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Client Onboarding Team Supervisor

2 months ago

Birmingham, Alabama, United States RxBenefits, Inc. Full time
Job Overview

Client Onboarding Team Supervisor

We are seeking a dedicated Client Onboarding Team Supervisor within our organization to oversee the team responsible for the successful implementation of client projects, including onboarding new clients and managing changes for existing clients. The Supervisor will lead a group of Project Leads, providing support and ensuring the effective execution of all client operations initiatives by promoting consistent communication, accountability, and the delivery of an outstanding implementation experience.

Key Responsibilities:

  • Offer guidance and mentorship to Project Leads tasked with client onboarding and change initiatives, focusing on talent development and exceptional service delivery to brokers and clients.
  • Ensure adherence to project management protocols for all client projects in line with established operating procedures.
  • Foster a collaborative culture with ongoing communication between internal teams and external partners.
  • Maintain accurate productivity metrics for the team, using these insights to cultivate a culture of accountability and positive outcomes for our clients.
  • Encourage and nurture a performance-driven environment.
  • Achieve or surpass Key Performance Indicators (KPIs) and other performance metrics as defined for the team and department.
  • Support individual growth and team success through performance assessments, career development discussions, and regular one-on-one meetings with team members.
  • Ensure the team keeps implementation documentation current and applies it consistently according to established processes.
  • Possess knowledge of RxBenefits products and services, aiding team efforts to align client needs and ensure successful implementations prior to the go-live date.
  • Assist with communications involving brokers, clients, and PBM Partners regarding process or project escalations as necessary.
  • Collaborate with leadership to identify training requirements, ensuring all Project Leads possess the necessary knowledge and skills for success.
  • Actively engage with the risk management team to support client needs and effectively communicate project statuses with internal stakeholders.
  • Oversee process execution across the team, focusing on both process and personnel management to enhance client and broker satisfaction.
  • Lead complex process improvement initiatives during off-peak periods, emphasizing milestones and strategic outcomes.

Required Qualifications:

  • Minimum of a Bachelor's degree preferred.
  • 5+ years of experience in benefit implementation or project management.
  • Proven track record in a client-facing role.
  • Demonstrated leadership capabilities.
  • Skilled in coaching and leading teams, fostering a culture of accountability and enthusiasm.
  • Exceptional written, verbal, and presentation skills, with the ability to convey technical concepts to non-technical audiences.
  • Experience in the Pharmacy or Healthcare sector is advantageous.
  • Proficient in Microsoft Office Suite (Word, Excel, Outlook, Teams).
  • Strong collaborator with other leaders.
  • Process-oriented individual with an understanding of effective project guidance to maximize efficiency and quality.
  • Demonstrated sense of urgency to meet objectives and deadlines.
  • Excellent interpersonal skills, capable of working with individuals from diverse technical backgrounds and management levels.
  • A commitment to continuous learning and a readiness to embrace new challenges.