Client Services Analyst

Position Summary

The Client Services Analyst role is a critical role responsible for supporting all service and support requests received from our business partners. This requires expert problem-solving skills to be able to urgently interpret, troubleshoot, and resolve client inquiries in a fast-paced environment. This position requires coordinating and leading frequent interactions with multi-functional subject matter experts with personnel within RxSense and its’s business partners. An advanced working knowledge of all RxSense products, services and processes is a minimum requirement of success for this position. A thorough understanding of the PBM environment and broader healthcare system is preferred.

Primary Job Duties & Responsibilities

• The first point of contact for day-to-day management of service and support requests received from business partners.
• Intake, troubleshoot, and resolve any inquiry relative to claims processing, eligibility, file management, benefits administration, claim and drug pricing, non-consultative clinical logic, data analytics, and platform UI/UX.
• Maintain immaculate organization within email, ticketing, and reporting systems.
• Initiate and lead interactions with internal peers and business partners through phone, email and multiple web-systems on a daily basis to sustain the progression of issue resolution.
• Build and maintain exceptional relationships with clients and business partners.
• Attend and participate in meetings with clients and business partners as needed.
• Attend daily stand-up meetings, weekly team meetings, and other ad-hoc meetings as needed.
• Ability to rotate an on - call schedule outside of normal business hours.
• Effectively communicate with several multi-functional personnel and leaders affiliated with RxSense and it’s business partners.
• Maintain and excel in on-going training efforts as required by the introduction of new products, enhancements to existing products, introductions of new work processes and process improvement efforts.
• Set work priorities without supervisor assistance and work independently on a team.
• Exhibit compliant and ethical behavior in the performance of job responsibilities, including complying with all applicable federal and state laws and regulations,
• Assist efforts to continuously improve by assuming responsibility for identifying and bringing to the attention of responsible entities operations problems and/or inefficiencies.
• Support team members and participate in team activities to help build a high-performance team.

• Develop strong internal relationships and contacts within the company that are supportive of the achievement of client service requirements including attainment of performance guarantees and minimization of performance penalty expense.

• Demonstrate flexibility in areas such as job duties and schedule in order to aid in better serving our client’s business and operational goals.
  
  

Qualifications

• Bachelor’s degree in management information systems, project management, healthcare administration, or similar training and/or experience.
• 2+ years in related B2B client service role.
• 2+ years within the PBM industry, including understanding of pharmacy benefit strategies, is preferred
• Excellent keyboard and navigation skills and ability to learn new computer programs.
• Proven background in software-based front-end-user support.
• Adept ability with Microsoft Office (Word, Excel, PowerPoint, Access, Publisher, Outlook, Internet Explorer)
• Adept ability with SFTP tools
• Experience with navigating and converting various types of data files
• Atlassian Collaboration Software (Confluence, Jira)

Salary Range: $47,000 - $70,000