Client Services Director

Company Profile

From its founding in 2011, RxAnte’s mission has been exceedingly simple: Get more from medicines. Today, with a team of 85 and offices in Washington, DC and Portland, ME, we are the leading provider of predictive analytics and targeted clinical programs that improve prescribing and adherence. With nearly 13 million lives under management, our patented solutions for health plans are proven to improve quality scores and lower costs by improving prescription drug use.

In 2019, RxAnte launched Mosaic Pharmacy Service (MPS), a wholly-owned subsidiary. Designed specifically to provide in-home pharmacy services to medically complex and vulnerable seniors, MPS will directly improve prescribing, adherence, and drug therapy outcomes for patients under our care.

RxAnte is backed by UPMC, the $19 billion health plan and hospital system.

We offer a flexible work environment with many of our employees working from home offices around the cou

Job Profile

The Client Services Director is a trusted partner and point of contact for RxAnte's health plan clients. Reporting into the VP of Client Services, the ideal candidate will partner closely with teammates in client strategy and operations; coordinate internal RxAnte teams such as Data Services, Product Management, and Client Analytics; and deliver operational excellence, manage day-to-day client interactions and operations, and drive value, customer satisfaction, and corporate success.

The Director will listen to, learn from, and synthesize client priorities and inquiries. This foundational relationship will help identify areas of improvement in RxAnte’s analytics, intervention strategy, program operations, and performance evaluation so that we may continue to consistently deliver value. The Director will be responsible for owning the operational and relationship components of several ongoing or new client programs, and will be an expert on all issues and details surrounding the portfolio of clients they are assigned, including: contract terms, relationship status, program strategy, key contacts, and performance measures. In partnership with the VP of Client Services and the VP of Business Development team, the Client Services Director will expand their client relationships to identify new and repeat business opportunities and foster an ongoing revenue stream. The Client Services Director will also support cross-client, cross-organizational strategic and operational initiatives as appropriate.

Specific responsibilities are as follows:

• Manage client objectives, expectations, and timelines by communicating regularly with internal team members, and acting as an internal and external project manager who ensures successful tracking and delivery of client goals across key financial, clinical, operational, and service capabilities;
• Maintain an understanding of RxAnte’s capabilities/vision, and effectively communicate all relevant offerings to the client, identifying upsell opportunities;
• Gather and analyze data to identify trends and areas of success and improvement, determine root cause issues, create work plans, and develop quality output for internal and external constituents;
• Support the design, build, implementation and ongoing management of new products, clinical programs and/or support for client initiatives and play an active role in expanding client relationships;
• Cultivate in-depth relationships with vendors and sub-contractors, to manage issues as they arise in an effective and timely manner, escalating to senior management as appropriate;
• Lead and/or participate in new business proposals and contract extensions, including the procurement process and drive the onboarding of new clients as they transition from the business development team;
• Achieve a high rate of client retention and stated revenue targets for existing clients;
• Oversee all aspects of client deliverables, including coordination with technical and analytic teams, identification of potential issues, risk mitigation, and entering and tracking of tasks in company project management software;
• Define deliverable acceptance criteria to ensure quality standards and client expectations are met;
• Communicate client goals and strategic initiatives to the internal RxAnte teams, including coordinating across departments by scheduling and facilitating meetings as needed to share product development feedback and input.
• Administer an annual strategic planning process for each client (focus on product, relationship and revenue growth) and continually work to ensure successful completion of that plan to achieve relationship and financial goals.

Minimum Qualifications

• Healthcare experience and domain expertise, in particular with health plans, Medicare Advantage, Medicaid, and quality or performance measurement
• Master’s degree or other advanced degrees in health services research, health policy, mathematics/statistics, information technology, or other relevant fields; and 5-8 years of related experience as a client-facing lead in the health care industry (i.e. health plan, hospital, healthcare services, pharmaceutical, etc.)
• Excellent written and oral presentation skills with the ability to engage, build credibility, and create trust across all levels of an organization
• Willingness and ability to work collaboratively across functional teams and with team members at various levels

Preferred Qualifications

• Proven track record of creating, maintaining, and enhancing customer relationships and communicating effectively with senior management
• Propensity toward curiosity, analysis, problem solving, and/or strategic insight; and a bias toward action, idea execution, and/or answer-seeking
• Periodic travel to RxAnte offices and client sites is required (pending travel bans due to COVID-19)
• Comfort in and adaptability with a fast-paced, dynamic environment while maintaining focus on key goals
• Results-oriented with ability to prioritize and manage multiple projects simultaneously and lead a team to consistently meet deadlines and client expectations.
• Spanish speaking a plus

Benefits

From day one, we offer…

• Fantastic health, dental, and vision insurance with an employer-funded HSA
• Ample and flexible PTO
• At least 10 company holidays per year
• A generous 401k plan
• Life, long-term, and optional short-term disability insurance
• Support for ongoing professional development and training