Client Success Coordinator

NFP; Chesterfield (MO); Hybrid; USD 45,000 - 50,000; Full time

Job summary

An established industry player seeks a Client Success Coordinator to enhance client relationships and streamline prescription benefit programs. This role is crucial in connecting clients with essential services, requiring collaboration with various teams to optimize healthcare solutions. You will manage data integrity, assist with financial aid programs, and ensure effective communication with clients and partners. If you thrive in a dynamic environment and are passionate about improving healthcare experiences, this opportunity is perfect for you. Join a company that values its employees and offers a supportive culture where you can grow and make a difference.

Benefits

Competitive salary

PTO & paid holidays

401(k) with match

Exclusive discount programs

Health & wellness programs

Qualifications

• 1-3 years’ experience in pharmacy, benefit management, or healthcare preferred.
• Bachelor’s degree or healthcare credentials preferred.

Responsibilities

• Facilitating member calls and managing copay assistance programs.
• Collaborating with PBM partners to resolve escalated member issues.
• Managing data integrity and CRM updates for client information.

Skills

Communication Skills

Learning Agility

People Skills

Perseverance

Critical Thinking Skills

Technology Skills

Resiliency

Basic Math Skills

Ethics & Integrity

Education

Bachelor’s degree

Certified Pharmacy Technician (CPhT)

Tools

CRM Zoho

Microsoft Teams

Microsoft Excel

Microsoft Word

Microsoft Outlook

Microsoft PowerPoint

Job description

Who We Are:
NFP, an Aon Company, is a multi-year Best Places to Work award winner in Business Insurance who has also earned the WORK180 employer endorsement. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach. To learn more, please visit: https://www.NFP.com.

As a Client Success Coordinator at Valued Pharmacy Services, your role extends beyond traditional client management. You will be a pivotal link between our clients, prescription benefit consulting, and clinical program management. This dynamic position involves close collaboration with analytics, consultants, and external partners to optimize prescription benefit programs and ensure the seamless integration of clinical initiatives.

Principal Duties and Responsibilities / Essential Functions:

1. Specialty Copay Assistance Program (SCAP) – facilitates member and specialty pharmacy calls, enrollment in copay card programs, runs accumulator reports, performs daily auditing of specialty claims, triggers member letters, updates copay card program tracker with max dollar funds.
2. Patient Assistance Program (PAP) – helps find financial assistance for specialty members that are either excluded from specialty benefit or enrolled in Direct Procurement Solutions (DPS).
3. Individual Medication Management (IMM) – identifies new IMM drug utilizers, sends member letters, updates, and maintains list in CRM Zoho.
4. Reporting – management of client and broker reporting requests, supports consultants in creation of client performance reviews, and aggregation of PBM and consulting outcomes.
5. Data Integrity – management of data platform integrity via monthly audits of eligibility, and missing or incorrect data in system, and collaboration with BI team to resolve errors.
6. CRM Management – maintenance of CRM Zoho via monthly updates of missing or modified information to ensure the most current status and documentation is captured in the system for each client.
7. AI Alert Emails – weekly emails to brokers and clients on identified high dollar claims, new specialty and new non-specialty high dollar claims, and other outliers in their utilization.
8. Case Management – collaboration with PBM partners to resolve escalated member issues, plan issues, reporting issues, etc.

Minimum Requirements for Education, Experience, and Certifications / Licenses:
• Bachelor’s degree, Certified Pharmacy Technician (CPhT), or other healthcare credentials preferred.
• 1-3 years’ experience in pharmacy, benefit management, healthcare, or related industry experience preferred.

Qualifications & Skills:

1. Basic Communication Skills: Ability to effectively communicate both verbally and in writing.
2. Learning Agility: Diligence to proactively expand skillset, resolve issues, or get past roadblocks.
3. People Skills: Ability to foster positive working relationships. Use of a communication style that enhances high levels of engagement.
4. Perseverance: Ability to follow-through, meet deadlines, and strive to exceed goals.
5. Critical Thinking Skills: Ability to look beyond the obvious, probe and provoke thoughts on alternative solutions.
6. Technology Skills: Ability to use or learn technology needed to perform role. To include but not limited to the Microsoft suite of applications: Teams, Excel, Word, Outlook, and PowerPoint.
7. Resiliency: Flexibility to embrace continuous change and remain positive in times of uncertainty or stress.
8. Basic Math Skills: Ability to apply basic mathematical concepts such as percentages, adding, subtracting, multiplying and division.
9. Ethics & Integrity: Ability to comply with company confidentiality requirements as well as with HIPAA and other applicable government regulations.

Office and Travel Requirements:
Minimum of four days per week required in the NFP Rx Solutions office in Chesterfield, MO. One day per week with the option to work remotely from home.
No overnight travel required.

What We Offer:
We're proud to offer a competitive salary, PTO & paid holidays, 401(k) with match, exclusive discount programs, health & wellness programs, and more. Our PeopleFirst culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others. The base salary range for this position is $45,000 – $50,000. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual base salary offered will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

NFP and You... Better Together!

NFP is an inclusive Equal Employment Opportunity employer.