Client Manager

AffirmedRx is on a mission to improve health care outcomes by bringing clarity, integrity, and trust to pharmacy benefit management. We are committed to making pharmacy benefits easy to understand, straightforward to access and always in the best interest of employers and the lives they impact. We accomplish this by bringing total clarity to business practices, leading with clinical approaches, and utilizing state-of-the-art technology.

Join us in improving health care outcomes for all!  We promise to do what’s right, always.

Position Summary:

The Client Manager is responsible for developing and managing relationships with clients, consultants, brokers, and partners.  This role involves developing and implementing strategies to maintain and enhance client satisfaction, including collaborating with internal departments to meet client needs. The Client Manager serves as the primary point of contact for clients, addressing inquiries, resolving issues, and identifying opportunities for growth. They analyze client feedback to drive continuous improvement and maintain strong relationships built on trust and transparency.  

What you will do:

Member and Client Management:

• Develop and implement clinical program strategies to optimize patient care outcomes, medication adherence, and overall member experience and plan performance
• Collaborate cross-functionally with internal stakeholders, including pharmacy, implementations, analytics, and account management teams, to align clinical initiatives with client needs and objectives
• Serve as the primary point of contact for clients regarding clinical program performance, outcomes, and strategic recommendations, fostering strong client relationships and trust
• Analyze data and trends to identify opportunities for program enhancement, cost savings, and quality improvement, leveraging insights to drive informed decision-making and innovation
• Remain informed on industry trends, regulatory changes, and best practices in clinical program management, incorporating relevant insights into program design and implementation
• Develop and deliver client presentations, reports, and updates on clinical program performance, demonstrating value proposition and ROI to key stakeholders
• Collaborate with clients to tailor clinical programs and initiatives to meet the unique needs of their member populations, ensuring alignment with organizational objectives and priorities
• Provide strategic input into the development of new clinical programs and initiatives, including pilot programs, enhancements, and expansions, to address emerging healthcare challenges and opportunities
• Participate in client webinars, training, and other forums to educate (Travel to client open enrollment or benefit fairs may be required)
• Provide ongoing support which may include but not limited to, interpreting plan design, research and resolving phone calls, written and electronic inquiries, resolving claims, benefit, and enrollment issues
• Establish and develop relationships with key client decision-makers, understand their healthcare strategy and goals, determine how AffirmedRx can best help them achieve their desired results
• Manage and execute client contractual requirements and guarantees
• Retain clients
• Communicate drug information to clients and respond to plan-specific clinical inquiries; support resolution of member-specific inquiries

Performance Monitoring

• Maintain an understanding of industry trends and provides clients with insights and recommendations
• Meet with clients to discuss trends, review relevant pharmacy data, and provide recommendations with supportive rationale for strategies
• Lead client discussions on clinical trends, review relevant pharmacy data, and provide recommendations with supportive rationale for clinical and plan management strategies
• Develop client relationship and clinical strategy plans
• Monitor key performance indicators and facilitate timely interventions
• Analyze and evaluate pharmacy benefit reporting and create ad-hoc reports as requested

Collaboration

• Partner with client team members and internal support teams to provide best-in-class member and client service
• Support implementation of new clients, plans, plan changes, and other plan set-up requirements (This may include gathering plan requirements, building/coding plans, conducting peer review quality control, review of testing and claims output)
• Partner with Implementation team during new client onboarding to ensure a seamless transition from implementation to client management
• Identify and contribute to process improvement efforts