Senior Client Account Support Analyst
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Job Description
Client Account Support Senior Analyst providing support for Accredo services and ensuring client satisfaction. Collaborating with teams to resolve issues and improve processes, working fully remote.
Responsibilities:
- Proactively monitor and identify process gaps of internal and external clients
- Collaborate with other departments to resolve operational/service-related issues and point out areas for process improvement
- Assist in implementation of new plan launches and changes to programs
- Serve as a resource for Account Management and Service Delivery to explain CSC processes
- Support Business analyst in updating accounts for accurate reporting to clients
- Prioritize workload to meet client deadlines
- Understand current processes and identify opportunities to standardize, document and define procedures
- Responds to complex service issues and inquiries, solving non-routine problems, and ensuring client satisfaction
- Recognized internally as a subject matter expert on all facets of Accredo business
- Accountable for the completion of assigned work/projects with a focus on quality and the effective use of cross-functional partnerships.
- Research patient experience through each of the Accredo systems pointing out service failures and coaching opportunities.
- Empowered to voice ideas/solutions for process improvements or enhancements to the organization.
- Independently determines best course of action for immediate resolution of any service issues or escalation.
- Engages the necessary internal partners to deliver quality solutions for account teams and clients.
- Provide 5-Why root cause analysis on identified Accredo operational errors
- Mentor new CSC level 1 agents to help them gain the experience to transition to Level 2.
- Assist with new hire training as needed.
Requirements:
- High School Diploma or GED required
- Associates Degree preferred
- 4+ years' of Accredo Specialty Pharmacy experience working with RxHome and ESD highly preferred
- Existing knowledge of the entire end to end lifecycle, from Intake to Fulfillment of an Accredo prescription highly preferred
- Prior experience with one or more of the following products and services: Co-Pay Assistance, SaveOn, Brand for Generic, and Medical Channel Management, (MCM)
- Working knowledge of TMW, Houston, and/or Opsinsight knowledge preferred
- Familiar with Microsoft Applications such as Excel and Power Point
- Excellent oral and written communication skills
- Ability to explain and answer questions clearly and concisely
- Problem Solving skills including identifying trends/root cause and mitigation
- Ability to compile and present data to both internal and external stakeholders
- Ability to adapt in a fast-paced environment and make independent decisions quickly
- Strong organizational skills, detail oriented, business savvy, resourceful and risk management are essential skills.
- Strong analytical and problem solving skills highly preferred.
- Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions.
- Ability to work and build partnerships cross-functionally to proactively communicate and to resolve issues and escalations with the highest sense of urgency.
Benefits:
- Health insurance
- 401(k)
- Company paid life insurance
- Tuition reimbursement
- Minimum of 18 days of paid time off per year
- Paid holidays
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