Account Management Senior Advisor (Non-IC) - Express Scripts - Remote

This is a fulltime remote position.

Please note, candidates that reside within an hour of an office will work 3 days onsite.

JOB DESCRIPTION

The Sr.

Account Manager acts as a primary contact for daily account activity and operational needs for issue resolution in eligibility, claims, implementations, participant materials, report requests, and general inquiries for complex clients.

This position assists in managing client accounts, including new accounts and products, to ensure satisfaction, profitability, and renewal.

The role assists in reviewing quality control of account activity and operations.

The Sr.

Account Manager is responsible for tracking operational performance guarantees and maintaining documentation for client review.

ESSENTIAL FUNCTIONS
• Manage day to day client relationships.
• Interact with internal and external partners- providing preventative consultation, analysis, and issue resolution associated with Express Scripts core services.
• Responsible for timely and accurate management and execution of all client requests
• Develop and maintain hierarchies to organize client information systematically
• Accountable for new group and specific product implementations; including establishing and leading internal meetings to ensure collaboration throughout the process in order to meet expected timelines and quality standards.

Serve as point of escalation for the team on issues of service breakdown or operational concerns and champion client needs to drive resolution
• Lead client centric meetings to review ESI's operational performance against client's expectations and needs.
• Research and troubleshoot complex client issues, providing effective solutions and recommendations
• Work independently, with guidance in only the most complex situations.
• Monitor and analyze client reports to ensure accuracy and identify areas for improvement
• Submit and manage support tickets to address and resolve client issues promptly.
• Collaborate with internal teams to ensure seamless execution of operational processes
• Ensure compliance with established workflows and procedures to maintain operational excellence
• Utilize data analysis to inform decision making and optimize account performance
• Maintain a detailed record of client interaction and operational activities
• Interacts on significant technical matters which often requiring coordination between internal and external organizations.

QUALIFICATIONS
• Excellent PC skills including Microsoft Office and Internet experience.
• Proficient in Microsoft Excel including functions such as pivot tables, VLOOKUP, data visualization and formula creation.
• Proficient in Microsoft PowerPoint with the ability to create professional and visually appealing presentations.
• Excellent verbal and written communication and presentation skills.
• Strong analytical and problem-solving skills.
• Strong focus on book of business client satisfaction and client reten...