Account Management Manager - Accredo - Hybrid - Honolulu, HI

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* Must already live in Honolulu, HI to be considered for this role

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Job Description

The Account Management Manager is responsible for ensuring Accredo's customers, inclusive of payers, prescribers and patients, receive superior service.

Responsible for the overall satisfaction and retention of assigned book of businesses.Manages the day-to-day customer relationships and r esolves customer complaints by investigating problems, developing solutions, preparing reports and making recommendations to management.

Accountable for core service delivery for customers working cross-functionally with all operational teams.

The Account Manager proactively reviews performance metrics to promote client satisfaction, manage contractual requirements, profitability, accounts receivables and retention.

Utilizes technology, tools, processes and resources to anticipate and exceed client's needs and expectations.

Collaborates with other team members on customers' activity, expectations, and service needs.

Responsible for increasing the visibility and awareness of our organization's service offerings and maximize sales growth.

ESSENTIAL FUNCTIONS


* Align with Corporate values and create and maintain an environment based on such values


* Manages day to day customer relationships through comprehensive knowledge of customer's benefit plan and Accredo's product offerings.


* Daily interaction with customers, providing preventative consultation, analysis and issue resolution associated with Accredo's core services.


* Manages all aspects, roles and responsibilities of an Account Management team


* Manages a team of associates to promote a working team environment and ensure best practices are shared.

Develop employee's skills, evaluates performance and provides feedback


* Provides first and second level resolution of problems and obstacles for call center and access representatives


* Ensures productivity, and high level customer service to Customers


* Work with site leadership to conduct hiring, training, and evaluation of staff


* Provide on-going coaching to each associate concerning quality, reliability, accountability and productivity.

Ensure service levels and performance guarantees are met


* Track, report and evaluate data trends relevant to site metrics and volume.


* Perform daily functions of access representatives and call center staff if additional staffing is necessary.

This includes performing benefit investigations, billing escalations and performing inbound and outbound calls


* Assist in patient management to ensure timely refills and appropriate billing information


* Responsible for timely and accurate management and execution of all client benefit requests, contract requirements, including benefit changes, product upsells, new groups, terminations and escalated issues.


* Accountable for new group and specific product implementations; including establishing andleading internal meeting...