Sr Specialist , B2B Customer Success - Payer
Walgreens
Job Summary
The Sr. Specialist, B2B Customer Success plays an important role in ensuring the satisfaction of our Business to Business (B2B) healthcare clients and functions as a liaison between our clients and internal partners. This client-facing professional is responsible for managing client relationships and addressing day to day client requests. The B2B Customer Success Team activates new client initiatives in collaboration with our B2B Sales partners. Extensive expertise in healthcare and account management is critical to effectively address client concerns, drive engagement, and foster long-term partnerships. The Sr. Specialist, B2B Customer Success works closely with external clients and internal cross-functional teams (e.g. Sales, Pharmacy Operations, Contracting, Marketing, Accounting, Information Technology, Finance, Service Delivery, Strategy, Compliance, Privacy and Legal) for seamless integration of customer feedback into our products and services. This role is responsible for leading activities as determined by the Director and Manager of B2B Customer Success that are associated with account operations, client services, activation and maintenance of relationships for B2B programs (retail pharmacy, mail service, specialty pharmacy, clinical and non-clinical B2B services, etc.) and for analyzing B2B client data and performance to identify themes or opportunities for improvement and presenting recommendations to leadership
Job ResponsibilitiesResearches, identifies, and improves applications, tools, and systems to fulfill reporting and analysis needs.Assists with new system rollouts and training to promote operational efficiency and productivity. Creates and maintains reports and portals to post, track, and report on initiatives, policies and procedures, departmental forms, and contracted policies and information within contracts.Implements complex processes of new third party plans and updates to ongoing third party plans; reviews and approves administrative paperwork prior to routing implementation information to the appropriate internal departments. Tracks and resolves post-implementation issues related to contracts and pricing.Reviews complex contracts and provides feedback to management regarding potential opportunities, immediate needs related to contracted terms and programs, resolves contract compliance issues and tracks financial impact. Responds to escalated issues.Develops complex financial models to support management decision-making related to new product development, product portfolio analysis, profitability of new opportunities, capital investments, revenue models, profit margin analysis, and impact of regulatory changes. Presents findings to managements and makes recommendations that are market competitive and fit with Walgreens' strategy.Performs complex ad hoc analysis and forecasts for internal management team and external customers.Responsible for the development and implementation of complex SOPs and acts as the subject matter expert on processes, procedures, and functionalityDevelops and maintains client relationships by providing services required to meet client needs while monitoring operational policies and procedures; reports gaps in client service and business issues of non-compliance to management.Assists field personnel and management in resolving member issues
Basic Qualifications
Bachelor's degree and at least 1 year of experience in healthcare industry field OR High School Diploma / GED and at least 4 years of experience in healthcare industry.At least 1 year of experience pharmacy or medical terminology and various reimbursement methodologies.At least 1 year of experience with third party plan set-up and implementation.Experience with analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates.Experience providing customer service to internal and external customers, including meeting quality standards for services.Intermediate level skill in Microsoft Excel (for example: using SUM function, setting borders, setting column width, inserting charts, using text wrap, sorting, setting headers and footers and/or print scaling).Intermediate level skill in Microsoft PowerPoint (for example: applying a theme, formatting character spacing, inserting a picture, changing slide layout and theme colors, adding transitions, customizing slide numbers, changing chart style and/or formatting font).Intermediate level skill in Microsoft Word (for example: inserting headers, page breaks, page numbers and tables and/or adjusting table columns).Experience with project management and lean methodologies.Willing to travel up to 10% of the time for business purposes (within state and out of state).
Preferred Qualifications
At least two (2) years’ experience working in retail pharmacy operations. At least four (4) years’ experience in B2B customer success or account management. Experience with project management and/or Lean methodologies. At least five (5) years’ experience communicating both verbally (on phone, one-on-one, to groups) and in writing (emails, letters, reports, presentations) to various audiences (work group, team, company management, external clients). At least one (1) year experience influencing or mentoring without authority. Advanced level skill in Microsoft Excel (for example: using AVERAGE function, merging and centering cells, printing centered page and/or creating a pivot table). At least one (1) year specialty pharmacy experience. We will consider employment of qualified applicants with arrest and conviction records.
