Client Services Manager

Company Overview:

Over the next ten years, there will be at least 4.6 million hospitalizations from the misuse of prescription drugs in people 65 or older, resulting in $528 billion in annual avoidable costs. RxAnte is on a mission to improve people’s health by helping them get more from medicines.  A rapidly-growing tech-enabled healthcare services company with over 30 million lives under management, RxAnte has become a leading provider of value-based pharmacy care management solutions for health plans.  RxAnte launched Mosaic Pharmacy Service in 2019, a wholly-owned subsidiary designed to offer pharmacy and chronic care management services for our clients’ most medically complex and vulnerable members. Using data, advanced analytics, specialized software and pharmacy automation, Mosaic is transforming the pharmacy experience for medically complex seniors while also helping payers achieve their quality improvement and cost savings objectives.

Job Profile

The Client Services Manager is a trusted partner and point of contact for RxAnte's health plan clients. This position reports to the VP of Client Services. The ideal candidate will partner closely with teammates in client strategy and operations; coordinate internal RxAnte teams such as Data Services, Product Management, and Client Analytics; and deliver operational excellence, lead day-to-day client interactions and operations, and support value, customer happiness, and corporate success.

You will listen to, learn from, and respond to client priorities and inquiries. This foundational relationship will help identify areas of improvement in RxAnte’s core services: analytics, intervention strategy, program operations, and performance evaluation, so that we may continue to consistently deliver value. You will support the operational and relationship components of several ongoing or new client programs and will be a specialist on issues and details surrounding the client programs, including: intervention strategies, relationship maps, operational schedules, key contacts, and performance measures.

Specific responsibilities include:

• Understand and manage client objectives, expectations, and timelines by communicating regularly with internal team members, and acting as an internal and external project manager who ensures successful tracking and delivery of client goals across key financial, clinical, operational, and service capabilities
• Maintain an understanding of RxAnte’s capabilities/vision, and effectively communicate all relevant offerings to the client, identifying upsell opportunities
• Gather and analyze insights to identify trends and areas of success and improvement, resolve root cause issues, build work plans, and develop quality output for internal and external constituents
• Support the design, build, implementation and ongoing management of new products, clinical programs and/or support for client initiatives and play an active role in growing client relationships
• Nurture in-depth relationships with vendors and sub-contractors, to address issues as they arise in an effective and timely manner, raising to senior management as appropriate
• Achieve a high rate of client retention and stated revenue targets for existing clients
• Be responsible for all aspects of client deliverables, including coordination with technical and analytic teams, identification of potential issues, risk mitigation, and entering and tracking of tasks in company project management software
• Communicate client goals and critical initiatives to the internal RxAnte teams, including coordinating across departments by scheduling and facilitating meetings as needed to share product development feedback and input
• Administer an annual program planning process for each client and continually work to ensure successful completion of that plan to achieve relationship and financial goals

Skills/Abilities

• Healthcare experience and domain expertise, especially with health plans, Medicare Advantage, Medicaid, and quality or performance measurement
• Consistent track record of creating, maintaining, and enhancing customer relationships and communicating optimally with senior management
• Propensity toward curiosity, analysis, problem solving, and/or strategic insight; and a bias toward action, idea execution, and/or answer-seeking
• Periodic travel to RxAnte offices and client sites is required
• Comfort in and adaptability with a fast-paced, dynamic environment while maintaining focus on key goals
• Results-oriented with ability to prioritize and run multiple projects simultaneously and manage a team to consistently meet timelines and client expectations
• Excellent written and oral presentation skills with the ability to engage, build credibility, and create trust across all levels of an organization
• Willingness and ability to work collaboratively across functional teams and with team members at various levels

Education/Experience

• Bachelor's degree in a related field
• 3-5 years of experience in a similar client-facing role