Abarca Health

Vice President

• Set overall vision for Abarca’s Client Success strategy across implementations, re-implementations, business solutions, client operations and client engagement
• Operationalize the vision and inculcate a consultative mindset and service-delivery orientation within the team and organization
• Maintain a strong understanding of PBM Operations, Member Services, Pharmacy Networks, Fulfillment, Call Center, and Medicare Part D to provide client solutions
• Oversee client relationships for all accounts and intervene strategically in decisions
• Collaborate closely with Analytics to provide Client Advisors and clients with timely and informative data
• Recruit, build and manage teams delivering both full-service PBM offering and a SAAS partner
• Provide visibility on departmental deliverables, projects and processes related to prioritization and delivery of client priorities
• Establish and maintain executive-level relationships with key clients
• Identify service, program and product delivery opportunities and champion delivery across leaders
• Oversee all client implementations and re-implementations including scope, deliverables, timelines and handoffs
• Ensure implementation deployments with minimal defects and timely post-implementation resolution
• Partner with other leaders (SVP PBM Operations, VP Product, CIO) and Business Development to prioritize and execute client priorities

Assistant Vice President, Client Engagement

Support Engineer

• Act as the face representing Abarca to clients; identify, respond proactively, and triage client issues
• Provide support within Client Services Team managing operational calls, agenda development, key client meetings, and capturing action items
• Follow up pending topics and coordinate with other business areas to provide resolutions
• Support and identify special projects and process improvement opportunities; manage and document project tasks
• Serve as first-tier support for Darwin users, understanding platform logic, functionality, and client benefit rules
• Oversee SLAs, ensure client change requests are submitted through CRM and confirmed within agreed times
• Maintain and track CRM deliverables for assigned areas/clients; use dashboards and reports to track SLAs and report to Client Advisors
• Prepare and/or request client reports from other operational departments
• Generate and analyze reports to make recommendations and proactively identify output issues
• Conduct user-acceptance testing on system enhancements and document/communicate test results if requested

Assistant Vice President, Client Engagement

Account Support Analyst