Account Manager I

Summary

The Account Managers are responsible for the total service experience and relationship of assigned accounts and/or the support of the Account Team in the service of his/her assigned accounts. This includes serving as a key liaison between the customer and WellDyne, trending/monitoring of issue resolution, and education for the customer and their employees. They are responsible for externally facing communications directly with clients to maintain strong client relations and retention through proactive contact, plan management and review, and timely and accurate response to customer or Account Team needs.

Essential Duties and Responsibilities

• Own the service experience of clients by working with the Client Services Team and other partners as required to ensure issues are resolved promptly and accurately meeting the client’s expectations.
• Responsible for the overall client relationship to include implementation support, relationship building, contract monitoring, renewals, and effective client communications.
• Develop and maintain strong interdepartmental relations and communication as it specifically relates to managed accounts including finance, IT, legal, sales, clinical and other departments as needed, in order to establish an understanding of client needs for implementation and ongoing services.
• Demonstrate a strong understanding of client’s industry and business needs to effectively support their goals with company programs.
• Provides utilization and service reviews for designated accounts on a scheduled basis including use of plan management and reporting tools both internally and externally.
• Understands and educates our clients on current topics in the industry, new product developments, and the competitive landscape. Provides collateral materials and support when necessary to help facilitate client relationship.
• Provides guidance to other Client Services staff specific to the entire PBM program if/when needed.
• Participate and/or support new business and finalist presentations to represent service experience, or coordinate attendees from other service-related areas.
• Other duties as assigned.

Education and Experience

• Bachelor’s degree in Health Administration, Business, or related field desired. Proven industry experience may be acceptable in lieu of degree.
• A minimum of 2 years account management experience required.
• A minimum of 2 years PBM industry experience required.
• Requires ongoing learning in the pharmacy benefit management industry and continuous product knowledge development in the areas of healthcare and PBM, company specific product offerings, basic pricing components, and company capabilities and limitations.

Knowledge, Skills, and Abilities

• Ability to communicate with all levels of people in a manner which illustrates superior professionalism including speaking in front of groups of people.
• Provides timely and accurate answers to issues/inquiries from internal and external sources
• Ability to prepare for, lead and direct meetings both internal and external with various participants. Directing includes keeping meetings on track, providing follow-up/meeting minutes, etc.
• Relationship focused, with excellent interpersonal skills for dealing with clients, peers, other departments, and management.
• Excellent written communication and documentation skills.
• Must have the ability to use logical methods to address problems and develop effective solutions ensuring customer expectations are met or exceeded.
• Must have advanced attention to detail with the ability to prioritize and meet deadlines.
• Ability to analyze, interpret and organize information in a clear and concise manner.
• Analytic skills in relation to financial figures, medication utilization, and basic pharmacology.
• Must be proficient with desktop computer applications in the MS Office Suite.
• Requires knowledge and use of multiple proprietary and industry software systems and functions.
• Ability to adapt and be flexible in a variety of situations.
• Must have advanced attention to detail with the ability to prioritize and meet deadlines
• Must be able to work independently as well as support, contribute and lead teams.
• Ability to direct and delegate to support staff as needed.
• May be required to stand for long periods of time at trade shows, benefit fairs, etc.
• Follows all policies and procedures relating to job responsibilities and participates in the development and maintenance of departmental policies and procedures for Client Services, as appropriate.
• Exhibits compliant and ethical behavior in the performance of job responsibilities, including complying with all applicable federal and state laws and regulations, WellDyne Code of Conduct, Business Ethics Policies and Procedures, and other policies and procedures applicable to position.

• May require additional coverage times outside of regularly scheduled hours.

Work Environment / Physical Demands

This position is in both a typical office environment which requires prolonged sitting in front of a computer and in an external environment where travel is required. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment. May have occasional high stress when dealing with customers/clients. Travel may be required up to 40% of the time with more travel required during certain times of the year based on business needs.

EOE M/F/D/V