Account Manager - Express Scripts Canada

The Cigna Group; Montreal; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading health service company in Montreal is seeking an experienced Account Manager to oversee client relationships in Sales and Account Management. The role focuses on client satisfaction, operational performance, and proactive service delivery. Candidates should possess strong interpersonal, analytical, and project management skills. Experience in Health Care Insurance is preferred. This position offers a competitive salary and benefits.

Benefits

Competitive salary

Benefits package

Positive work environment

Qualifications

• 5+ years of experience in a business-to-business service relationship.
• Experience in Health Care Insurance and/or Benefits Industry is preferred.
• Bilingual (French and English) would be a strong asset.

Responsibilities

• Manage day-to-day client relationships and ensure client retention.
• Execute client benefit requests accurately and timely.
• Proactively monitor service trends and resolve issues.

Skills

Interpersonal skills

Analytical skills

Project management

Communication skills

Time management

Relationship-building

Education

Post-secondary education or equivalent in related work experience

Tools

Microsoft Office suite

Job description

Overview

The Account Manager in Sales and Account Management and Client Services is responsible for daily account activity and for the core service delivery to assigned clients. Managing the day-to-day client relationship, the Account Manager is responsible for the overall satisfaction and retention of assigned book of business. The primary focus for the position is executing client-specific operational deliverables, monitoring service trends, providing proactive service-related consultation, and owning issue resolution. The primary measure of the Account Manager’s performance is client satisfaction and client retention results. The role also assists in managing new accounts and products to ensure satisfaction, profitability, and contract renewal. The Account Manager tracks operational performance guarantees and maintains documentation for client review. The individual uses technology, tools, processes and resources to anticipate and exceed clients’ needs and expectations. The person works with the Leadership team on developing strategies for upsells, expansion and plan implementation for new and existing clients.

ESSENTIAL FUNCTIONS

• Manages day-to-day client relationships through a comprehensive knowledge of the client’s benefit plan and Express Scripts Canada’s product offerings.
• Interacts daily with clients, consultants and producers to provide preventative consultation, analysis and issue resolution related to Express Scripts core services.
• Responsible for timely and accurate management and execution of all client benefit requests, including benefit changes, product upsells, new groups, terminations and escalated issues.
• Proactively monitors and identifies service trends to allow for immediate resolution of service issues; collaborates and takes immediate action to resolve operational/service-related issues; escalates issues when appropriate and drives recovery efforts.
• Accountable for new group and product implementations; including establishing and leading internal meetings to ensure cross-functional collaboration to meet timelines and quality standards.
• Leads client-centric team meetings to review operational performance against client expectations and needs.
• Presentations of operational performance metrics to clients on a monthly and/or quarterly basis to show specific performance measures in comparison with the company’s book of business to promote client satisfaction, client retention and upsell opportunities.
• Collaborates with the Account Management team and the Client Service team on client strategic objectives and escalated service issues.
• Participates in special projects as assigned.

Qualifications

• Post-secondary education or equivalent in related work experience.
• 5+ years of experience in a business-to-business service relationship.
• Experience in Health Care Insurance and/or Benefits Industry is considered a strong asset.
• Excellent interpersonal skills to influence and facilitate change management.
• Proven planning, time and resource management skills.
• Strong project management skills and proven ability to excel at strategic thinking and planning.
• Superior interpersonal communications, collaboration, relationship-building and influencing skills.
• Excellent verbal and written communication and presentation skills; bilingual (French and English) would be a strong asset.
• Strong analytical and problem-solving skills.
• Strong focus on book-of-business client satisfaction and client retention results.
• Ability to work cross-functionally to proactively communicate and resolve issues with a sense of urgency.
• Strong proficiency with Microsoft Office suite of tools.
• Working knowledge of financials.
• Ability to travel 20–30% of the time to meet goals.
• Note: Internal candidates should apply before May 31, 2024.

Express Scripts Canada is a Cigna company

Express Scripts Canada is a subsidiary of Express Scripts, a Cigna company. Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving health, wellbeing and peace of mind. Cigna offers an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioural health, pharmacy, vision, supplemental benefits, and other related products.

About Express Scripts Canada

Express Scripts Canada is a leading health benefits manager and has been recognized as one of the most innovative. Our clients include Canada’s leading insurers, third party administrators and governments. We work with these clients to develop industry-leading solutions to deliver superior healthcare in a cost-controlled environment. We provide Active Pharmacy services to more than 7 million Canadian patients and adjudicate more than 100 million pharmacy, dental, and extended health claims annually. Through our proprietary consumer intelligence, clinical expertise, and patients-first approach, we promote better health decisions for plan members while managing and reducing drug benefit costs for plan sponsors.

It will be a condition of employment that the successful candidate obtains an Enhanced Reliability Clearance from the Federal Government. The candidate will be required to provide supporting documentation to receive clearance if required.

We offer a competitive salary and benefits package, along with a positive work environment built on solid corporate values, integrity, mutual respect, collaboration, passion, service and alignment.

We are an equal opportunity employer that promotes a diverse, inclusive and accessible workplace. By embracing diversity, we build a more effective organization that empowers our employees to be the best that they can be.

We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities.