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Director, Client Services - Pharmacy Benefit Management

Chicago, IL 60610

Employment Type: Permanent Hire Industry: General Job Number: 8741 Pay Rate: 100,000 Years of Experience Required: 2

Job Description

Director of Client Services - Pharmacy Benefit Management


Will be responsible for the staffing and direct supervision of and will be accountable for the training and development of account managers and account executives. The Director of Client Services develops and enhances relationships with the organizations business partners (third party administrators and brokers). The Director of Client Services interacts with senior management to develop and implement initiatives consistent with the organizations goals and objectives and will work closely with the Director of Benefit Administration to ensure seamless client implementations and execution of ongoing service.


Specific Responsibilities:

  • Hire, train, assess, develop, and supervise staff within the client services department, including account executives and account managers.
  • Ensure that company policies and procedures are introduced, understood, documented and followed by department staff.
  • Develop strong internal relationships with managers in other departments to ensure that client needs are prioritized appropriately across the organization.
  • Develop and implement metrics and goals for individual staff members that contribute to departmental and company objectives.
  • Track, measure, and report on department and individual staff performance to senior management according to company policies and guidelines.
  • Actively participate in and contribute to corporate initiatives, projects, and committees as assigned.
  • Enhance existing strategic relationships to achieve the organizations growth and profitability goals and identify and refer new potential strategic partnerships to senior management and sales.
  • Assist client services staff to gain influence within existing accounts and access to the executive decision makers for the long-term profitable retention of the clients.
  • Lead the strategic planning for designated clients and strategic business partners including education and promotion of the organization’s products and services.
  • Position capabilities to drive growth and retention goals with strategic partners.
  • Achieve retention and profitability goals with strategic partners and overall book of business.
  • Implement process improvement initiatives within department and provide recommendations to internal and external partners to ensure consistent use of industry and operational best practices.
  • Support client services staff to lead customer audit activities to ensure designated targets are met and delivered timely and accurately.
  • Lead department RFP process on new and existing relationships ensuring repeatable client assignments and standardized proposal responses.
  • Lead development and strategy for finalist presentations for the retention of strategic accounts and to assist sales in winning new business.
  • Serve as a consultative business partner to strategic clients/partners on escalated issues.
  • Maintain knowledge of current events and engage strategic partners proactively with direct or indirect industry changes which impact their business.
  • Serve as the PBM industry expert with strategic clients and business partners.
  • Lead Client Services team on strategic planning and meetings to ensure retention of clients and business partners .


Education and Experience:

Bachelor’s degree with at least 5 years client-related benefits experience working with self-funded employers and third-party administrators.  Must have Previous PBM experience.  Position requires demonstrated leadership experience • Valid driver’s license and have access to reliable transportation to conduct business meetings.

Must have strong verbal and written communication skills; ability to speak clearly and effectively convey complex or technical information at the executive level along with strong time management, organizational and prioritization skills • Proficient in Microsoft Office suite, including Microsoft Word, Excel, Outlook and PowerPoint and comprehensive business understanding of the PBM industry

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