Product Management Senior Advisor - Express Scripts - Hybrid

The Regulated Markets Services team is responsible for ensuring the execution of key operations accountabilities associated with all regulated lines of business including Medicare, Medicaid, and Marketplace (Exchange / Health Care Reform).The team supports Pharmacy Benefit Management (PBM) delegated responsibilities associated with Call Center and Grievances oversight, regulatory audit support, issue management and analytics.

The Senior Advisor's primary role will be to support Call Center functions as it relates to initiatives to ensure member/client and internal satisfaction and alignment with both regulatory and client contractual support.

Key Responsibilities:


* Provides advanced professional input to complex assignments/projects.


* Works autonomously, only requiring "expert" level technical support from others.


* Reviews, evaluates and executes on new regulatory guidance.

Coordinates or leads responses to Member Service related RFPs.


* Identify and integrate data from multiple data sources.

Build and/or distribute reports to business partners and clients with a strong focus on efficiency and data quality.


* Produces recurring and ad hoc reports for business partners and clients as assigned.

Identify opportunities to automate manual data task and build process improvements.


* Collaborates with cross-functional teams and business partners in defining cadenced, ad hoc or project specific functional requirements.


* Maintain documented inventory of existing reports, routinely testing data validity and responding to inquiries regarding report details.

Create and maintain SOPs, job aids and reporting structure inventories.


* Facilitates the intake, triage, root cause analysis, mitigation, impact analysis and closure of all issues associated with regulatory compliance and client satisfaction of Call Center with a particular focus on the Test Call processes executed by CMS, other regulatory agencies and clients.


* Work cross-functionally to support, triage, improve and enhance Interactive Voice Response (IVR) and Automated Outbound Message (AOM) functions as they relate to Regulated Markets lines of business.


* Supports the Product Teams, Operations Teams and Account Teams with function specific communications needs via account team/client inquiry requests, Field Alert development, reporting and presentations.


* Compiles and evaluates data on the functional performance of Call Center.

Utilizes in-depth professional knowledge and acumen to develop models and procedures and monitor trends.


* Meet service level standards and respond to partners and customers with patience, empathy and courtesy and high attention to detail.


* Exercises judgment in the evaluation, selection, and adaptation of both standard and complex techniques and procedures.


* Coordinates or leads portions of mid-size to large projects.

Supports and provides direction to more junior professionals.



* Exhibi...