Associate Director, Account Management

Position Overview:

The Associate Director, Account Management is responsible for managing the planning, execution, issue resolution and day to day account management functions of an assigned high profile and limited client portfolio and team to ensure ongoing client satisfaction in the Pharmacy Benefit Administration (PBM) market segment including Health Systems, Employer Groups, Pubilic Entities, Labor/Union and Small Market.

Additionally, this position will lead and collaborate with internal Capital Rx teams/departments on the development of standard operating procedures and best practices in support of Account Management and PBM Services Account Management needs to operate efficiently and at scale in accordance with the policies and practices of Capital Rx.

This position manages Account Managers, Account Coordinators and and may include other designated member of the PBM Account Management Team (i.e. Subject Matter Specialist, PBM Services). This position reports to Director-level supervisors in the PBM vertical.

Position Responsibilities:

• 
  

  Supervise and support a team of account managers and/or account coordinators to ensure client satisfaction, retention, and performance.

  
  
• 
  

  Support clients in a leadership capacity, focusing on escalation management and relationship development.

  
  
• 
  

  Manage high profile but limited client book.

  
  
• 
  

  Conduct regular team meetings to align goals, share updates, and address challenges.

  
  
• 
  

  Mentor and develop team members to enhance their skills and knowledge in PBM services.

  
  
• 
  

  Handle escalations and provide strategic guidance to resolve client issues efficiently.

  
  
• 
  

  Serve as the point of contact for key clients, fostering strong, long-term relationships.

  
  
• 
  

  Lead team in the form of account managers and/or account coordinators to ensure proactive and effective communication with clients.

  
  
• 
  

  Support implementation teams with client onboarding, ensuring a smooth transition and clear understanding of PBM services.

  
  
• 
  

  Proactively address client concerns, ensuring quick and effective resolution of issues.

  
  
• 
  

  Act as a liaison between clients and internal teams to manage escalations and resolve conflicts.

  
  
• 
  

  Stay updated on industry trends and regulations, sharing knowledge with the team

  
  
• 
  

  Implement process enhancements to optimize service delivery and efficiency.

  
  
• 
  

  Help build and develop job aids, policies and procedures, and standard operating procedures for the client account management team.

  
  
• Responsible for adherence to the Capital Rx Code of Conduct, including reporting of noncompliance.

Required Qualifications:

• 
  

  Undergraduate bachelor's degree, with record of strong academic performance

  
  
• 
  

  5+ years of proven experience in PBM / health plan, benefits consulting, healthcare industry

  
  
• 
  

  Track record of building trusting internal and external relationships

  
  
• 
  

  Track record of leading cross-functional initiatives, driving high performance, meeting deadlines, and executing on deliverables

  
  
• 
  

  Experience working with structured and unstructured data

  
  
• 
  

  Proficient in Microsoft Office, particularly Excel, SQL a bonus

  
  
• 
  

  Ability to balance multiple complex projects simultaneously

  
  
• 
  

  Exceptional written and verbal communication skills

  
  
• 
  

  Extremely flexible, highly organized, and able to shift priorities easily

  
  
• 
  

  Attention to detail & commitment to delivering high quality work product

  
  
• 
  

  Ability to travel, not to exceed 25%

  
  

Preferred Qualifications:

• 
  

  3+ years of people management experience