Director, Client Services

What you’ll do

In a few words…

Abarca is igniting a revolution in healthcare. We built our company on the belief that with smarter technology we are redefining pharmacy benefits, but this is just the beginning…

From overseeing the implementation of new clients, products, and services to managing client relationships for all our accounts, the Client Success Team focuses endlessly on looking for ways to satisfy every single client’s need! Our client Services team delivers excellence in all matters relating to client support and relationships. They are consultative, attend to daily needs, identify new pathways for business expansions and alert at new potential opportunities.

As the Director of Client Services, you’ll be responsible for oversight of Client relationships and service delivery for PBM Platform accounts. Lead a team of professionals whose overall focus is to ensure the highest quality of customer service and expansion of existing business. As Director you’ll also work closely with the VP of Client Success to determine strategies to provide the ultimate client service and strict operational compliance with all client contracts and regulatory requirements.

The fundamentals for the job…

• Establish and maintain multi-level relationships with key clients.
• Enhance and build relationships with key decision makers at the Client to better understand the value of working with Abarca Health.
• Develop directly and with Account Executives, if any, strategic goals for the accounts and measure towards said goals proactively.
• Lead Account Executives and Account Managers in providing superior client service.
• Ensure that clients’ relationships, needs, and requests are managed in a timely and high-quality manner.
• Track and provide visibility internally and with clients around meeting client deliverables (SLAs, overall goals, service requests).
• Develop annual business plans and manages the monthly, quarterly, and annual performance to achieve targets while ensuring compliance with all applicable laws, regulations, policies, and procedures.
• Own coordination and delivery of business reviews to the Clients, in alignment with pre-established goals/objectives.
• Understand challenges, discuss internally, and identify solutions in a consultative matter; retrospectively identify upstream opportunities and work with peers and leadership to develop processes and methods to improve service delivery.
• Collaborate with cross-functional teams to execute projects and to deliver the highest quality of service for all clients and partners.
• Lead, mentor, and provide growth and development to direct reports. Upgrade talent when and where necessary.
• Support sales efforts as a representative of the Client Team, client PBM related initiatives and other initiatives as assigned.

What we expect of you

The bold requirements…

• Bachelor 's Degree or Master’s Degree in a related area. (In lieu of a degree, equivalent relevant work experience may be considered.)
• 10+ years of experience in Medicare Operations, PBM Operations, PBM Client Services, or other related experience.
• Experience in presenting to clients, partners, internal stakeholders, and other audiences within the industry.
• Excellent problem-solving skills and bringing cross-functional teams to influence lasting change.
• Excellent oral and written communication skills.
• We are proud to offer a flexible hybrid work model which will require certain on-site workdays (Puerto Rico Location Only)

Physical requirements…

• Must be able to access and navigate each department at the organization’s facilities.
• Sedentary work that primarily involves sitting/standing.

At Abarca we value and celebrate diversity. Diversity, equity, inclusion, and belonging are guiding principles of Abarca and ensure Abarca’s workforce reflects the communities it serves. We are proud to provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, medical condition, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Abarca Health LLC is an equal employment opportunity employer and participates in E-Verify. “Applicant must be a United States’ citizen. Abarca Health LLC does not sponsor employment visas at this time”

The above description is not intended to limit the scope of the job or to exclude other duties not mentioned. It is not a final set of specifications for the position. It’s simply meant to give readers an idea of what the role entails.