Client Services Associate I

Client Service Associate

As a Client Service Associate your focus is to support clients, EBCs, and account managers so they can easily navigate through any questions or issues that come up in their day-to-day processes. The essential job function requires working in a fast-paced environment answering inbound and executing outbound calls and emails in a professional manner while staying focused on providing accurate and complete information and solutions for our customers. The Client Services Department promotes a positive team environment, continuously evaluating and identifying opportunities to drive process improvements that positively impact the participant experience and aligns to the goals and objectives of the company.

Essential job responsibilities include :

Manage individual case load to ensure timely responses to all requests according to company standards

Test issues and analyze information to determine if client changes are needed

Participate in training opportunities to ensure sharing of knowledge and processes with internal team members

Review setup documents to track and research issues to confirm client intent and to help with issue resolution

Address any questions that may arise with enrollment or eligibility information with appropriate contacts

Working knowledge and thorough understanding of eligibility requirements and benefits for assigned clients

Identify any potential quality issues per defined process and escalate potential quality issues immediately to management

Communicate frequently / promptly with manager / director regarding problems encountered in the unit

Work with external PBM partners when necessary to resolve client / member issues

Ability to coordinate with multiple functional areas including client onboarding, account management, data operations, member services, management, etc.

Analyze complex problems and interpret client materials appropriately

Train on PBM reporting systems and stay educated on all forms and processes each PBM has for implementing new groups and making changes to existing groups

Reconcile eligibility discrepancies, analyze transactional data and submitting retroactive eligibility changes

Communicate effectively with leadership for escalated issues

Work collaboratively with internal and external business partners to provide solutions by taking responsibility for following through and bringing outstanding issues to closure

Assumes additional responsibilities as prescribed or directed

All other assigned duties

Required skills / experience :

2+ years of member or client service experience

5 years of related pharmacy work experience preferred

Must have strong organizational, leadership abilities, and multi-tasking skills

Ability to make both routine and difficult decisions in a fast-paced, high stress environment

Pharmacy / healthcare related experience preferred

Excellent interpersonal skills for frequent interaction with members, managers, and vendors

Excellent written and verbal communication skills required

Two years of college preferred

Based on relevant market data and other factors, the anticipated hiring range for this role is $40,260 - $47,300 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