Manager, Client Issue Management

RxBenefits, Inc.; United States; On-site; USD 96,000 - 120,000; Full time

Benefits offered by this job

Remote work environment

100% premium coverage for HDHP Medical plan

Dental and vision insurance with 100% premium coverage

401(k) with employer match

Tuition reimbursement

Paid New Parent Leave

Robust mental health benefits

Job summary

A healthcare solutions firm is seeking an Issue Management Manager to enhance client relationship management and processes. You will oversee the client issue tool, manage a team, and leverage data to drive improvements critical for customer satisfaction. The ideal candidate will have over 7 years in operations, exceptional analytical skills, and a proven ability to foster collaboration and implement process changes. This position includes a fully remote work environment and an extensive range of benefits.

Qualifications

• 7+ years in operations or process improvement role with management expertise.
• 5+ years of experience in issue management or risk management.
• Six Sigma yellow belt certification required within one year of start date.

Responsibilities

• Oversee the client issue management tool and manage the Triage Analyst.
• Identify and develop relationships within RxBenefits to drive processes.
• Ensure Continuous Improvement team has visibility into trends.

Skills

Problem-solving

Project Management

Analytical Skills

Communication

Collaboration

Education

Bachelor's degree or commensurate experience

Tools

MS Windows

Smartsheet

Job description

RxBenefits is hiring! The Issue Management Manager is uniquely positioned to ensure the success of people, projects, and processes to deliver upon and exceed client expectations. The Manager, Client Issue Management oversees the client issue management tool, as well as a Triage Analyst, and will report to the Sr Program Manager, Continuous Improvement. This role will have focused responsibilities leveraging data to analyze and forecast customer needs and outcomes while also serving in a key capacity to drive improved service and recovery for all client relationships. This role will collaborate across teams within RxBenefits to identify improvement opportunities to create a company-wide issue management process and adoption of root cause analysis as standard practice. The Manager, Client Issue Management will oversee the success of the issue management process and mitigation. The successful candidate will be a proactive, organized, and innovative individual capable of directing and improving our business processes.

Issue Management Tool

• Create a company-wide client issue management process and align the organization to this. Facilitate forums to create visibility of performance and risk identification and mitigation. This needs to become the central point of measuring, reporting, & mitigating risk to our clients. Root cause analysis is key to feed our growth and scalability.
• Serve as the key risk manager for the customer. Ensure root cause analysis are completed for all necessary issues, that outcomes result in change, discoveries are shared, and that trend analysis is regularly compiled and communicated to leaders.
• Proactive identification, analysis, tracking and assistance to resolve complex issues ensure process adherence across the company to avoid future occurrence.
• Communicate risks, dependencies, resourcing, issues, critical milestones, and actions necessary to succeed.

Management

• Oversee Issue Management Triage Analyst through proper root cause analysis strategies, documentation and communication that enhance overall performance encompassing the right people, process, and tools.
• Ensure timely communications, customized for various audiences and stakeholder groups, to ensure critical knowledge is disseminated across the organization.
• Effectively role model the commitment and behaviors needed to meet the Company’s aggressive growth and retention goals including leveraging data & corporate strategy to prioritize the right projects.

Strategy and Alignment

• Identify and develop strong relationships within RxBenefits functional areas, leveraging these relationships to drive consistent, connected processes and expectations. This role is a key thread that supports collaboration and connection in how we work and deliver operationally. Our ability to influence organization-wide process is key to our success as a company.
• Ensure Continuous Improvement team has visibility into trends to assist with process change.
• Participate in the annual process improvement roadmap and initiatives, working with key leaders while assessing strategic priorities, financial impact, and other outcomes. Ensure recommendations clearly illustrate potential value, ROI, identified risks, impacts, dependencies and constraints.
• Maintain working knowledge of all RxBenefits service offerings, products, and strategic goals, leveraging this knowledge to assess and prioritize recommended process improvement efforts.

Required Skills / Experience:

• Bachelor’s degree or commensurate experience required.
• 7+ years in operations, process, improvement role with management expertise.
• 5+ years of experience in issue management, risk management.
• 5+ years of experience in pharmacy benefits or related industry.
• Six Sigma yellow belt certification required within one year of start date.
• Working proficiency of company standard MS Windows and associated office productivity software tools (Word, Excel, PowerPoint) required.
• Smartsheet or project management system/tool experience required.
• Proven history of utilizing continuous improvement philosophy, tools and techniques to drive significant and quantifiable efficiency improvement projects.
• Strong project management, planning and analytical skills; proven ability to apply these skills with skillful business acumen to complex situations with competing priorities.
• Experience gathering, conducting analysis and evaluating data, identifying actionable insights, and developing clear and compelling solutions and strategies from the findings.
• Process minded individual who understands how to guide a team to execute with utmost thoroughness and accountability.
• Broad business knowledge and ability to link customer needs with business processes.
• A strategic, solutions-oriented guide to meeting client needs, able to see the whole picture and think outside of the box while effectively addressing the goals of all partners.
• Highly collaborative team player with the ability to work effectively across all departments to build successful relationships with various stakeholders to drive a culture of accountability.
• Excellent communication and interpersonal skills; able to work with people of varied technical backgrounds and management levels.
• A high level of curiosity, passion for learning, and passion to help others be successful.
• Ability to manage workload autonomously, make decisions, work in a complex environment.
• Ability to facilitate consensus and obtain buy-in to drive successful adoption of change.

Preferred Skills/Experience:

• 2+ years of analytical reporting experience desired.
• Prior experience with PBM systems/platforms (Optum, CVS and/or ESI) preferred.

Based on relevant market data and other factors, the anticipated hiring range for this role is $96,000 to $120,000 annually. Final compensation rates will be determined based on various factors, including but not limited to experience, skills, knowledge, and internal equity considerations. This role is also short-term incentive eligible. Incentive amounts will vary by individual and business goals.

We are committed to fair and equitable compensation practices. The final salary offered to the selected candidate may vary from the posted range due to individual qualifications. Our goal is to ensure that all teammates are compensated fairly and competitively based on their contributions to our organization.

RxBenefits is also committed to providing best in class benefits to our teammates. We offer a robust total rewards package that includes:

• Remote first work environment
• Choice of a HDHP or PPO Medical plan, we pay 100% of the premium for the HDHP for you and your eligible family members
• Dental, Vision, Short- and Long-Term Disability, and Group Life Insurance that we also pay 100% of premiums (for your family too on Dental and Vision)
• Additional buy-up options for Short- and Long-Term Disability and Life Insurance
• 401(k) with an employer match up to 3.5% available after 60 days
• Community Service Day to give back and support what you love in your community
• 10 company holidays including MLK Day, Juneteenth, and the day after Thanksgiving plus a floating holiday to use as you like
• Reimbursements for high-speed internet, we’ll send you a computer and monitors to help you do your best work
• Tuition Reimbursement for accredited degree programs
• Paid New Parent Leave that can be used for adoption or birth
• Pet insurance to protect your furbabies
• A robust mental health benefit and EAP service through Spring Health to support you when you need it most