Senior Client Account Support Analyst

Role Overview

• Proactively monitor and identify process gaps of internal and external clients
• Collaborate with other departments to resolve operational/service-related issues and point out areas for process improvement
• Assist in implementation of new plan launches and changes to programs
• Serve as a resource for Account Management and Service Delivery to explain CSC processes
• Support Business analyst in updating accounts for accurate reporting to clients
• Prioritize workload to meet client deadlines
• Understand current processes and identify opportunities to standardize, document and define procedures
• Responds to complex service issues and inquiries, solving non-routine problems, and ensuring client satisfaction
• Recognized internally as a subject matter expert on all facets of Accredo business
• Accountable for the completion of assigned work/projects with a focus on quality and the effective use of cross-functional partnerships.
• Research patient experience through each of the Accredo systems pointing out service failures and coaching opportunities.
• Empowered to voice ideas/solutions for process improvements or enhancements to the organization.
• Independently determines best course of action for immediate resolution of any service issues or escalation.
• Engages the necessary internal partners to deliver quality solutions for account teams and clients.
• Provide 5-Why root cause analysis on identified Accredo operational errors
• Mentor new CSC level 1 agents to help them gain the experience to transition to Level 2.
• Assist with new hire training as needed.

Requirements

• High School Diploma or GED required
• Associates Degree preferred
• 4+ years' of Accredo Specialty Pharmacy experience working with RxHome and ESD highly preferred
• Existing knowledge of the entire end to end lifecycle, from Intake to Fulfillment of an Accredo prescription highly preferred
• Prior experience with one or more of the following products and services: Co-Pay Assistance, SaveOn, Brand for Generic, and Medical Channel Management, (MCM)
• Working knowledge of TMW, Houston, and/or Opsinsight knowledge preferred
• Familiar with Microsoft Applications such as Excel and Power Point
• Excellent oral and written communication skills
• Ability to explain and answer questions clearly and concisely
• Problem Solving skills including identifying trends/root cause and mitigation
• Ability to compile and present data to both internal and external stakeholders
• Ability to adapt in a fast-paced environment and make independent decisions quickly
• Strong organizational skills, detail oriented, business savvy, resourceful and risk management are essential skills.
• Strong analytical and problem solving skills highly preferred.
• Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions.
• Ability to work and build partnerships cross-functionally to proactively communicate and to resolve issues and escalations with the highest sense of urgency.

Benefits

• Health insurance
• 401(k)
• Company paid life insurance
• Tuition reimbursement
• Minimum of 18 days of paid time off per year
• Paid holidays