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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in client service management within the PBM or healthcare industry, focusing on client satisfaction, retention, and strategic relationship-building. Proven ability to lead teams, develop operational protocols, and manage departmental performance metrics effectively.
Highest-signal resume keywords
Client Service ManagementPBM Industry ExpertiseTeam Leadership and MentoringStrategic Planning and ExecutionBudgeting and P&L Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Client Reporting ProtocolsNew Client ImplementationsOperational Protocol DevelopmentTraining Material ProductionProject Management
Soft Skills
Interpersonal SkillsCommunication SkillsAnalytical SkillsPresentation SkillsProblem-Solving Skills
Certifications & Qualifications
Bachelor’s Degree
Industry Keywords
Health CareHealth InsuranceManaged CarePBMRegulatory Compliance
About the role
Key responsibilities & impact- Lead the Client Service Department and oversee satisfaction and retention of all WellDyne PBM clients
- Create and drive operating protocols for the Client Service team
- Establish or influence market-facing materials, including business reviews, product and service overviews, and regulatory overviews
- Deliver best-in-class client service and participate in strategic planning
- Drive individual growth of WellDyne clients and maintain customer and broker/consultant relationships through strategic, proactive contact
- Develop or ensure development of executive-level relationships at key accounts
- Hire, lead, mentor, manage, and discipline staff
- Oversee new-hire and ongoing PBM, program up-selling, sales pull-through, and relationship-management training
- Oversee departmental P&L, budgeting, and staffing
- Develop best-practice procedures and SOPs and ensure staff adherence
- Establish department goals and bonus and commission structures
- Develop strategies for resolving escalated issues
- Establish productive internal relationships for rapid issue resolution
- Evaluate and improve client-centered processes and procedures
- Manage the book of business, including service, retention, and overall client relationships
- Develop client reporting protocols covering content, cadence, quality review, and delivery strategy
- Lead or participate in preparation meetings, RFP initiatives, finalist presentations, client presentations, and implementations
- Maintain collaborative account-management relationships supporting client reporting and growth initiatives
- Ensure clinical programs are accurately represented in client materials and presented accurately by staff
- Establish corporate relationships and participate in client-sponsored events and charities to cultivate growth and retention
- Comply with applicable laws, regulations, and WellDyne policies
- Perform other duties assigned to meet corporate objectives
Requirements
What you’ll need- Bachelor’s Degree and 10+ years of health care, health insurance, managed care, PBM, or related industry experience; equivalent combination of education and experience considered
- At least 7 years of management experience
- Knowledge and experience managing and leading service teams with a proven track record of success
- Experience with new client implementations and negotiations helpful
- Strong organizational, interpersonal, communication, analytical, and presentation skills
- Extensive knowledge of the PBM or medical industry
- Ability to interact effectively with executive and leadership teams
- Proven leadership and management of staff
- High attention to detail and ability to prioritize and meet deadlines
- Ability to produce training materials supporting Client Services objectives
- Ability to provide constructive feedback and delegate to support staff
- Superior written, verbal, and presentation skills
- Excellent interpersonal and relationship-management skills
- Ability to assess and plan strategically in political environments and mediate compromises
- Experience managing multiple projects to successful conclusion and measuring milestones
- Ability to apply logical methods to address problems and develop effective solutions
- Ability to assess problems, identify root causes, and take corrective action
- Flexibility, resourcefulness, adaptability, and effectiveness in a fast-paced, team-oriented, high-growth environment
- Ability to work independently and support, contribute to, and lead teams
- Prolonged computer use, hand-eye coordination, and manual dexterity sufficient to operate standard office and phone equipment
- Willingness to travel
Benefits
Comp & perks- Bonus and commission structures are established for the department
- Significant travel required
- Typical office/at-home environment