Salary Range: $71400 - $114300 / Salaried
The Sr. Specialist, B2B Customer Success plays an important role in ensuring the satisfaction of our Business to Business (B2B) healthcare clients and functions as a liaison between our clients and internal partners. This client-facing professional is responsible for managing client relationships and addressing day to day client requests. The B2B Customer Success Team activates new client initiatives in collaboration with our B2B Sales partners. Extensive expertise in healthcare and account management is critical to effectively address client concerns, drive engagement, and foster long-term partnerships. The Sr. Specialist, B2B Customer Success works closely with external clients and internal cross-functional teams (e.g. Sales, Pharmacy Operations, Contracting, Marketing, Accounting, Information Technology, Finance, Service Delivery, Strategy, Compliance, Privacy and Legal) for seamless integration of customer feedback into our products and services. This role is responsible for leading activities as determined by the Director and Manager of B2B Customer Success that are associated with account operations, client services, activation and maintenance of relationships for B2B programs (retail pharmacy, mail service, specialty pharmacy, clinical and non-clinical B2B services, etc.) and for analyzing B2B client data and performance to identify themes or opportunities for improvement and presenting recommendations to leadership
Job ResponsibilitiesResearches, identifies, and improves applications, tools, and systems to fulfill reporting and analysis needs.Assists with new system rollouts and training to promote operational efficiency and productivity. Creates and maintains reports and portals to post, track, and report on initiatives, policies and procedures, departmental forms, and contracted policies and information within contracts.Implements complex processes of new third party plans and updates to ongoing third party plans; reviews and approves administrative paperwork prior to routing implementation information to the appropriate internal departments. Tracks and resolves post-implementation issues related to contracts and pricing.Reviews complex contracts and provides feedback to management regarding potential opportunities, immediate needs related to contracted terms and programs, resolves contract compliance issues and tracks financial impact. Responds to escalated issues.Develops complex financial models to support management decision-making related to new product development, product portfolio analysis, profitability of new opportunities, capital investments, revenue models, profit margin analysis, and impact of regulatory changes. Presents findings to managements and makes recommendations that are market competitive and fit with Walgreens' strategy.Performs complex ad hoc analysis and forecasts for internal management team and external customers.Responsible for the development and implementation of complex SOPs and acts as the subject matter expert on processes, procedures, and functionalityDevelops and maintains client relationships by providing services required to meet client needs while monitoring operational policies and procedures; reports gaps in client service and business issues of non-compliance to management.Assists field personnel and management in resolving member issues
About Walgreens
Founded in 1901, Walgreens (www.walgreens.com) has a storied heritage of caring for communities for generations and proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico, and leading omni channel platforms. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for retail pharmacy and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.
Walgreens is the flagship U.S. brand of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader. Its retail locations are a critical point of access and convenience in thousands of communities, with Walgreens pharmacists playing a greater role as part of the healthcare system and patients care teams than ever before. Walgreens Specialty Pharmacy provides critical care and pharmacy services to millions of patients with rare disease states and complex, chronic conditions.
The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits More Company information is available at www.walgreensbootsalliance.com.
Basic Qualifications
Bachelor's degree and at least 1 year of experience in healthcare industry field OR High School Diploma / GED and at least 4 years of experience in healthcare industry.At least 1 year of experience pharmacy or medical terminology and various reimbursement methodologies.At least 1 year of experience with third party plan set-up and implementation.Experience with analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates.Experience providing customer service to internal and external customers, including meeting quality standards for services.Intermediate level skill in Microsoft Excel (for example: using SUM function, setting borders, setting column width, inserting charts, using text wrap, sorting, setting headers and footers and/or print scaling).Intermediate level skill in Microsoft PowerPoint (for example: applying a theme, formatting character spacing, inserting a picture, changing slide layout and theme colors, adding transitions, customizing slide numbers, changing chart style and/or formatting font).Intermediate level skill in Microsoft Word (for example: inserting headers, page breaks, page numbers and tables and/or adjusting table columns).Experience with project management and lean methodologies.Willing to travel up to 10% of the time for business purposes (within state and out of state).
Preferred Qualifications
At least two (2) years’ experience working in retail pharmacy operations. At least four (4) years’ experience in B2B customer success or account management. Experience with project management and/or Lean methodologies. At least five (5) years’ experience communicating both verbally (on phone, one-on-one, to groups) and in writing (emails, letters, reports, presentations) to various audiences (work group, team, company management, external clients). At least one (1) year experience influencing or mentoring without authority. Advanced level skill in Microsoft Excel (for example: using AVERAGE function, merging and centering cells, printing centered page and/or creating a pivot table). At least one (1) year specialty pharmacy experience. We will consider employment of qualified applicants with arrest and conviction records.
Salary Range: $71400 - $114300 / Salaried
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