Program Management - Senior Advisor - Express Scripts - Hybrid

Position Summary

The role is responsible for providing operational management of work requests to drive satisfactory results for the Centene internal team, leadership, and for Centene.  Role requires strong client account and PBM operational knowledge.  Position is accountable for assigned work with a focus on client satisfaction, quality, timeliness, performance guarantees and the effective use of cross-functional partnerships.  Position requires strong analytical skills to drive resolution of complex issues.  Role is empowered to identify and drive solutions and improvements for client and ESI processes.  Role will take on any special projects as assigned.  Position requires proactive approach to ensure workload remains at full capacity based on accomplished cross-training. Role requires navigation across numerous operational areas within our organization.

Essential Responsibilities

• Manages assigned service and operational deliverables, including but not limited to: analysis, capture of client intent, cross-functional project management, management of complex and escalated assignments, and handling of member service and client operational initiatives. Meets all defined service standards to ensure CST and client satisfaction.

• Independently determines direction for resolution of any service or escalated issue.   Appropriately escalates as needed. 

• Participates on cross-functional teams to identify opportunities to address global client issues, presenting recommendations to leadership.

• Leads special projects as assigned.  Shares best practices and knowledge of the business with peers to improve service levels.  Assists with peer training and support.

• Participate in client discussions regarding issues/resolutions, and other initiatives.

• Provide clear and timely client facing updates.

• Lead meetings and work across numerous operational areas to bring complex issues to resolution.

• Manage work to performance guarantees.

Qualifications

• High School Diploma or GED required. Bachelor’s degree preferred.

• 3+ years of professional experience required.

• Experience in healthcare or PBM industry preferred.

• Excellent verbal and written communication and presentation skills.

• Strong leadership skills and the ability to effectively influence others.

• Strong focus on quality, effective communication, critical thinking, problem solving and customer service required.

• Demonstrated ability managing projects utilizing proven project management processes.

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

• Ability to handle analysis from issue identification to solution delivery.

• Demonstrated initiative with commitment and ability to work under pressure and meet tight deadlines.

• Client facing experience preferred.

• Proven experience using Microsoft Word, Excel, Outlook, and PowerPoint.

• Ability to build and maintain strong cross-functional networks to add value to organizational efforts.

• Adapt to a dynamic work environment, learn quickly, solve problems and make decisions with minimal oversight.

• Demonstrate initiative, commitment, and ability to work under pressure and meet tight deadlines.

• Previous quality and process improvement experience strongly advised.

• Flexibility to support peak seasons and flexible schedule to meet needs.

• Excellent organization skills with ability to multi-task and drive multiple priorities at the same time preferred
• Strong prior knowledge of project management or program management execution preferred
• Strong technical understanding to determine value, prioritization and/or critical problem solving skills
• Excellent oral and written communication skills, including the ability to clearly and openly communicate status, issues/risks, and challenges presented to project, as well as ability to create clear and concise presentations required
• Advanced problem-solving skills with the ability to work cross functionally to resolve issues and generate results among potentially conflicting constituencies preferred
• Demonstrates advanced knowledge utilizing implementation tools preferred
• Ability to effectively operate within a fast pace, dynamic organization preferred
• Ability to effectively work within a complex, matrix environment preferred
• Create a culture and team dynamic to maximize a team environment preferred
• Ability to travel overnight required

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