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Senior Account Manager

4 months ago

Austin, United States CVS Health Full time

Job Description As an Account Manager, you are considered the clients main point of contact, and are responsible for overseeing all of their day-to-day PBM operations. Account Managers act as the liaison between clients and cross-functional internal teams, and are responsible for ensuring timely/successful delivery of client requests.

Excellent communication skills are required to ensure we understand our clients needs and are able to build long-lasting, mutually beneficial relationships with our key business stakeholders. Additionally, Account Managers are expected to demonstrate a high level client service through the execution of accuracy, responsiveness, reliability, and professionalism on all interactions. This will include managing the resolution status of routine to complex requests related to our clients business requirements; including but not limited to: *

Issue tracking - Engaging internal departments and client resources to work on outstanding issues from start to resolution while providing routine updates to the client. *

Driving Practical & Creative Solutions - Critically thinking about complex situations to find optimal outcome. *

Engaging Appropriate Resources - Discuss information at varying degrees of complexity, at varying stages of progression, and engage internal or client resources best appropriate to drive issue resolution. *

Work within Deadlines and Client Guarantees- Drive resolution within a timely manner and ensure that all Client Performance Guarantees are met.

As a Senior Account Manager, you will be asked to perform all of the responsibilities of Account Manager. In addition, you will be expected to foster teamwork/collaboration and extend accountability across internal departments. You will position yourself as a lead amongst the Account Team by acting as a daily resource for the team, and performing additional mentoring tasks that will ensure the teams successful performance and longevity. These additional responsibilities include: *

Providing peers with direction on program requirements and supporting training initiatives, while providing feedback and recommended solutions for process efficiencies. *

Mentoring new hires to ensure they follow their learning journey and that good habits are established to shorten the time needed to learn the role. *

Routinely reviewing the team dashboards and addressing any concerns/learning opportunities with individual team members as necessary *

Running and analyzing the Daily SLA report and working with fellow account managers identified to push ticket/case resolution *

Operates team issue management meetings in which all open items are reviewed and next steps are identified. *

Acts as an escalation point for other account managers on the team and provides assistance with complex/sensitive issues. *

Acting as team lead backup when management is out of office or acting as liaison in lieu of management on necessary client calls.

In the role, you must be able to travel up to 20%. Travel may require, but is not limited; to flights, overnight stays, local travel on short notice and other travel deemed necessary by the Company We offer a comprehensive benefits package which includes medical, dental, vision insurance as well as a wide-ranging list of supplemental benefits and discount programs. In addition to sixteen paid days off for employees, we also offer ten paid holidays. Pay Range The typical pay range for this role is: Minimum: 43,700 Maximum: 97,400 Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls.

The actual salary offer will take into account a wide range of factors, including location. Required Qualifications o 12 months+ Account Management, Prescription Benefit Management (PBM) industry o Excellent verbal and written communication skills COVID Requirements COVID-19 Vaccination Requirement CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated. You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work. Preferred Qualifications Performance, Metrics, Skills: o Demonstrates the ability to effectively lead client calls. Come prepared with an Agenda and has a good understanding of the issue being discussed. AM appropriately pauses for questions and understands how to manage long silences/dead air. AM follows up with notes after the call along with noted action items for appropriate parties o Shows consistent ability to project manage all projects theyre on point to lead. Hold internal partners accountable to their TATs and escalates if responses are not being provided timely. o Not attributed any personal client Performance Guarantees within the last 18 months o Not been on a Performance Improvement Plan or Corrective Action Plan in last 12 months o Adhered to SFDC AM metrics including no cases beyond ECD in last 12 months. o 2+ years Account Management, Prescription Benefit Management (PBM) industry o Extraordinary verbal and written communication skills o Experience managing multiple LOBs (Med D, Medicaid, Commercial) o Experience working with multiple intranet and extranet systems, CRM, or adjudication platforms. *

Mentoring & Training: o Lead 4 or more training sessions to help broaden the teams knowledge o Responsible for mentoring 4 new hires ensuring they are following their Learning Journey o Volunteers to take point on leading 5 new large projects or process improvements *

Recognitions & Client Feedback: o Received at least 1 individual award during an AM NSM meeting during their career as an AM o Received a 4 or higher, on last years Year End Review. o Last overall CRLS rating of a 4.5 or higher o AM is recognized through Values in Action at least 40 times within the last year. o AM sends at least 40 Values in Action to other internal partners within the last year. o AM receives 10 of "Boosts" to their VIAs. Education Bachelors Degree Required; or equivalent work experience. Business Overview Bring your heart to CVS Health Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver.

Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. Apply

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