RxBenefits is hiring! The Director of Client Onboarding will own the implementation experience for customers and the success of the RxBenefits client onboarding process. The Director of Client Onboarding will oversee a team of experts in implementation project management and pharmacy benefits set up. The ideal candidate exhibits in-depth knowledge of client onboarding and has extensive experience in a similar industry. This individual will work closely with other RxBenefits leaders, with a heavy focus on building positive and productive relationships with our Business Development and Account Management teams while also understanding and supporting the relationship with brokers and clients. Your expertise must result in a superior client & broker experience and a positive brand image, leveraging data to drive decisions. Functioning as a true operational leader, you will guide a performance-driven team while also applying new ideas and maintaining a constant focus on an efficient, high-quality experience that exceeds the expectations of our customers. This individual will readily adopt and support the RxBenefits values, with an emphasis on driving a culture of accountability and ensuring all teammates are living our values.
Job Responsibilities Include:
- Provide leadership and direction to the onboarding team while establishing and overseeing the adoption of the team’s goals & objectives.
- Own the overall implementation process, ensuring it’s effective & measurable while being rooted in standard, governed procedures with up-to-date tools & documentation.
- Design, implement, and refine systems, processes, and playbooks throughout the customer onboarding lifecycle to elevate the customer experience while improving the efficiency and overall cost to onboard new clients.
- Manage metrics, performance criteria, policies, and procedures to improve your teams’ productivity and results – ensuring that all goals are achieved.
- Develop key productivity measures and establish KPIs that thoughtfully measure performance.
- Contribute to innovative expansion of technology in teams’ functions, both internal systems and contracted vendors; engage in planning, developing, and deployment of end-user capabilities.
- Monitor and communicate new client successes and risks to appropriate leaders in Operations, Account Management, and Sales, developing mitigation or avoidance plans where needed.
- Refine approaches and practices to consistently deliver better results as new and complex customers are onboarded.
- Provide client-level support of projects, serving as leadership sponsor on key opportunities or escalation points where needed.
- Provide regular reporting on onboarding status, risk, trends, and opportunities for improvement.
- Hold your team accountable to performance metrics and deliverables, providing oversight where necessary to ensure all goals are achieved.
- Conduct performance monitoring, career path progress, regular one-on-ones, and yearly performance evaluations in support of the development of all team members.
- Identify training needs to ensure the Client Onboarding team has the knowledge and skills to support the client; this includes both procedural technical aptitude as well as relationship-focused skills that take care of the customer.
- Recruit and develop high-performing team members; set clear expectations for and provide timely feedback on individual and team performance.
- Accurately maintain capacity and productivity measurements for your team.
- Build deep trusted relationships with Business Development, Account Management, and key broker contacts.
- Recommend and assist with organizational changes required to improve organizational effectiveness.
- Develop and implement long and short-term strategies that drive results and align with our overall Corporate Strategy.
Required Skills / Experience Include:
- Bachelor’s degree with a master’s degree preferred.
- 7+ years of benefit implementation or project management experience.
- Employee benefits industry experience required, Pharmacy specific experience preferred.
- Passion for working with clients and driving successful customer outcomes.
- Comfortable analyzing and making sense of large amounts of information to identify key considerations and develop appropriate plans and actions as a result.
- Ability to create and maintain a work environment where others are motivated/inspired to take action and deliver service excellence.
- Proven ability to manage client escalations to timely resolution resulting in increased client satisfaction and retention.
- Embraces technology and uses it to create efficiencies.
- Exceptional partner in collaboration with other leaders.
- Process-minded individual who understands the steps necessary to effectively guide a project, maximizing efficiency & quality.
- Proven experience in implementing productivity improvement and process efficiencies.
- Demonstrated ability to correlate activities to key business outcomes.
- Proven ability to manage the day-to-day needs with focus and passion while also elevating to a high-level view to guide growth and strategy where needed.
- Track record delivering feedback and motivation that creates a culture of accountability while maintaining energy & engagement in the team.
- Experience working in a fast-paced environment including organizational skills with the proven ability to handle multiple and competing priorities.
- Superb communication, collaboration, and problem-solving skills rooted in a client-centered approach.
- Sense of urgency necessary to meet goals and deadlines, with the ability to be persistent and proactive.
- A passion for learning and a willingness for taking on new challenges.
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