Senior Client Account Support Analyst

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

📋 Description

• Actively monitor and pinpoint process deficiencies for both internal and external clients.

• Work in collaboration with various departments to address operational and service-related challenges while highlighting opportunities for process enhancement.

• Aid in the rollout of new plans and modifications to existing programs.

• Serve as a knowledgeable resource for Account Management and Service Delivery regarding CSC processes.

• Assist Business Analysts in updating accounts to ensure accurate reporting to clients.

• Manage workload effectively to adhere to client deadlines.

• Comprehend existing processes and identify chances to standardize, document, and delineate procedures.

• Address complex service issues and inquiries by resolving non-routine problems, ensuring client satisfaction.

• Recognized as an internal subject matter expert on all aspects of Accredo's operations.

• Responsible for completing assigned tasks and projects with a focus on quality and effective collaboration across functions.

• Investigate patient experiences across all Accredo systems, identifying service failures and coaching opportunities.

• Empowered to propose ideas and solutions for process enhancements within the organization.

• Independently determines the best approach for immediate resolution of service issues or escalation.

• Engage necessary internal partners to provide quality solutions for account teams and clients.

• Conduct a 5-Why root cause analysis on identified operational errors within Accredo.

• Mentor new CSC Level 1 agents to help them gain the necessary experience for transitioning to Level 2.

• Assist with training new hires as needed.

⛳️ Requirements

• High School Diploma or GED required.

• Associate's Degree preferred.

• Over 4 years of Accredo Specialty Pharmacy experience with RxHome and ESD is highly preferred.

• Familiarity with the complete end-to-end lifecycle, from Intake to Fulfillment of an Accredo prescription is highly preferred.

• Prior experience with products and services such as Co-Pay Assistance, SaveOn, Brand for Generic, and Medical Channel Management (MCM) is beneficial.

• Working knowledge of TMW, Houston, and/or Opsinsight is preferred.

• Proficient in Microsoft Applications including Excel and PowerPoint.

• Exceptional oral and written communication skills.

• Ability to clearly and concisely explain information and answer questions.

• Strong problem-solving skills, including trend identification, root cause analysis, and mitigation strategies.

• Capability to compile and present data to both internal and external stakeholders.

• Ability to thrive in a fast-paced environment and make prompt independent decisions.

• Strong organizational skills, detail-oriented approach, business acumen, resourcefulness, and risk management are essential.

• Strong analytical and problem-solving skills are highly preferred.

• Ability to adjust in a dynamic work environment, learn rapidly, resolve issues, and make decisions effectively.

• Ability to build cross-functional partnerships to proactively communicate and resolve issues and escalations with urgency.

🏝️ Benefits

• Health insurance.

• 401(k).

• Company-paid life insurance.

• Tuition reimbursement.

• A minimum of 18 days of paid time off per year.

• Paid holidays.