Associate Vice President, Client Management

AffirmedRx is on a mission to improve health care outcomes by bringing clarity, integrity, and trust to pharmacy benefit management. We are committed to making pharmacy benefits easy to understand, straightforward to access and always in the best interest of employers and the lives they impact. We accomplish this by bringing total clarity to business practices, leading with clinical approaches, and utilizing state-of-the-art technology.

Join us in improving health care outcomes for all!  We promise to do what’s right, always.

Position Summary:

The Associate Vice President Client Management will lead a team responsible for providing best in class service and managing relationships between clients, consultants, brokers, and partners.  This role will scale, lead, and develop Client Management leadership team in execution of plan of action to achieve client growth and retention goals across the AffirmedRx book of business. This role will support key client relationships of Commercial Self-Funded Employer Groups and be the voice of the clients within AffirmedRx. Will function as leadership liaison with executive business sponsors, developing and maintaining strategic partnerships, identifying client goals, and championing their interests within AffirmedRx to drive client and member satisfaction. 

 What you will do:

 Client Management Leadership:

• Define, implement, and monitor KPIs and organizational goals for Client Management; develop tracking mechanisms and reporting structures to ensure accountability and transparency
• Supports on-site visits with current and prospective clients alongside Client Management team members assessing client needs, strengthen relationships, and provide hands-on coaching and support
• Identify resolution efforts of client and member issues as it impacts multiple clients across market segments
• Oversight of strategic account plans and communicate status to leadership team against tactical activity of each client
• Comprehend and effectively explain formulary and clinical programs to clients, including member experience, book of business experience, regulatory requirements
• Provide oversight to client relationship strategy plans
• Meet with clients to discuss clinical trends, review relevant pharmacy data, and provide recommendations with supportive rationale for clinical and plan management strategies
• Interpret current pharmacy and healthcare trends and provide proactive recommendations for plan management
• Provide executive-level reports on client performance and strategy

Team Leadership:

• Provides leadership across recruitment, onboarding, and professional development of the Client Management team, focusing on best practices, trend management, regulatory compliance, strategic client engagement/retention, and service optimization
• Partner cross-functionally to deliver best-in-class member and client services, supporting a culture of authenticity and teamwork
• Lead, coach, and develop team

 Performance Monitoring:

• Analyze and interpret pharmacy claims data to identify clinical and plan trends and insights for individual clients and across multiple clients
• Interpret current pharmacy and healthcare trends and provide proactive recommendations for plan management
• Comprehend and effectively explain formulary and clinical programs to clients, including member experience, book of business experience, regulatory requirements

 Communications:

• Supports Client and Member Satisfaction Surveys, partnering with Operations and Marketing to incorporate feedback into service enhancements
• Add strategic perspective to ensure tactical issues do not impact performance or client satisfaction
• Understand pain points for the client and map relevant services and solutions to develop solutions as appropriate; Deliver the right value proposition to the client
• Collaborate with cross-functional teams to support sales initiatives, requests for information (RFI), requests for proposal (RFP), and prospect presentations
• Provide guidance on internal and external collaborative projects and needs
• Prepare and present executive-level reports on accounting performance and strategy

What you need:

• Requires a BA/BS and a minimum of 10 years of Pharmacy/PBM experience; or any combination of education and experience which would provide an equivalent background
• Experience in Client-Facing roles, solving complex customer problems, managing escalations and serve as a point of contact for team members
• Experience managing/leading a diverse team of leaders and ensuring goals, service metrics and projects are completed timely and accurately
• Strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills
• Ability to travel up to 25%

 What you get:

• To impact industry change in the pharmacy benefits management space, while delivering the highest quality patient outcomes
• To work in a culture where people thrive because when OUR team thrives, OUR business thrives
• Competitive compensation, including health, dental, vision and other benefits

Note: 

AffirmedRx is committed to providing equal employment opportunities to all employees and applicants for employment. Remote employees are expected to maintain a professional work environment free of distractions to ensure optimal performance and collaboration.