Client Services Manager I

Founded in 2019 and headquartered in Pittsburgh, PA, Free Market Health supports forward-thinking payers and specialty pharmacies of all sizes who need to operate in a complex and opaque market. We empower all stakeholders to optimize resources and maximize opportunities while focusing on the most important stakeholder of all: the patient.

Overview 

As part of the Client Services team, the Client Services Manager I (CSMI) will be responsible for managing communications between a variety of vendors, internal departments, and FMH clients.  This role includes supporting with resolution of client escalations/inquiries, coordination between various parties, ensuring smooth operational efficiencies, and high client satisfaction. The ideal candidate will have strong communication skills, a thorough understanding of the specialty pharmacy landscape, and experience working with PBMs, specialty pharmacies, and health plans. 

Specifics   

The specific responsibilities for this role include, but are not limited to: 

• Build and maintain strong relationships with clients to understand their needs and ensure they receive optimal service. 

• Investigate and diagnose problems, coordinating with internal teams and external partners as necessary. 

• Develop and implement solutions to prevent future issues and improve overall client satisfaction. 

• Facilitate clear and effective communication within the organization as well as between clients and PBMs, health plans, and specialty pharmacies. 

• Ensure that all parties are informed of relevant updates, changes, and issues. 

• Proactively identify potential issues and work to resolve them before they escalate. 

• Collaborate with internal teams, including Program Architecture, Operations, and Technical Support, to address client needs. 

• Assist the Client Inquiries Team with member inquiries and escalations promptly and effectively, ensuring issues are resolved to the client's satisfaction. 

• Track and report on the status of client issues and resolutions. 

Qualifications 

• 1-3 years of experience in a client-facing role.  

• 1-2 years of experience in the specialty pharmacy, health plan pharmacy department or PBM space. 

• Strong communication and interpersonal skills. 

• Effective organizational skills as well as excellent management and prioritization skills 

• Excellent PC skills including Microsoft Office and Excel. 

• Excellent verbal and written communication and presentation skills. 

• Strong analytical and problem-solving skills. 

• Proven ability to work cross-functionally with different teams, both internally and externally. 

• Demonstrates a level of operational understanding in analytical thinking, process development and improvement, problem solving, communication, and planning that will drive organizational efficiencies and client satisfaction. 

• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity. 

Benefits & Perks 

• Comprehensive healthcare coverage, including medical, dental, vision 

• Paid holidays and unlimited paid time off 

• 401(k) savings plan with company match 

• Remote and in-office flexibility