Associate Director, Customer Experience

Job description

Department:                      Customer Experience – Program Management

Reports to:                         SVP, Customer Experience

Job Status:                         Full time – Exempt

Location:                              Remote

Job Summary/Objective

The Associate Director, Customer Experience, reporting to the SVP, Customer Experience, serves as one of the primary business contacts for Medvantx Pharmacy Services, specifically for pharmaceutical manufacturers. The role is responsible for ensuring ongoing client satisfaction for assigned accounts by managing, launching, maintaining and developing both existing and new programs and initiatives. The Associate Director, Customer Experience, will provide excellent customer service leveraging a strong understanding of patient services and mail order pharmacy, acting as the subject matter expert for Medvantx production processes, support technology and protocols. This role will represent client needs and goals within Medvantx, ensuring quality services and support throughout the program’s lifecycle. The role will be required to build upon existing relationships with clients to encourage new and repeat business opportunities for future growth. This position is remote.

Key Responsibilities

• Coordinate with all levels to maintain, evolve and enhance current and new programs, processes and services for both new and existing clients. This includes working through all of the various operational and service options that will ultimately benefit both the client and Medvantx.
• Project manage the implementation of all assigned and new incoming clients and client requests to ensure a smooth transition for using Medvantx Services.
• Lead the writing and maintenance of Requirements Documents (PRDs), Client Work Instructions (CWIs), and additional overviews to be used for training and ongoing reference tools in conjunction with Production.
• Responsible for all assigned client communications, conflict resolution, and compliance on client deliverables. This requires ongoing interaction with Operations and Quality leadership.
• Facilitate client and internal meetings communicating the client’s goals and interests to the team to build a cohesive relationship between the client and Medvantx.
• Assess client needs and requests for best resolution within operational and contractual parameters including working with Finance on proposals, SOWs, amendments, rate cards, and appropriate invoicing.
• Ensure that client issues and requests are dealt with in an efficient manner, all necessary players are included, leadership informed of any issues/concerns that may arise and determine best communication to resolve.
• Complete all required contracted reports and communicate results, trends and other insight gained from the data to assigned clients.
• Work with the quality and finance departments to ensures that all processes are completed when necessary, quality and compliance standards are met, client expectations are met and that projects are profitable.
• Liaise between current clients, technology and applicable third party partners to insure program goals and system requirements align.
• Coordinate, submit, approve and manage change requests ensuring all updates are completed and communicated effectively following the Enterprise Change Request process.
• Be aware and in pursuit of opportunities for account growth and new business, involving the VP Customer Experience and Sales leadership when appropriate.
• Understand the company’s capabilities and services to effectively communicates all offerings to the client.
• Lead the development and presentation of business reviews including trends, best practices and suggested improvements. Engage leadership and operational leads to provide relevant content for clients with meaningful updates.
• Be an active and collaborative member of the Medvantx Management Team.
• Provide LT members regular input on account activity, including status, outgoing volume reports and escalations.
• Understand client’s business rules, program goals, contracts, product(s), therapeutic area and patient types.
• Other duties as assigned

Skills/Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• 10+ years’ experience in account and/or operational management experience
• Bachelor’s Degree
• Pharmaceutical patient services or related experience required
• Adept at tactical project management and execution
• Skilled with MS Office products, Jira, and Power BI
• PMP certification or related experience required
• Understanding of pharmacy service processes, tools and reports a plus
• Exceptional Customer Service skills
• Comprehensive project management skills
• Strong ability to multitask
• Excellent solutioning, adaptability and attention to details
• Practiced at balancing the needs of the client with the needs of Medvantx
• Strong written, oral and presentation skills including statistical trending
• Ability to work well in a cross functional team environment
• Adept at working within a dynamic high intensity work environment with deadline constraints
• Ability to plan and execute responsibilities of the job with minimal direction
• 10% travel requirements to operational facilities and client offices

Medvantx is an equal opportunity employer. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related conditions), sexual orientation, gender identity, gender expression, age, veteran or disability status, or other protected characteristics.