Remote Associate Director

Summary

The Associate Director, Customer Experience will manage client relationships for Medvantx Pharmacy Services, coordinating with various departments to maintain and enhance current and new programs. They will project manage the implementation of clients and ensure client satisfaction. A Bachelor's Degree and 10+ years of experience is required, with pharmaceutical patient services experience preferred.

Requirements

• Bachelor’s Degree
• 10+ years’ experience in account and/or operational management experience
• Pharmaceutical patient services or related experience required
• Adept at tactical project management and execution
• Skilled with MS Office products, Jira, and Power BI
• PMP certification or related experience required

Responsibilities

• Coordinate with all levels to maintain, evolve and enhance current and new programs, processes and services for both new and existing clients
• Project manage the implementation of all assigned and new incoming clients and client requests to ensure a smooth transition for using Medvantx Services
• Lead the writing and maintenance of programs’ PRDs, CWIs, and additional overviews to be used for training and ongoing reference tools in conjunction with Production
• Responsible for all assigned client communications, conflict resolution, and compliance on client deliverables
• Facilitate client and internal meetings communicating the client's goals and interests to the team to build a cohesive relationship between the client and Medvantx
• Assess client needs and requests for best resolution within operational and contractual parameters including working with Finance on rate cards and appropriate invoicing
• Ensure that client issues and requests are dealt with in an efficient manner, all necessary players are included, leadership informed of any issues/concerns that may arise and determine best communication to resolve
• Complete all required contracted reports and communicate results, trends and other insight gained from the data to assigned clients
• Work with the quality and finance departments to ensures that all processes are completed when necessary, quality and compliance standards are met, client expectations are met and that projects are profitable
• Liaise between current clients, technology and applicable third party partners to insure program goals and system requirements align
• Filter, approve and coordinate change requests to plan specs ensuring all updates are completed and communicated effectively
• Be aware and in pursuit of opportunities for account growth and new business, involving the VP Customer Experience and Sales leadership when appropriate
• Understand client’s business rules, program goals, contracts, product(s), therapeutic area and patient types

Benefits

• Health insurance
• Retirement benefits
• Paid time off
• Life and disability insurance
• Bonuses and incentives
• Professional development opportunities
• Wellness programs
• Family and parental leave
• Remote work flexibility