This role requires coordinating and leading frequent interactions with subject matter experts across the organization and our clients. A thorough understanding of the PBM environment and broader healthcare system is a plus.

Primary Job Duties & Responsibilities:

• The primary point of contact for the day-to-day management of service and support requests received from business partners as well as all other operationally focused initiatives between RxSense and its established clients.
• Understand client’s goals and provide strategic direction based on their knowledge of RxSense’s platforms and capabilities.
• Build and maintain exceptional relationships with internal and external business partners including, but not limited to, prioritizing systems enhancement and features, executing impact analysis following the resolution of configuration and technical deficiencies.
• Serves as the client’s primary point of contact relative to all technical and operational matters.
• Collaborate with product, engineering, and functional teams to deliver system enhancement and features requested by business partners within the agreed upon SLA.
• Acts as a functional subject matter expert with regards to all relative system functions including claims processing, eligibility, file management, benefits administration, claim and drug pricing, non-consultative clinical logic, data analytics, and platform UI/UX.
• Support client onboarding procedures.
• Maintain immaculate organization within email, ticketing and reporting systems, and all client-relevant documentation.
• Initiate and lead interactions with internal peers and business partners through phone, e-mail and multiple web-systems on a daily basis to sustain the progression of issue resolution.
• Attend meetings as needed.
• Effectively communicate with several multi-functional personnel and leaders affiliated with RxSense and its business partners.
• Maintain and excel in on-going training efforts as required by the introduction of new products, enhancements to existing products, introductions of new work processes and process improvement efforts.
• Set work priorities without supervisor assistance and work independently as well as collaboratively on a team.
• Identify and notify responsible entities of operational problems and/or inefficiencies.
• Availability to work nights, weekends and holidays and called upon by the needs of the business.
• Support team members and participate in team activities to help build a high-performance team.
• Develop strong internal relationships and contacts within the company that are supportive of the achievement of client service requirements including attainment of performance guarantees and minimization of performance penalty expense.
• Demonstrate flexibility in areas such as job duties and schedule to aid in better serving our client’s business and operational goals.

Education and Work Experience:

• Bachelor’s degree in management information systems, project management, healthcare administration, or similar training and/or experience.
• 6+ years in related B2B client service role.
• 6+ years within the PBM industry, including understanding of pharmacy benefit strategies, is preferred.
• Excellent keyboard and navigation skills and ability to learn new computer programs.
• Proven background in software-based front-end-user support.
• Expert ability with Microsoft Office (Word, Excel, PowerPoint, Access, Publisher, Outlook, Internet Explorer)

Salary Range:  $65,000 - $115,000