Manager, Client Success

Who We Are

NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance who has also earned the 5-Star Diversity, Equity and Inclusion (DEI) award from Insurance Business magazine and the WORK180 employer endorsement. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach. To learn more, please visit: https://www.NFP.com.

Position Overview:

As a Client Success Manager at Valued Pharmacy Services, you will be responsible for leading and mentoring a team of Client Success Coordinators to ensure the highest level of satisfaction and success for our clients. Your role will involve developing and implementing strategies to enhance client engagement, retention, and overall satisfaction. You will also be a pivotal link between our clients, prescription benefit consulting, and clinical program management. This dynamic position involves close collaboration with analytics, consultants, and external partners to optimize prescription benefit programs and ensure the seamless integration of clinical initiatives.

Principal Duties and Responsibilities / Essential Functions:

• Lead, mentor, and develop a team of Client Success Specialists to achieve departmental goals and deliver exceptional service.

• Develop and implement strategies to improve client engagement, satisfaction, and retention.

• Serve as the primary point of escalation for client issues, ensuring timely and effective resolution.

• Collaborate with cross-functional teams to address and resolve complex client challenges.

• Stay informed about industry trends, competitive landscape, and best practices to continuously improve the client success function.

• Specialty Copay Assistance Program (SCAP) - facilitates member and specialty pharmacy calls, enrollment in copay card programs, runs accumulator reports, performs daily auditing of specialty claims, triggers member letters, updates copay card program tracker with max dollar funds.

• Patient Assistance Program (PAP) - helps find financial assistance for specialty members that are either excluded from specialty benefit or enrolled in Direct Procurement Solutions (DPS).

• Individual Medication Management (IMM) - identifies new IMM drug utilizers, sends member letters, updates, and maintains list in CRM Zoho.

• Reporting - management of client and broker reporting requests, supports consultants in creation of client performance reviews, and aggregation of PBM and consulting outcomes.

• Data Integrity - management of data platform integrity via monthly audits of eligibility, and missing or incorrect data in system, and collaboration with BI team to resolve errors.

• CRM Management - maintenance of CRM Zoho via monthly updates of missing or modified information to ensure the most current status and documentation is captured in the system for each client.

• AI Alert Emails - weekly emails to brokers and clients on identified high dollar claims, new specialty and new non-specialty high dollar claims, and other outliers in their utilization.

• Case Management - collaboration with PBM partners to resolve escalated member issues, plan issues, reporting issues, etc.

Minimum Requirements for Education, Experience, and Certifications/Licenses:

• High School Diploma required.

• Bachelor's degree or Certified Pharmacy Technician (CPhT) preferred.

• 3-5 years' experience in pharmacy, benefit management, healthcare, or related industry experience.

Qualifications & Skills:

• Basic Communication Skills: Ability to effectively communicate both verbally and in writing.

• Learning Agility: Diligence to proactively expand skillset, resolve issues, or get past roadblocks.

• People Skills: Ability to foster positive working relationships. Use of a communication style that enhances high levels of engagement.

• Perseverance: Ability to follow-through, meet deadlines, and strive to exceed goals.

• Critical Thinking Skills: Ability to look beyond the obvious, probe and provoke thoughts on alternative solutions.

• Technology Skills: Ability to use or learn technology needed to perform role. To include but not limited to the Microsoft suite of applications: Teams, Excel, Word, Outlook, and PowerPoint.

• Resiliency: Flexibility to embrace continuous change and remain positive in times of uncertainty or stress.

• Basic Math Skills: Ability to apply basic mathematical concepts such as percentages, adding, subtracting, multiplying and division.

• Ethics & Integrity: Ability to comply with company confidentiality requirements as well as with HIPAA and other applicable government regulations.

What We Offer

NFP is proud to offer a competitive salary, PTO and paid holidays, 401(k) with match, exclusive discount programs, health and wellness programs, and more. Our people-first culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others.

NFP and You... Better Together!

NFP is an inclusive Equal Employment Opportunity employer.