Client Success Coordinator

Who We Are

NFP is a seven-time Best Places to Work award winner in Business Insurance who has also earned the 5-Star Diversity, Equity and Inclusion (DEI) award from Insurance Business magazine and the WORK180 employer endorsement. We’re a recognized Elite Agency award winner and a leading property and casualty broker, benefits consultant, wealth manager, and retirement plan advisor. NFP provides solutions enabling client success through the expertise of over 8,000 global employees, investments in innovative technologies, and enduring relationships with highly rated insurers, vendors and financial institutions. To learn more, please visit: https://www.NFP.com.

Position Overview:

As a Client Success Coordinator at Valued Pharmacy Services, your role extends beyond traditional client management. You will be a pivotal link between our clients, prescription benefit consulting, business intelligence, and clinical program management. This dynamic position involves close collaboration with analytics, consultants, and external partners to optimize prescription benefit programs and ensure the seamless integration of clinical initiatives.

Principal Duties and Responsibilities / Essential Functions:

 

1. 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.
2. 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).
3. Individual Medication Management (IMM) – identifies new IMM drug utilizers, sends member letters, updates, and maintains list in CRM Zoho.
4. Reporting – management of client and broker reporting requests, to include but not limited to PBM ad hoc reporting and subscriptions; VPS custom reports such as Flash Reports, Pivotal Health Services Outcomes, Cost Bridges, and Rebate Projections; and supports consultants in creation of client performance reviews, including aggregation of PBM outcomes, eligibility reports, and consulting.
5. Data Integrity – management of data platform integrity via monthly audits of eligibility, management of Client Account Group Structure (CAG), and missing or incorrect data in system, and collaboration with BI team to resolve errors.
6. 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.
7. 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.
8. Case Management – collaboration with PBM partners to resolve escalated member issues, plan issues, reporting issues, and other miscellaneous issues. All cases entered and tracked with the CRM Zoho.

 

Minimum Requirements for Education, Experience, and Certifications/Licenses:

 

• High School Diploma
• Bachelor’s degree or Certified Pharmacy Technician (CPhT)
• 1-3 years’ experience in pharmacy, benefit management, healthcare, or related industry

 

Qualifications & Skills:

1. Basic Communication Skills: Ability to effectively communicate both verbally and in
2. Learning Agility: Diligence to proactively expand skillset, resolve issues, or get past
3. People Skills: Ability to foster positive working Use of a communication style that enhances high levels of engagement.
4. Perseverance: Ability to follow-through, meet deadlines, and strive to exceed
5. Critical Thinking Skills: Ability to look beyond the obvious, probe and provoke thoughts on alternative
6. Technology Skills: Ability to use or learn technology needed to perform To include but not limited to the Microsoft 360 suite of applications: Teams, Excel, Word, Outlook, SharePoint, and PowerPoint; Ring Central virtual phone system; Xevant data management platform; Monday.com project management platform; Zoho CRM platform; and all PBM partner’s reporting, eligibility, and member portal systems
7. Resiliency: Flexibility to embrace continuous change and remain positive in times of uncertainty or stress
8. Basic Math Skills: Ability to apply basic mathematical concepts such as percentages, adding, subtracting, multiplying and division
9. Ethics & Integrity: Ability to comply with company confidentiality requirements as well as with HIPAA and other applicable government r