Vice President, Client Services

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

📋 Description

• Lead the Client Service Department and ensure satisfaction and retention of all WellDyne PBM clients.

• Develop and implement operational protocols for the Client Service team.

• Create or influence market-facing materials, such as business reviews, product and service summaries, and regulatory briefings.

• Provide exceptional client service and engage in strategic planning.

• Foster individual growth of WellDyne clients while managing customer and broker/consultant relationships through strategic, proactive engagement.

• Cultivate or ensure the development of executive-level relationships at key accounts.

• Recruit, lead, mentor, manage, and discipline team members.

• Supervise new-hire training and ongoing education in PBM, program up-selling, sales execution, and relationship management.

• Manage departmental P&L, budgeting, and staffing requirements.

• Establish best-practice procedures and Standard Operating Procedures (SOPs), ensuring staff compliance.

• Set departmental goals along with bonus and commission structures.

• Formulate strategies for addressing escalated issues.

• Build productive internal relationships to facilitate rapid issue resolution.

• Assess and enhance client-centered processes and procedures.

• Oversee the book of business, focusing on service, retention, and overall client relationships.

• Create client reporting protocols that cover content, frequency, quality review, and delivery strategies.

• Lead or take part in preparation meetings, RFP initiatives, finalist presentations, client presentations, and implementations.

• Maintain collaborative account management relationships that support client reporting and growth initiatives.

• Ensure clinical programs are accurately represented in client materials and effectively communicated by staff.

• Establish corporate relationships and engage in client-sponsored events and charities to foster growth and retention.

• Adhere to applicable laws, regulations, and WellDyne policies.

• Perform additional duties as assigned to achieve corporate objectives.

⛳️ Requirements

• Bachelor's Degree along with 10+ years of experience in health care, health insurance, managed care, PBM, or a related field; a combination of education and experience may be considered.

• Minimum of 7 years of management experience.

• Demonstrated knowledge and experience in managing and leading service teams with a proven success record.

• Experience with new client implementations and negotiations is advantageous.

• Strong organizational, interpersonal, communication, analytical, and presentation skills.

• Extensive understanding of the PBM or medical industry.

• Ability to effectively interact with executive and leadership teams.

• Proven experience in leadership and staff management.

• High attention to detail and the capacity to prioritize tasks and meet deadlines.

• Capability to produce training materials that support Client Services objectives.

• Competence in providing constructive feedback and delegating responsibilities to support staff.

• Superior written, verbal, and presentation skills.

• Excellent interpersonal and relationship management abilities.

• Capacity to strategically assess and plan in political environments and mediate compromises.

• Experience in managing multiple projects to successful completion while tracking milestones.

• Ability to apply logical methods to resolve issues and develop effective solutions.

• Skills to assess problems, identify root causes, and implement corrective actions.

• Flexibility, resourcefulness, adaptability, and effectiveness in a dynamic, team-oriented, high-growth environment.

• Ability to work independently while supporting, contributing to, and leading teams.

• Prolonged computer usage, hand-eye coordination, and manual dexterity sufficient to operate standard office and phone equipment.

• Willingness to travel as required.

🏝️ Benefits

• Established bonus and commission structures for the department.

• Significant travel is required.

• Typical office or at-home working environment.