Service Delivery Manager

Summary

The Service Delivery Manager is the primary point of contact for all operationally focused inquiries received from business partners. This role requires advanced relationship management skills as well as the ability to expertly solve problems in a fast-paced environment. Service Delivery Managers are accountable for relationship development and service satisfaction between RxSense and its business partners starting in the implementation phase and throughout the life cycle of the RxSense-Client relationship. This role requires coordinating and leading frequent interactions with multi-functional subject matter experts with personnel affiliated with RxSense and its's business partners. An advanced working knowledge of all RxSense products, services and processes is a minimum requirement of success for this position. A thorough understanding of the PBM environment and broader healthcare system is required.

Primary Job Duties & Responsibilities

• Serve as an advocate for business partners within the confines of internal RxSense interactions.
• 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.
• Build and maintain exceptional relationships with business partners.
• Intake, vet, process and prioritize all system enhancement and features requested by business partners.
• Collaborate with product, engineering, and functional teams to deliver system enhancement and features requested by business partners within the agreed upon SLA.
• Intake, troubleshoot, and resolve any inquiry relative to claims processing, eligibility, file management, benefits administration, claim and drug pricing, non-consultative clinical logic, data analytics, and platform UI/UX.
• Act as the primary point of escalation for any operationally focused service issue.
• Coordinate and host regular status meetings with business partners as well as any other joint meeting between business partners and RxSense as needed.
• 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, email and multiple web-systems on a daily basis to sustain the progression of issue resolution.
• Attend daily stand-up meetings, weekly team meetings, and other ad-hoc meetings as needed.
• Effectively communicate with several multi-functional personnel and leaders affiliated with RxSense and it's 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 on a team.
• Exhibit compliant and ethical behavior in the performance of job responsibilities, including complying with all applicable federal and state laws and regulations,
• Assist efforts to continuously improve by assuming responsibility for identifying and bringing to the attention of responsible entities operations problems and/or inefficiencies.
• 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 in order to aid in better serving our client's business and operational goals.

Qualifications

• Bachelor's degree in management information systems, project management, healthcare administration, or similar training and/or experience. Master's degree is preferred.
• 4+ years in related B2B client service role.
• 4+ years within the PBM industry, including understanding of pharmacy benefit strategies, is preferred.
• Successful completion of the RxAgile Certification program.\
• Excellent keyboard and navigation skills and ability to learn new computer programs.
• Proven background in software-based front-end-user support.
• Adept ability with Microsoft Office (Word, Excel, PowerPoint, Access, Publisher, Outlook, Internet Explorer)
• Atlassian Collaboration Software (Confluence, Jira)
• Experience working effectively in a team oriented/collaborative environment.
• Ability to multi-task while effectively managing time and meeting critical deadlines
• Excellent organizational skills

Salary Range:  $90,000 - $115,000