Account Manager - Express Scripts Canada

The Account Manager in Sales and Account Management and Client Services is responsible for daily account activity and for the core service delivery to assigned clients.  Managing the day-to-day client relationship, the Account Manager is responsible for the overall satisfaction and retention of assigned book of business. The primary focus for the position is executing client-specific operational deliverables, monitoring service trends, providing proactive service-related consultation, and owning issue resolution.  The primary measure of the Account Manager’s performance is by way of client satisfaction and client retention results. In addition, this position assists in managing new accounts and products, to ensure satisfaction, profitability, and contract renewal. The Account Manager is responsible for tracking operational performance guarantees and maintaining documentation for client review. Utilizes technology, tools, processes and resources to anticipate and exceed clients needs and expectations. The individual works with the Leadership team on developing strategies for up-sells, expansion and plan implementation for new and existing clients.

ESSENTIAL FUNCTIONS

Manages day to day client relationships through comprehensive knowledge of client’s benefit plan and Express Scripts Canada’s product offerings.

Daily interacts with clients, consultants and producers providing preventative consultation,

analysis and issue resolution associated with Express Scripts core services.

Responsible for timely and accurate management and execution of all client benefit requests, including benefit changes, product up-sells, new groups, terminations and escalated issues.

Proactively monitors and identifies service trends to allow for immediate resolution of any service issues; collaborates and takes immediate action to resolve operational / service-related issues; escalates issues when appropriate and drives recovery efforts.

Accountable for new group and specific product implementations; including establishing and

leading internal meetings to ensure cross-functional collaboration in order to meet expected timelines and quality standards.

Leads client centric team meetings to review operational performance against client’s expectations and needs.

Presentation of operational performance metrics to clients on a monthly and / or quarterly basis to show specific performance measures in comparison with company’s book of business to promote client satisfaction, client retention and up-sell opportunities.

Work in collaboration with the rest of the Account Management team and the Client Service team on client strategic objectives and escalated service issues.

Special projects as assigned

QUALIFICATIONS

Post-secondary education or equivalent in related work experience

5+ years experience in a business-to-business service relationship

Experience in Health Care Insurance and or Benefits Industry is considered a strong asset

Excellent interpersonal skills to influence and facilitate change management

Proven planning, time and resource management skills

Strong Project management skills and proven ability to excel at strategic thinking and planning

Superior interpersonal communications, collaboration, relationship-building and influencing skills

Excellent verbal and written communication and presentation skills; Bilingual (fluent in French and English) would represent a strong asset

Strong analytical and problem-solving skills

Strong focus on book of business client satisfaction and client retention results

Ability to work cross-functionally to proactively communicate and to resolve issues with the highest sense of urgency

Strong proficiency with Microsoft Office suite of tools

Working knowledge of financials

Ability to travel between 20%-30% of the time to meet goals

NOTE : Internal candidates should apply before May 31, 2024.

Express Scripts Canada is a Cigna company

Express Scripts Canada is a subsidiary of Express Scripts, a Cigna company. Cigna Corporation (NYSE : CI) is a global health service company dedicated to improving the health, wellbeing and peace of mind of those we serve. Cigna offers an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioural health, pharmacy, vision, supplemental benefits, and other related products.

About Express Scripts Canada

Express Scripts Canada is a leading health benefits manager and has been recognized as one of the most innovative. Our clients include Canada's leading insurers, third party administrators and governments. We work with these clients to develop industry-leading solutions to deliver superior healthcare in a cost-controlled environment. We provide Active Pharmacy™ services to more than 7 million Canadian patients and adjudicate more than 100 million pharmacy, dental, and extended health claims annually. Through our proprietary consumer intelligence, clinical expertise, and patients-first approach, we promote better health decisions for plan members, while managing and reducing drug benefit costs for plan sponsors.

It will be a condition of employment that the successful candidate obtains an Enhanced Reliability Clearance from the Federal Government. The candidate will be required to provide supporting documentation to receive clearance if required.

We offer a competitive salary and benefits package, along with a positive work environment built on solid corporate values, integrity, mutual respect, collaboration, passion, service and alignment.

We are an equal opportunity employer that promotes a diverse, inclusive and accessible workplace. By embracing diversity, we build a more effective organization that empowers our employees to be the best that they can be.

We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities.