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Rightway · 4 months ago

Sr. Client Success Manager (Hybrid CS/Implementation)

Dallas, TX

Full-time

Hybrid

Senior Level

$130K/yr - $145K/yr

5+ years exp

Rightway is a healthcare company focused on harmonizing care for everyone through innovative solutions. They are seeking a dynamic Client Success Manager to oversee the client journey from implementation to ongoing relationship management, ensuring high-quality service delivery and client satisfaction.

Health CareMedical

Responsibilities

Responsible for the overall relationship with assigned PBM clients, including managing ongoing client touchbases, contract deliverables, tracking client inquiries and maintaining logs, resolving client escalations when they occur, and ensuring overall client satisfaction

Develop custom implementation timelines and project plans based on client needs and complexity

Manage data migration processes including member eligibility, historical claims and Prior Authorization data, and Open Refill Transfer files

Maintain regular contact with clients, client representatives, and other internal members of the account team regarding ongoing pharmacy operations

Serve as the initial point of contact for all day-to-day operational inquiries, either from clients directly or from internal team members on behalf of the client. Leads and facilitates all client meetings, including quarterly and annual business reviews

Responsible for gathering all client requirements for annual open enrollment process, including benefit changes and any customized requirements

Participate in client webinars, training, and other forums designed to educate their employees on Righway’s PBM solution. Travel to client sites for Open Enrollment or Benefit Fairs may be required

Identify trends within issues and works with the operations team and vendor partners to take appropriate preventative measures

Work with operations and vendor partners to ensure all requirements and deliverables are met and sent to the client timely and accurately. Ability to track and identify issues and risks that are not being met per contractual obligations

Participate in efforts to support standardization across accounts and works in multi-disciplinary teams to design and implement production and operational enhancements

Provide ongoing support to Rightway partners which may include, but not limited to, interpreting plan design, researching and resolving phone, written and electronic inquiries, resolving claims, benefit and enrollment issues

Maintain an understanding of industry trends and provides clients with insights and recommendations on how Rightway’s solutions work to address those trends

Qualification

PBM operationsClient managementProject managementPharmacy benefit knowledgeData migrationCommunication skillsExcelGoogle SheetsPowerPointGoogle SlidesProblem-solvingPresentation skillsOrganizational skills