Manager, Client Integration Support

This is a fully remote position, open to applicants in Minnesota.

📋 Description

• Lead the Client Integration Support function for RxCompass.

• Provide direct leadership and management of the Account Coordinator team.

• Establish priorities, workflows, service standards, and performance expectations.

• Coach, develop, and support team members effectively.

• Manage the distribution of workload and coverage across client implementations.

• Oversee client support during implementation, go-live, and the early stabilization phase post-go-live.

• Maintain a structured support model for 30, 60, and 90 days post-go-live.

• Track client requests, deliverables, timelines, open issues, and action items until resolution.

• Ensure seamless transitions between Business Integration, Operations, Client Experience, and other stakeholders.

• Identify barriers impacting client integration and facilitate escalation and resolution.

• Oversee reporting that offers insights into member progression and early program performance.

• Track key milestones such as opportunity identification, outreach and engagement, potential savings, enrollment, prior authorization activity, transition-of-care or bridge-fill needs, shipping status, and transition to maintenance.

• Ensure accurate, consistent, and timely reporting along with 30-, 60-, and 90-day program summaries.

• Identify trends, risks, and barriers requiring action or visibility from leadership.

• Collaborate with Business Integration, Implementation, Client Experience, Operations, Analytics, and vendor partners.

• Serve as an escalation point for client and member-level issues during implementation and the early lifecycle phase.

• Drive accountability and follow-through on issues impacting client experience, member progression, or program performance.

• Develop and maintain standardized workflows, documentation, tracking tools, and processes.

• Enhance client onboarding, reporting, and handoffs from implementation to operations.

• Address recurring client or operational barriers and their root causes across functions.

• Support scalable processes as the RxCompass client base expands.

• Complete necessary HIPAA training and report any discovered HIPAA violations to the Compliance Department.

⛳️ Requirements

• 3-5 years of experience in people leadership, coaching, and team development.

• Strong client-service orientation along with stakeholder management capabilities.

• Exceptional organization, communication, and follow-through skills.

• Ability to manage multiple priorities, client deliverables, and competing deadlines.

• Strong analytical skills and comfort with operational and member-level reporting.

• Capability to identify risks, barriers, and trends, driving issues to resolution.

• Strong cross-functional leadership and problem-solving abilities.

• Ability to establish structure and accountability in a dynamic environment.

• Strong sense of urgency, ownership, and attention to detail.

• Directly manage the Account Coordinator team and may oversee additional Client Integration Support roles as the function evolves.

• Full-time, salary/exempt position.

• Must be available during core work hours of 8:00 AM to 5:00 PM CT.

• Work hours must be adjusted to facilitate meetings across all time zones.

• Willingness to work extended hours, weekends, and holidays based on industry demands.

• Travel of up to 20% may be required.

• Bachelor’s degree in business, Healthcare Administration, Pharmacy, or a related field preferred.

• 5+ years of progressive experience in pharmacy benefits management, specialty pharmacy, healthcare operations, client implementation, client services, or a related healthcare environment preferred.

• Previous leadership or supervisory experience preferred.

• Experience in supporting client implementations, onboarding, or post-implementation operations.

• Familiarity with operational reporting, performance tracking, and process improvement.

• Knowledge of care navigation, specialty pharmacy, patient assistance programs, or related pharmacy-support programs preferred.

• Required HIPAA training and competency.

• Compliance with HIPAA obligations concerning Protected Health Information (PHI).

🏝️ Benefits

• Medical, Dental, and Vision insurance.

• Disability and Life insurance.

• Employee Assistance Program.

• Remote work options.

• Generous Paid-Time Off.

• Annual Reviews and Development Plans.

• Retirement Plan with company match, immediately 100% vested.