[Hiring] Vice President Client Services @WellDyne

Role Description

The Vice President of Client Services is a strategic leadership role responsible for the satisfaction and retention of all WellDyne PBM clients. This position oversees WellDyne’s Client Service Department and serves as an internal partner to various departments and teams within the enterprise on behalf of clients. The Vice President will create and drive operating protocol within the Client Service team and establish or influence the development of market-facing materials, including business reviews, product & service overviews, regulatory overviews, and other items as identified.

• Delivery of best-in-class client service
• Participation in strategic planning
• Individual growth of WellDyne clients
• Maintenance of strong customer and broker/consultant relationships through strategic, proactive contact
• Development of executive-level relationships at key accounts

Qualifications

• Bachelor’s Degree and 10+ years of health care, health insurance, managed care, PBM, or related industry experience (equivalent combination of education and experience considered)
• At least 7 years of management experience
• Knowledge and experience in managing and leading service teams with a proven track record of success
• Experience with new client implementations and negotiations is helpful
• Strong organizational, interpersonal, communication, analytical, and presentation skills required

Requirements

• Responsible for staff/employer relationship: Hires, leads/mentors, manages and disciplines
• Oversight of training/materials from new employee training to ongoing training specific to the PBM industry
• Responsible for departmental P&L, budgeting oversight, and staffing
• Mentors, trains, and directs assigned staff members to ensure adherence to best practices guidelines/SOPs
• Establishes department goals, bonus, and commission structures
• Identifies strategies to ensure Client Services staff can resolve escalated issues
• Establishes productive internal relationships for rapid and effective issue resolution
• Puts the client at the center of work efforts to evaluate and improve processes
• Responsible for book-of-business client management including service, retention, and overall relationships
• Development of client reporting protocol, including content, cadence, quality review, and delivery strategy
• Participates in or leads internal and external staff meetings
• Maintains collaborative client account management relationships
• Ensures clinical programs are accurately represented in client materials
• Establishes corporate relationships and participates in client-sponsored events/charities
• Exhibits compliant and ethical behavior in job responsibilities
• Significant travel required
• Performs other duties as assigned to meet corporate objectives

Knowledge, Skills, and Abilities

• Extensive knowledge of the PBM or Medical industry
• Ability to interact effectively with executive and leadership teams
• Proven leadership and management of staff
• High attention to detail with the ability to prioritize and meet deadlines
• Ability to proactively produce training materials in support of Client Services objectives
• Ability to provide constructive feedback and delegate to support staff
• Superior writing and verbal communication skills, including presentation skills
• Relationship-focused, with excellent interpersonal skills
• Proven ability to assess and plan strategically for political environments
• Experience managing multiple projects to a successful conclusion
• Ability to apply logical methods to address problems and develop effective solutions
• Ability to assess problems, distinguish root causes, and take immediate corrective action
• Must be flexible, resourceful, and adapt quickly to change
• Ability to work independently as well as support, contribute, and lead teams

Work Environment / Physical Demands

• This position is in a typical office/at-home environment which requires prolonged sitting in front of a computer
• Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment
• Travel required