The Enlyte Family of Businesses

Mitchell | Genex | Coventry

Enlyte is the parent brand of Mitchell, Genex and Coventry, an organization unlike any other in the Property & Casualty industry, bringing together three great businesses with a shared vision of using technology innovation, clinical services and network solutions to help our customers and the people they serve. Our suite of products and services enable our employees to help people recover from challenging life events, while providing opportunities for meaningful impact and career growth.

Job Description

We are seeking a dedicated and skilled Customer Success Manager 1 to join our Customer Success Team. The ideal candidate will play a crucial role in maintaining client satisfaction, supporting internal team needs and ensuring the smooth operation of our ScriptAdvisor Pharmacy Program.

The Customer Success Team (CSS) provides a variety of services to our Client Service Managers (CSMs) and clients. Working with other Operations teams and the Product Development team as needed, the CSS team strives to deliver excellent outcomes to our customers and internal stakeholders.

CSS team services include:

Maintain the integrity of ScriptAdvisor Pharmacy Program and customer experience.
Coordinate with the implementation team to determine special client considerations, unique items, and pending actionable items to be able to support moving forward, including plan exceptions and/or special handling or configuration.
Provide significant client facing support for CSMs on high temperature clients and track hot topics.
Identify, action and resolve escalated issues, including collaboration with other Enlyte business units such as Genex, Decision Point and/or SmartAdvisor.
Identify needs for coaching/training with other departments based on client escalation trends.
Coordination and facilitation of stakeholder meetings, documenting takeaways and action items.
Monitor, manage, triage and support with escalations and actionable items related to our operations including email distribution and Teams channels.
Action client, customer and employer terminations
Facilitate any and all client configurations, including but not limited to adjuster profiles – setup, configuration, or de-activation, PA routing rules, etc.
Support with interim processes while back-end product development work is in process.
Provide Sales team support with presentations, demos, and branded ScriptAdvisor Training Materials
After-Action Reviews – provide investigation, resolution and action plan for internal operations process failures that negatively impact clients and/or stakeholders, ensuring better future outcomes.
Operational and reporting support for House accounts.
Salesforce Case Management - allows users to record, track and solve customer and internal requests/issues across the Sales, Service, and Support teams.
Liaisonship with the Product Development team to identify and report system bugs and facilitate product enhancement requests.
Supports ScriptAdvisor system testing to validate Dev team work
Performs Account Management tasks for house accounts.

Within this role, you will be asked to support the general activities and responsibilities of the CSS team as stated above.

You may be assigned projects to complete, segments of an item above to own and manage in concert with other CSS team members and more.

This role provides varied work daily, requires responsiveness to urgent issues in a comprehensive and thoughtful manner as well as tight partnership with other stakeholders inside and outside of our PBM Operations team.

Qualifications

High school diploma
Some knowledge of pharmacy operations, PBM functions strongly preferred
Friendly demeanor
Strong computer skills with MS Office including Excel and Word and PPT, and TEAMS
Strong written and verbal communication skills in clear English
Team player, collaborator and willingness to help where needed
Ability to work independently, self-motivated
Excellent attention to detail and organizational skills
Solid time-management and multi-tasking abilities

Benefits

We’re committed to supporting your ultimate well-being through our total compensation package offerings that support your health, wealth and self. These offerings include Medical, Dental, Vision, Health Savings Accounts / Flexible Spending Accounts, Life and AD&D Insurance, 401(k), Tuition Reimbursement, and an array of resources that encourage a lifetime of healthier living. Benefits eligibility may differ depending on full-time or part-time status. Compensation depends on the applicable US geographic market. The expected base pay for this position ranges from $16 - $20 hourly, and will be based on a number of additional factors including skills, experience, and education.

The Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Don’t meet every single requirement? Studies have shown that women and underrepresented minorities are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

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