Client Service Manager

Role Overview

• Your mission is to elevate the customer experience
• Achieve a high level of performance ensuring successful delivery of client specific projects
• Provide support for various client initiatives
• Serve as the primary point of contact for carriers or TPAs
• Ensure they fully leverage their adjudication technology solutions
• Responsible for planning, risk management, and management of interdependencies
• Work on highly visible programs interacting with stakeholders from every level and area of TELUS
• Day to day interaction with our customers
• Drive exceptional service delivery and improve operational efficiency
• Manage and maintain relationships with numerous internal stakeholders
• Act as the main point of contact for carriers, understanding their business needs and regulatory requirements
• Ensure clients fully leverage our technology solutions to support their business operations and innovative strategies
• Deliver outstanding service by deeply understanding and addressing client needs
• Gather and share valuable customer insights to inform continuous improvements in our solutions
• Contribute to the development and execution of solutions that enhance adjudication operations and compliance
• Execute program plans (quality, risk, communication etc)
• Align the program outcomes with stakeholder expectations and standards
• Work with internal teams, including Product, Support, and Sales

Requirements

• Sound knowledge of the major functions of providing exceptional client care, including sales, service provisioning, technical support and complaint management
• Exceptional communication and relationship-building skills
• Strategic problem-solving abilities and a customer-first mindset
• Ability to thrive in a fast-paced, collaborative environment
• Passion for improving adjudication operations through technology
• Demonstrated ability to influence and collaborate with clients, stakeholders and cross-functional teams
• Ability to take initiative and work with minimal supervision and work collaboratively with both internal and external customers
• Ability to support strategic plans including business, financial and product strategies
• Excellent analytical, communication and presentation skills
• Knowledge of pharmacy benefits management industry, managed care, health technology assessment
• Experience with private payer stakeholders (insurers, third-party administrators, brokers, consultants), clinical programs, and claims processing
• Subject matter expertise in Canadian drug benefit programs management
• In depth knowledge of both private and public sector stakeholder interests, strategies and trends
• Knowledge of TELUS Health financial processes, priorities and strategic objectives
• University or other post secondary education
• 3+ years experience in the pharmacy benefits management industry
• 3+ years of experience in management, preferably client service management or business operations management
• Advanced knowledge of English is required

Benefits

• Comprehensive total rewards package highlighting competitive salary and bonus structures
• Minimum 3 weeks of vacation
• Flexible benefits plan to meet the needs of you and your family
• Flexibility to work in-office, virtually or a combination of both
• Generous company matched pension and share purchase programs
• Opportunity to give back to communities in which we work, live and serve
• Career growth and learning & development opportunities to develop your skills