(Hybrid) Pharmacy - Client Success Coordinator
NFP, an Aon company, is a recognized leader in Business Insurance and is seeking a Client Success Coordinator at Valued Pharmacy Services. This role is essential for managing client relationships and optimizing prescription benefit programs through collaboration with various teams and external partners.
Responsibilities
- Specialty Copay Assistance Program (SCAP) – facilitates member and specialty pharmacy calls, enrollment in copay card programs, runs accumulator reports, performs daily auditing of specialty claims, triggers member letters, updates copay card program tracker with max dollar funds
- Patient Assistance Program (PAP) – helps find financial assistance for specialty members that are either excluded from specialty benefit or enrolled in Direct Procurement Solutions (DPS)
- Individual Medication Management (IMM) – identifies new IMM drug utilizers, sends member letters, updates, and maintains list in CRM Zoho
- Reporting – management of client and broker reporting requests, supports consultants in creation of client performance reviews, and aggregation of PBM and consulting outcomes
- Data Integrity – management of data platform integrity via monthly audits of eligibility, and missing or incorrect data in system, and collaboration with BI team to resolve errors
- CRM Management – maintenance of CRM Zoho via monthly updates of missing or modified information to ensure the most current status and documentation is captured in the system for each client
- AI Alert Emails – weekly emails to brokers and clients on identified high dollar claims, new specialty and new non-specialty high dollar claims, and other outliers in their utilization
- Case Management – collaboration with PBM partners to resolve escalated member issues, plan issues, reporting issues, etc
Skills
- Basic Communication Skills: Ability to effectively communicate both verbally and in writing
- Learning Agility: Diligence to proactively expand skillset, resolve issues, or get past roadblocks
- People Skills: Ability to foster positive working relationships. Use of a communication style that enhances high levels of engagement
- Perseverance: Ability to follow-through, meet deadlines, and strive to exceed goals
- Critical Thinking Skills: Ability to look beyond the obvious, probe and provoke thoughts on alternative solutions
- Technology Skills: Ability to use or learn technology needed to perform role. To include but not limited to the Microsoft suite of applications: Teams, Excel, Word, Outlook, and PowerPoint
- Resiliency: Flexibility to embrace continuous change and remain positive in times of uncertainty or stress
- Basic Math Skills: Ability to apply basic mathematical concepts such as percentages, adding, subtracting, multiplying and division
- Ethics & Integrity: Ability to comply with company confidentiality requirements as well as with HIPAA and other applicable government regulations
- Bachelor's degree, Certified Pharmacy Technician (CPhT), or other healthcare credentials preferred
- 1-3 years' experience in pharmacy, benefit management, healthcare, or related industry experience preferred
Benefits
- PTO & paid holidays
- 401(k) with match
- Exclusive discount programs
- Health & wellness programs
Company Overview