The Account Manager in Customer Services is responsible for core service delivery, including daily account activity and management of operational needs to ensure eligibility, claims, implementations, participant materials, report requests, and general inquiries for complex clients are handled in a professional manner to assigned clients.

The primary focus for the position is:

• Executing client-specific operational deliverables,

• Monitoring contractual and service trends,

• Managing and nurturing the client relationship,

• Providing proactive service-related consultation, and

• Owning issue resolution
  
  

The Account Manager is the day-to-day client contact for the client and is accountable for all operational deliverables. The primary measure of the Account Manager’s performance is by way of client satisfaction and client retention results. This position assists in managing client accounts, products, to ensure satisfaction, profitability, and renewal. The role assists in reviewing quality control of account activity and operations. The Account Manager is responsible for tracking operational performance guarantees and maintaining documentation for client review. The individual works with the Director, Customer Services on developing strategies for up-sells, expansion and plan implementation for new and existing clients.

ESSENTIAL FUNCTIONS:

• Accountable for the core service delivery to desk of clients, serving as primary day-to-day contact; maintains ownership for the execution of all client-specific service/operational deliverables and ensuring operational excellence and set-up quality through coordination with Customer Support Specialist and ESC internal departments.

• Participate in planning, documenting, monitoring and roll out of the Pre-Implementation plan

• Proactively monitor and identify service trends to allow for immediate resolution of any service issues; collaborate and take immediate action to resolve operational/service-related issues; escalate issues when appropriate and drive recovery efforts.

• Coordinate and facilitate weekly management meetings with the client

• Analyze and present operational performance metrics such as Performance Incentive Fees (PIF), provide consultative recommendations regarding opportunity or enhancement to client service model, present to client via phone or on-site at client.

• Serve as the voice of the client within Express Scripts Canada to drive continuous service improvement and support corporate strategic goals for client alignment.

• Management of the Task Authorization (TA) process and monitoring of the system change and managed release processes

• Work with Manager, Customer Services on workflow management and service delivery opportunities within the Customer Services support team

• Participate in annual Disaster Recovery and Business Continuity Exercises

• Support the Financial and Privacy annual audits and annual customer satisfaction survey process

• Handles ad-hoc inquiries and other client requests

• College Diploma in business or equivalent 5 years of experience

• Minimum of 3 years’ work experience in a business to business service relationship

• Knowledge of the healthcare and Group Benefits industry

• Strong focus on client satisfaction and client retention results

• Demonstrated organization and management skills

• Strong analytical and problem-solving skills

• Ability to work cross-functionally to proactively communicate and to resolve issues with the highest sense of urgency

• Demonstrated ability to effectively communicate both verbally and in writing

• Proven ability to conduct effective presentations

• Strong proficiency with MicroSoft Office suite of tools