Lead, Account Support
NewInactive
S
SmithRxHealth-Tech
RemoteFull-TimeLead
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SalaryBase Salary: The range listed above reflects our standard pay scale and actual pay will vary based on work location, job level, job-related knowledge, skills, and experience. Total Rewards: In addition to base pay, this role may be eligible for bonuses, commissions, or equity.
Job Details
- Experience
- 5+ years of working knowledge of healthcare benefits/ pharmacy benefits/ commercial health insurance; 2+ years of people management or leadership experience.
- Required Skills
- Project ManagementPeople ManagementClient relationship managementCustomer Success
Requirements
- Bachelor's degree or equivalent work experience
- 5+ years of working knowledge of healthcare benefits, pharmacy benefits, or commercial health insurance
- 2+ years of people management experience or evidence of informal leadership
- Demonstrated experience in process improvements, quality initiatives, or project management
- Obsession with customer experience and satisfaction
- High-level communication and interpersonal skills
- Ability to navigate and mediate conflict
- Strong collaborative problem-solving skills
- Ability to work independently and as part of an extended, cross-functional team
- Self-driven, results-oriented work ethic
- Ability to take initiative with minimal direction
Responsibilities
- Manage achievement of key performance indicators for the analyst team
- Mentor, train, and support analysts within the customer success function
- Build and maintain trusting relationships with cross-functional leadership
- Assist leadership with cross-functional project management to drive resolution for escalated client issues
- Identify product and process gaps by conducting business impact assessments
- Support the team in managing client escalations and service recovery
- Direct and lead client-facing reporting responsibilities for the Account Analyst team
- Assist in candidate review and the hiring process
- Monitor and manage team member capacity and bandwidth