Service Delivery Manager Job in Mason, Ohio Us
PRIMARY FUNCTIONS:
The Service Delivery Manager will be responsible to facilitate the relationship between the site operations and ESI Account Management and/or Implementation personnel/select external client personnel. Key areas of responsibility for the position will include:
Ensure site operational readiness regarding the implementation of select new clients. Act as the central focal point for resolving operational issues during start up and manage the service levels through the first 6 months of operation to meet the expectations of the client.
Interface with Implementation and/or Migration personnel and account management to ensure that mail order programs set up for new and existing clients are functioning according to optimal service standards.
Primary contact for resolution of daily service issues presented by Account Management staff and/or select external client personnel.
Assess the quality, consistency, and satisfaction of services delivered by ESI facilities. Act as a consultant in ongoing client relationships to ensure retention of the client and resolution of service issues. Provide trend analysis and direct service recovery initiatives where warranted.
Work with account management and the client to develop strategies for client issues as a result of service failures in order to meet client expectations and return to satisfactory service levels. This includes assisting account management with the development of work plans when needed, coordinating the pharmacy and call center efforts to meet the work plan, and providing updates for the workplan to account management as well as the appropriate parties involved.
Coordinate client site tours with account management and site personnel and provide operational data and slides as needed for the presentation.
QUALIFICATIONS:
Bachelors degree or equivalent work experience required
Excellent approach to problem solving; excellent written, verbal communication skills
3 years PBM experience; 3 years in customer service/client management
Proven ability to plan for and integrate multiple tasks concurrently
Proven ability to perform and document trend analysis
Proven ability to develop and conduct presentations for internal and external clients
Strong Quality Customer Service Orientation
Demonstrated experience directing and working within multi-disciplinary teams
Strategic thinker, with excellent prioritization skills
Results-driven, with a commitment to continuous process improvement
Demonstrated maturity and flexibility required to interact independently with diverse and growing internal and external customer base
Strong computer skills including prior experience developing detailed spreadsheets and presentations
Express Scripts is an Equal Employment Opportunity employer and does not discriminate in employment opportunities or practices on the basis of race, creed, color, religion, sex, national origin, nationality, ancestry, age, disability or status as a disabled veteran or veteran of the Vietnam era, pregnancy, affectional or sexual orientation, gender identity or expression, marital status, status with regard to public assistance, veteran status, citizenship or membership in any other legally protected class.
None of the questions in this application are intended to elicit information regarding any protected characteristics, nor imply any limitation, illegal preferences or discrimination based upon non-job-related information or protected characteristics.
Applicants must be able to pass a drug test and background investigation and, depending on position requirements, a Department of Defense background investigation. AA/EOE.