[Hiring] Client Manager @AffirmedRx, PBC

Role Description

The Client Manager serves as the primary day-to-day operational contact for assigned employer and health plan clients, ensuring a high level of service and support. Working within a cross-functional account team, this role collaborates closely with internal partners to deliver a seamless client experience. The position manages the operational aspects of client accounts, including:

• Benefit administration
• Plan changes
• Eligibility updates
• Implementations
• Issue resolution

The Client Manager also provides clear guidance on pharmacy benefit matters and ensures client needs and commitments are effectively communicated and addressed. Additionally, the role identifies opportunities to improve benefit performance, enhance client satisfaction, and support long-term client success.

Qualifications

• Bachelor's degree in Business, Healthcare Administration, or a related field; equivalent professional experience will be considered
• 0-1 year of experience in account management, client success, or client-facing operations within a PBM, health plan, TPA, or managed-care environment
• Healthcare experience required
• Working knowledge of pharmacy benefit operations including claims processing, formulary management, eligibility, network configurations, and benefit plan design
• Strong communication skills with the ability to translate complex pharmacy benefit information into clear, actionable guidance for non-technical audiences
• Demonstrated ability to manage multiple accounts and competing priorities with attention to detail and consistent follow-through
• Proficiency with CRM systems and standard business tools (Microsoft Office, Teams)
• Experience within a transparent, pass-through, or PBM-optimizer organization
• Familiarity with Salesforce or similar healthcare CRM platforms
• Experience supporting quarterly business reviews and client-facing financial reporting
• Prior experience working in a pod or team-based account model

Requirements

• Serve as a day-to-day contact for assigned client accounts, supporting the Client Executive and broader account team in delivering exceptional service
• Build positive working relationships with client contacts, including HR teams, benefits administrators, and consultants
• Respond to client inquiries and requests promptly, ensuring questions are routed to the appropriate internal teams and followed through to resolution
• Maintain accurate account records, client communications, and action items within Salesforce and other internal systems
• Support client meetings by preparing agendas, tracking action items, and coordinating follow-up activities
• Assist with processing eligibility updates, benefit changes, plan configuration requests, and other routine account maintenance activities
• Coordinate with Operations, Eligibility, Billing, Clinical, and IT teams to ensure timely execution of client requests
• Support implementation activities, renewals, and benefit changes by tracking timelines and helping ensure deliverables are completed on schedule
• Validate information for accuracy and escalate discrepancies or issues as needed
• Monitor account performance metrics, pharmacy spend, and utilization trends; surface insights and optimization opportunities to the Client Executive and Clinical Consultant
• Prepare and contribute to quarterly business plans, financial performance summaries, and client-facing reporting packages
• Identify cost-savings opportunities and operational efficiencies within assigned accounts and escalate upsell or growth opportunities to the Client Executive
• Triage and resolve client issues by coordinating across internal teams and communicating status clearly to clients throughout the resolution process
• Escalate complex or high-impact issues to the Director, Client Management or Client Executive as appropriate, with context and recommended resolution
• Participate in regular account team meetings with the Client Executive, Clinical Consultant, and Patient Care Advocacy partners to align on client priorities and action items
• Follow established company policies, procedures, and compliance requirements in all client interactions and account activities
• Maintain accurate documentation of client requests, decisions, and completed work
• Identify opportunities to improve processes, client experience, and operational efficiency
• Participate in training and professional development activities to build PBM, client management, and industry expertise

Benefits

• To impact industry change in the pharmacy benefits management space, while delivering the highest quality patient outcomes
• To work in a culture where people thrive because when OUR team thrives, OUR business thrives
• Competitive compensation, including health, dental, vision and other benefits