Director, Client Services, CPS

Overview

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The Director of Client Services, CPS is responsible for business growth with existing manufacturers while ensuring the overall integrity of the CPS program product offerings. The Director will assist in the oversight of the Client Services department including training, setting goals, and executing the company’s strategic plan to achieve top and bottom-line revenue objectives. The Director is a people manager role, and they will assist in the growth and development of direct report contributors as well as aid all other Client Services contributors.  The Director will also closely collaborate with Commercial Development in the review of potential sales to ensure that sold programs are able to be operationally executed within budget.  An in-depth understanding of the pharmaceutical industry, PBM, reimbursement support and manufacturer direct-to-consumer drug channel is essential and required.

Responsibilities

• Bring ideas that will increase the company’s competitiveness and allow us to be positioned as the innovative industry leader as a custom solution partner for pharmaceutical brand drug manufacturers.
• Assists in the development of the criteria for departmental success, including defining the metrics that will be used to measure and report on new and existing business.
• Establishes department goals along with the reporting needed to provide meaningful/quantifiable feedback to the level of goal accomplishment.
• Responsible for maintaining and strengthening overall client relationship including oversight of implementation, proactive communication, ongoing uptake strategies, client retention, manufacturer pull through, plan management including plan utilization analytical reviews, and measurement and adherence to key performance indicators.
• Understands the fundamental structure and internal workings of the Client Services team. This includes knowledge of all SOPs, policy and procedures, trainings and guides, business rules, KPIs, CWIs, workflows, reporting requirements, datapass requirements, contracts, systems, databases, vendor relationships, as related to the department and each individual client.
• Knowledgeable on all aspects of each client, program, and drug enough to assist Client Services team members and other departments with questions and provide sufficient guidance.
• Facilitates interdepartmental relations and communication as it relates to program operations, including Quality/Compliance, Accounting, IT, Pharmacy Staff, Support Services, Inventory and other departments as needed, in order to establish an understanding of client needs, ongoing program performance, and company goals.
• Produces objective reporting to management regarding plan/program issues, opportunities and overall client standing to ensure continuity between program operations and client objectives.
• Works closely with management and internal department staff to create, establish and record well-defined business rules for various program models to help facilitate ongoing quality assurance and review processes and procedures for continual improvement and efficiency.
• Serves as the intradepartmental subject matter expert in communicating technical information and workflow processes on the program’s behalf by actively managing multiple projects to successful completion including measurement of milestones, forecasting, and trending.
• Adhere to and promote company values by performing duties in a manner that is consistent with being a team leader and supports the continued growth of the business.
• Guides the development of the criteria for departmental success, including defining the metrics that will be used to measure and report on new and existing business within the Client Services team
• Directs and performs aspects of program development, program changes and program deployment including business requirements discovery meetings, development of processes and procedures, specifying set up components, training aides, presentations, creation of SOP’s, Visio workflows, and process flows.
• Assists in the training and development of Senior-level Account Executives no less than once a month to review client goals and program health.
• Lead the CPS Client Services team in group meetings and attend all quarterly client business reviews.
• Serves as internal and external point of contact for VP, Commercials Services when VP is out of the office, in meetings, or otherwise engaged.
• Leads planning for operational improvements and new projects. Ensure we have in place an operational plan that is effective, efficient, accurate, and sustainable.  Collaboratively share this knowledge and experience to benefit the entire company. 
• Evaluate other business units to further enhance our revenue contribution and opportunities.
• Create a culture that focuses on results, integrity and teamwork.

The above duties are meant to be representative of the position and not all-inclusive.

Qualifications

MINIMUM JOB REQUIREMENTS:

• Bachelor's Degree or equivalent combination of education and experience
• Five (5) years of work experience in pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, insurance, medical office, or related field
• Three (3) years of client management experience
• One (1) year of people management experience

PREFERRED EDUCATION AND EXPERIENCE:

• Specialty Pharmacy or PBM experience

KNOWLEDGE, SKILLS & ABILITIES:

• Must be able to think entrepreneurial and solve for new business obstacles.
• Proven leadership and management of staff.
• Relationship focused, with excellent interpersonal skills for dealing with staff, clients, peers and other departments.
• Proven ability to define, launch and manage complex projects and clients.
• Previous experience that demonstrates the ability to manage multiple projects to a successful conclusion, including measurement of milestones and alerting project participants to outliers/ project status at any time.
• Must be able to demonstrable the ability to actively participate in trend and analysis tracking that requires the use of advanced excel and math skills.
• Must be able to apply use of logical methods to address problems, distinguish root causes and develop and implement effective solutions; with information organized in a clear and concise manner, ensuring all parties expectations are met or exceeded.
• Stays abreast of changes in the healthcare industry and how those changes may present opportunities for our business.
• Well-organized and detail-oriented, with ability to successfully prioritize and manage multiple projects.
• Strong communication skills, both verbal and written, to build winning relationships with internal and external stakeholders.
• Must be able to build rapport and collaboration across all organizational levels to enhance the performance of the business unit.
• Can work equally effectively both independently and as part of a team.

PHYSICAL DEMANDS:

• Location of job activities 100% inside
• Extensive manual dexterity (keyboarding, mouse, phone)
• Use of phone for communication
• Noise and/or vibrations exposure
• Frequently reach (overhead), handle, and feel with hands and arms
• Sit for prolonged periods of time
• Occasionally stoop, kneel, and crouch
• Occasionally lift, carry, and move up to 25 pounds

TRAVEL & AVAILABILITY REQUIREMENTS:

• 40%

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knipper Health is an equal opportunity employer.