Operations Advisor - Express Scripts - Remote

Position Summary

The Operations Advisor is responsible for providing operational management of work requests to drive satisfactory results for the Client Service Team (CST), Client Experience leadership, Sales and clients.  Position 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 may be client facing, requiring strong communication, presentation and business relationship skills.  Role is empowered to identify and drive solutions and improvements for client and ESI processes.  Role participates in peer mentoring and special projects as assigned.  Position requires proactive approach to ensure workload remains at full capacity based on accomplished cross-training.

Essential Functions

• 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.  Assignments may fall across various Client Optimization work streams.  Supports designated clients as assigned.  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.

Qualifications

• High School Diploma required

• Bachelors degree preferred

• 2 plus years of professional experience required

• Experience in healthcare or PBM industry preferred

• Strong focus on quality, effective communication, and customer service preferred

• Demonstrated ability managing projects utilizing proven project management processes preferred

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

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

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

• Client facing experience preferred

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

For this position, we anticipate offering an annual salary of 80,600 - 134,300 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

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