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Advocacy. Expertise. Service.
Manager, Client Issue Management
Location
United States
Posted
71 days ago
Salary
$96K - $120K / year
Seniority
Lead
Job Description
Manager, Client Issue Management
RxBenefits, Inc.
• The Issue Management Manager is uniquely positioned to ensure the success of people, projects, and processes to deliver upon and exceed client expectations • Oversees the client issue management tool, as well as a Triage Analyst, and will report to the Sr Program Manager, Continuous Improvement • Leverages data to analyze and forecast customer needs and outcomes while also serving in a key capacity to drive improved service and recovery for all client relationships • Collaborates across teams within RxBenefits to identify improvement opportunities to create a company-wide issue management process and adoption of root cause analysis as standard practice • Oversees the success of the issue management process and mitigation • Proactive identification, analysis, tracking and assistance to resolve complex issues ensure process adherence across the company to avoid future occurrence • Communicates risks, dependencies, resourcing, issues, critical milestones, and actions necessary to succeed • Oversee Issue Management Triage Analyst through proper root cause analysis strategies, documentation and communication that enhance overall performance encompassing the right people, process, and tools • Ensures timely communications, customized for various audiences and stakeholder groups, to ensure critical knowledge is disseminated across the organization • Role models the commitment and behaviors needed to meet the Company’s aggressive growth and retention goals including leveraging data & corporate strategy to prioritize the right projects • Identifies and develops strong relationships within RxBenefits functional areas, leveraging these relationships to drive consistent, connected processes and expectations • Ensures Continuous Improvement team has visibility into trends to assist with process change • Participates in the annual process improvement roadmap and initiatives, working with key leaders while assessing strategic priorities, financial impact, and other outcomes • Maintains working knowledge of all RxBenefits service offerings, products, and strategic goals, leveraging this knowledge to assess and prioritize recommended process improvement efforts
Job Requirements
- Bachelor’s degree or commensurate experience required
- 7+ years in operations, process, improvement role with management expertise
- 5+ years of experience in issue management, risk management
- 5+ years of experience in pharmacy benefits or related industry
- Six Sigma yellow belt certification required within one year of start date
- Working proficiency of company standard MS Windows and associated office productivity software tools (Word, Excel, PowerPoint) required
- Smartsheet or project management system/tool experience required
- Proven history of utilizing continuous improvement philosophy, tools and techniques to drive significant and quantifiable efficiency improvement projects
- Strong project management, planning and analytical skills; proven ability to apply these skills with skillful business acumen to complex situations with competing priorities
- Experience gathering, conducting analysis and evaluating data, identifying actionable insights, and developing clear and compelling solutions and strategies from the findings
- Process minded individual who understands how to guide a team to execute with utmost thoroughness and accountability
- Broad business knowledge and ability to link customer needs with business processes
- A strategic, solutions-oriented guide to meeting client needs, able to see the whole picture and think outside of the box while effectively addressing the goals of all partners
- Highly collaborative team player with the ability to work effectively across all departments to build successful relationships with various stakeholders to drive a culture of accountability
- Excellent communication and interpersonal skills; able to work with people of varied technical backgrounds and management levels
- A high level of curiosity, passion for learning, and passion to help others be successful
- Ability to manage workload autonomously, make decisions, work in a complex environment
- Ability to facilitate consensus and obtain buy-in to drive successful adoption of change
Benefits
- Remote first work environment
- Choice of a HDHP or PPO Medical plan, we pay 100% of the premium for the HDHP for you and your eligible family members
- Dental, Vision, Short- and Long-Term Disability, and Group Life Insurance that we also pay 100% of premiums (for your family too on Dental and Vision)
- Additional buy-up options for Short- and Long-Term Disability and Life Insurance
- 401(k) with an employer match up to 3.5% available after 60 days
- Community Service Day to give back and support what you love in your community
- 10 company holidays including MLK Day, Juneteenth, and the day after Thanksgiving plus a floating holiday to use as you like
- Reimbursements for high-speed internet, we’ll send you a computer and monitors to help you do your best work
- Tuition Reimbursement for accredited degree programs
- Paid New Parent Leave that can be used for adoption or birth
- Pet insurance to protect your furbabies
- A robust mental health benefit and EAP service through Spring Health to support you when you need it most
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