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Senior Client Relationship Manager

2 months ago

Lakeland, Florida, United States WellDyne Full time

Overview

The Senior Client Relationship Manager at WellDyne plays a pivotal role in ensuring the comprehensive service delivery for designated accounts. This position involves coordinating with various internal teams to provide clients with a full spectrum of services, including Central Fill, Mail Order, Clinical Support, and Member Services. The ideal candidate will engage in strategic thinking to support the VP of Client Services while nurturing relationships with larger, more sophisticated clients. The role encompasses direct communication with clients regarding the administration and service of their programs, including the setup and implementation of new initiatives, maintaining robust customer relations through proactive outreach, and conducting performance reviews and service evaluations.

Key Responsibilities

  • Lead and facilitate the development and closure of new business opportunities through existing and prospective partners.
  • Oversee the implementation of client programs, ensuring effective collaboration with internal departments.
  • Conduct regular utilization and service reviews for assigned accounts, utilizing plan management and reporting tools.
  • Facilitate the creation and assessment of business model guidelines in collaboration with internal teams.
  • Enhance interdepartmental communication related to client needs, including finance, IT, and clinical departments.
  • Provide objective reporting to the Client Services Director regarding account issues, opportunities, and overall client satisfaction.
  • Communicate complex technical information clearly and effectively to both plan sponsors and their members.
  • Engage in continuous education regarding industry trends, pricing, and product offerings.
  • Guide and mentor other Client Services staff regarding program specifics as needed.
  • Maintain high-level interactions with client representatives, overseeing account strategies and resolving escalated issues promptly.
  • Analyze workflow processes and operational efficiencies in collaboration with other teams.
  • Perform additional duties as assigned.
Qualifications
  • A bachelor's degree from an accredited institution; a licensed pharmacist or prior experience in pharmacy operations is preferred.
  • A minimum of five years of experience in customer or client services.
  • Ongoing education in healthcare and pharmacy services, including pharmacology and company-specific product knowledge.
Skills and Competencies
  • Exceptional communication skills, capable of engaging with individuals at all organizational levels.
  • Strong ability to assess and fulfill client needs effectively.
  • Proficient in leading meetings, ensuring they remain focused and productive.
  • Relationship-oriented with excellent interpersonal skills for client and team interactions.
  • Outstanding written communication and documentation abilities.
  • Proven capability to manage multiple projects and meet deadlines.
  • Analytical skills for evaluating financial data and medication utilization.
  • Expertise in Microsoft Office applications and familiarity with project management tools.
  • Adaptability and flexibility in various situations.
  • Ability to multitask and demonstrate effective time management.
  • Willingness to travel up to 25% as required.
What WellDyne Offers
  • Comprehensive medical, dental, and vision benefits.
  • 401K plan with company matching after a specified period.
  • Employee Assistance Program and life insurance options.
  • Educational reimbursement and paid time off.
Work Environment

This role is situated in a standard office environment, requiring prolonged periods of sitting and the ability to operate standard office equipment. Travel may be necessary up to 25% of the time.