Client Account Support Director - Express Scripts - Hybrid

POSITION SUMMARY

The Director – Implementation is responsible for providing leadership and strategic support to a team of Implementation Managers across all sites regarding new client setup and large group add activities.  Facilitate and promote continued process improvement and total quality management within the Implementation department ensuring customer satisfaction.  Actively participate in cross-functional initiatives that support global implementation processes and procedures.  Represent implementation team throughout the initial client introduction, sales and negotiation process.  Prepare for, implement and communicate new corporate initiatives and processes within the implementation area.  Create, document and define operational procedures.

ESSENTIAL FUNCTIONS

• Provide strategic direction, guidance and support to the Implementation team regarding new client setup and large group-add activities, leadership training and personal development.
• Facilitate and promote continued process improvement and total quality management within the Implementation area ensuring customer satisfaction.
• Actively participate in cross-functional initiatives that support global implementation processes and procedures. Represent implementation team throughout the initial client introduction, sales and negotiation process.
• Implement process improvement through recommendations from team members.
• Responsible for establishment and communication of annual strategic work plan goals for implementations. 
• Set and manage the budget to meet corporate goals.  Periodically report to management.
• Oversee/Facilitate cross-functional work teams, meeting and projects.
• Define scope and objectives, develop preliminary project plan, design and project timeline and determine necessary resources. 
• Review and track status of projects and periodically report to management.
• Prepare for, implement and communicate new corporate initiatives and processes within the implementation area. Create, document and define operational procedures.
• Special projects as needed.

QUALIFICATIONS

• High School diploma required.
• Bachelor’s degree and/or Master's degree preferred.
• 16 plus years of equivalent work experience in the pharmacy benefits management industry preferred.
• 8 plus years of management experience required.
• Project Management Certification preferred.
• PC skills including knowledge of Microsoft Office and ESI systems required.
• Demonstrated experience in pharmaceutical, PBM or Healthcare industry preferred.
• Thorough knowledge of operational and implementation processes and procedures preferred.
• Demonstrated project management and organizational skills preferred.
• Ability to work cross-functionally to resolve complex client issues required.
• Strong focus on customer service required.
• Proven ability to manage timelines and balance multiple deadlines required.
• Understanding of ESI operations, systems, products and services preferred.
• Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions. Experience training and coaching less experienced staff required.
• Excellent verbal and written communication/presentation skills required.
• Ability to motivate employees, handle difficult employee relations issues and create a culture that supports high employee morale required.
• Strong leadership skills and the ability to effectively influence others 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.

About Evernorth Health Services

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sex