Job Description

The Client Services Supervisor is responsible for assisting the Client Services Manager in managing and supporting the Client Services Team and ensuring that client expectations are met. The candidate should have prior supervisory experience, as they are responsible for supporting a team of employees and will be the first line leadership contact. This person will demonstrate a high level of customer service through responsiveness and professionalism. The Client Services Supervisor must be excellent communicators, capable of leading a team to ensure an exceptional client experience, collaboration with other central departments and stakeholders, assure all client needs are being met, to maintain client retention, renewal, and overall plan satisfaction.

Responsibilities include but are not limited to the following:

• Assist in managing day-to-day operations of the Client Services team.
• Lead, motivate, and support a client services team while supporting a positive work environment
• Responsible for the overall performance and productivity of the team through management and measurement to hold team accountable for service issues and removing roadblocks and assure progress is consistent.
• Coach and support team members to help them meet departmental goals and exceptional customer service.
• Assist Manager in the recruitment and training of team, selecting the right candidate, proper training, and providing ongoing support.
• