Operations Advisor - Express Scripts - Remote

Position Summary:

The Operations Advisor is responsible for providing overall product strategy, product support and operational consultation specific to In House and Special Relationship Pharmacies of work requests to drive satisfactory results for the Client Service Team (CST), Client Experience leadership, Sales and clients.  Position requires strong client account and PBM operational knowledge.  Position is accountable for assigned work with a focus on client satisfaction, quality, timeliness, performance guarantees and the effective use of cross-functional partnerships.  Position requires strong analytical skills to drive resolution of complex issues.  Role may be client facing, requiring strong communication, presentation and business relationship skills.  Role is empowered to identify and drive solutions and improvements for client and ESI processes.  Role participates in peer mentoring and special projects as assigned.  Position requires proactive approach to ensure workload remains at full capacity based on accomplished cross-training and project assignments.

Essential Functions:

• Manages assigned service and operational deliverables, including but not limited to: strategy and consultation of assigned product, cross-functional project management, management of complex and escalated assignments, and handling of member service and client operational initiatives.  Cross-trained assignments may fall across various Client Optimization work streams as needed.   Meets all defined service standards to ensure CST and client satisfaction.

• Provide subject matter expert consultation to Sales during RFP and post-sale, attend finalist meetings as needed.

• Provide subject matter expert consultation to account teams and operational partners regarding capabilities and benefit design strategy.

• Independently determines direction for resolution of any service or escalated issue.   Appropriately escalates as needed. 

• Participates on cross-functional teams to identify opportunities to address global client issues, presenting recommendations to leadership.

• Leads special projects as assigned.  Shares best practices and knowledge of the business with peers to improve service levels.  Assists with peer training and support.

Qualifications:

• Bachelor’s degree preferred
• 4+ years of professional experience
• Experience in healthcare or PBM industry preferred
• Strong focus on quality, effective communication, and customer service
• Demonstrated ability managing projects utilizing proven project management processes
• Ability to work and build partnerships cross- functionally to proactively communicate and to resolve issues with the highest sense of urgency
• Ability to handle analysis from issue identification to solution delivery
• Demonstrated initiative with commitment and ability to work under pressure and meet tight deadlines
• Client facing experience preferred