Summary
The Vice President of Client Services is a strategic leadership role responsible for the satisfaction and retention of all WellDyne PBM clients. This position oversees WellDyne’s Client Service Department and serves as an internal partner to various departments and teams within the enterprise on behalf of clients. The Vice President will create and drive operating protocol within the Client Service team and establish or influence the development of market-facing materials, including business reviews, product & service overviews, regulatory overviews, and other items as identified. Other critical responsibilities include the delivery of best-in-class client service, participation in strategic planning, individual growth of WellDyne clients, and the maintenance of strong customer and broker/consultant relationships through strategic, proactive contact. In addition, the Vice President will personally develop – or will ensure that other Senior level WD executives develop - executive-level relationships or similr at key accounts.
Essential Duties and Responsibilities
- Responsible for staff/employer relationship: Hires, leads/mentors, manages and disciplines.
- Responsible for oversight of training/materials from new employee training to ongoing training specific to the PBM industry, WellDyne programs, program up-selling, client sales pull-through, relationship management.
- Responsible for departmental P&L, budgeting oversight and staffing.
- Mentors, trains, and directs assigned staff members to ensure adherence to best practices guidelines/ SOPs. Identifies and develops or facilitates new best practices procedures and SOPs.
- Establishes department goals, bonus and commission structures.
- Identifies strategies to ensure Client Services staff are able to resolve escalated issues using management techniques and available resources.
- Establishes productive internal relationships as required to ensure rapid and effective issue resolution.
- Puts the client at the center of work efforts which evaluate and improve/strengthen processes and procedures.
- Responsible for book-of-business client management including service, retention, and overall relationships
- Maintains personal – or creates procedures which assists other WD leaders in the development of - executive level relationships with all key accounts.
- Development of client reporting protocol, including content, cadence, quality review and delivery strategy.
- Participates in, or is the lead of, internal and external staff meetings: preparation meetings, RFP initiatives, finalist presentations, client presentations, client implementations.
- Responsible for maintaining collaborative client account management relationships in order to ensure productive and effective client reporting, growth initiatives.
- Ensures clinical programs are accurately represented in client materials and that Client Services staff are trained and able to present programs accurately.
- Establishes corporate relationships and participates in client sponsored events/charities to cultivate in-group growth & retention through these relationships.
- Exhibits compliant and ethical behavior in the performance of job responsibilities, including complying with all applicable federal and state laws and regulations, including WellDyne’s Code of Conduct, Business Ethics Policies and Procedures, and other policies and procedures applicable to position.
- Significant travel required.
- Performs other duties as assigned to meet corporate objectives.
Education and Experience
- Bachelor’s Degree and 10+ year’s health care, health insurance, managed care, PBM, or related industry experience (equivalent combination of education and experience considered.)
- At least 7 years management experience.
- Must have knowledge and experience in managing and leading service teams with a proven track record of success.
- Experience that includes new client implementations and negotiations is helpful. Strong organizational, interpersonal, communication, analytical, and presentation skills required.
Knowledge, Skills, and Abilities
- Must have extensive knowledge of the PBM or Medical industry.
- Ability to interact effectively with executive and leadership teams.
- Proven leadership and management of staff.
- Must have high attention to detail with the ability to prioritize and meet deadlines.
- Must be able to proactively produce training materials in support of Client Services objectives.
- Ability to provide constructive feedback and to delegate to support staff.
- Superior writing and verbal communication skills, including presentation skills.
- Relationship focused, with excellent interpersonal skills for dealing with clients, peers, other departments.
- Proven ability to assess and plan strategically for political environments including the ability to mediate compromises between various interests.
- Previous experience that demonstrates the ability to manage multiple projects to a successful conclusion, including measurement of milestones.
- Must be able to apply use of logical methods to address problems and develop effective solutions, with information organized in a clear and concise manner, ensuring customer expectations are met or exceeded.
- Ability to assess problems, distinguish root causes, and take immediate corrective action as needed.
- Must be flexible, resourceful, adapt quickly to change, and work effectively in a fast-paced, team-oriented, and high-growth environment.
- Must be able to work independently as well as support, contribute and lead teams in different situations.
Work Environment / Physical Demands
This position is in a typical office/at-home environment which requires prolonged sitting in front of a computer. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment. Travel required.
Bachelor's degree and 10+ years in healthcare, health insurance, managed care, PBM, or related industry, plus 7+ years of management experience and proven service-team leadership.
Key Responsibilities
- leading service teams
- managing client relationships
- developing reporting protocols
Job Details
- Category: Customer Service
- Seniority: Senior Level
- Commitment: Full Time
- Workplace: Remote — United States
- Languages: English
About WellDyne
A healthcare company providing pharmacy benefit management and client services. — Industry: Healthcare