PBM Client Success Associate

ABOUT THE ROLE: 

As the Pharmacy Client Associate, you are considered the client's primary point of contact for day-to-day PBM operational matters and responsible for overseeing these tasks through resolution. The Pharmacy Client Associate acts as the liaison between clients and cross-functional internal teams, including but not limited to the PBM client manager, customer call center, and pharmacy navigation teams. Excellent communication skills are required to ensure we understand our client’s needs and can build long-lasting, mutually beneficial relationships with our key business stakeholders.

Pharmacy Client Associates will establish and maintain professional relationships with clients, which includes face-to-face/virtual meetings, effective written and telephone correspondence, good listening, and comprehension skills. Additionally, Pharmacy Client Associates are expected to maintain high-level client service through the execution of accuracy, responsiveness, reliability, and professionalism on all interactions. Pharmacy Client Associates will demonstrate excellent client services through resourcefulness with a high level of initiative. This will include managing the resolution status of routine to complex requests related to our clients' business requirements.

WHAT YOU’LL DO:

• Issue Tracking and Resolution – Engaging internal departments/tools and client resources, such as submitting data analytic tickets, pulling, and manipulating prebuilt reporting dashboards, to work on outstanding issues from start to resolution while providing routine updates to the client.
• Driving Practical & Creative Solutions – Critically thinking about complex situations to find optimal outcomes.
• Engaging Appropriate Resources – Discuss information at varying degrees of complexity, at varying stages of progression, and engage internal or client resources best appropriate to drive issue resolution.
• Work within Deadlines and Client Guarantees – Drive resolution within a timely manner and ensure that all Client Performance Guarantees are met.

WHO YOU ARE:

• Bachelor's degree preferred; active Certified Pharmacy Technician (CPhT) preferred.
• Minimum 3 years of PBM Account Management experience preferred; or any combination of education and experience which would provide an equivalent background.
• Experience and knowledge in the PBM and/or healthcare field preferred.
• Excellent organizational and time management skills.
• Excellent verbal and written communication skills.
• Working knowledge of Excel and other Microsoft Office applications is preferred.
• Ability to analyze, interpret and develop solutions effectively.
• Ability to work independently within a fast-paced environment with quick turnarounds.
• Very limited travel may be required.

BASE SALARY RANGE: $60,000-$80,000 (before bonus potential)

CYBERSECURITY AWARENESS NOTICE

In response to ongoing and industry-wide fraudulent recruitment activities (i.e., job scams), Rightway wants to inform potential candidates that we will only contact them from the @rightwayhealthcare.com email domain. We will never ask for bank details or deposits of any kind as a condition of employment. If you have any questions about a suspicious interaction with Rightway, please feel free to reach out to us at hr@rightwayhealthcare.com.

ABOUT RIGHTWAY:

Rightway is on a mission to harmonize healthcare for everyone, everywhere. Our products guide patients to the best care and medications by inserting clinicians and pharmacists into a patient’s care journey through a modern, mobile app. Rightway is a front door to healthcare, giving patients the tools they need along with on-demand access to Rightway health guides, human experts that answer their questions and manage the frustrating parts of healthcare for them.

Since its founding in 2017, Rightway has raised over $130mm from investors including Khosla Ventures, Thrive Capital, and Tiger Global at a valuation of $1 billion. We’re headquartered in New York City, with a satellite office in Denver. Our clients rely on us to transform the healthcare experience, improve outcomes for their teams, and decrease their healthcare costs.

HOW WE LIVE OUR VALUES TO OUR TEAMMATES:

We’re seeking those with passion for healthcare and relentless devotion to our goal. We need team members who will:

• We are human first

Our humanity binds us together. We bring the same empathetic approach to every individual we engage with, whether it be our members, our clients, or each other. We are all worthy of respect and understanding and we engage in our interactions with care and intention. We honor our stories. We listen to—and hear—each other, we celebrate our differences and similarities, we are present for each other, and we strive for mutual understanding. 

• We redefine what is possible 

We always look beyond the obstacles in front of us to imagine new solutions. We approach our work with inspiration from other industries, other leaders, and other challenges. We use ingenuity and resourcefulness when faced with tough problems.

• We debate then commit 

We believe that a spirit of open discourse is part of a healthy culture. We understand and appreciate different perspectives and we challenge our assumptions. When working toward a decision or a new solution, we actively listen to one another, approach it with a “yes, and” mentality, and assume positive intent. Once a decision is made, we align and champion it as one team.

• We cultivate grit 

Changing healthcare doesn’t happen overnight. We reflect and learn from challenges and approach the future with a determination to strive for better. In the face of daunting situations, we value persistence. We embrace failure as a stepping stone to future success. On this journey, we seek to act with guts, resilience, initiative, and tenacity.

• We seek to delight

Healthcare is complicated and personal. We work tirelessly to meet the goals of our clients while also delivering the best experience to our members. We recognize that no matter the role or team, we each play a crucial part in our members’ care and take that responsibility seriously. When faced with an obstacle, we are kind, respectful, and solution-oriented in our approach. We hold ourselves accountable to our clients and our members’ success. 

Rightway is a healthcare company looking to improve healthcare outcomes for everyone, everywhere. With that in mind, we have to consider what is good for the health of our team, the company, and the communities we operate in. As such, Rightway has determined a mandatory COVID-19 vaccination policy for all employees, in combination with other safety precautions, is the best way forward.

Rightway is PROUDLY an Equal Opportunity Employer that believes in strength in the diversity of thought processes, beliefs, background and education and fosters an inclusive culture where differences are celebrated to drive the best business decisions possible. We do not discriminate on any basis covered by appropriate law. All employment is decided on the consideration of merit, qualifications, need and performance.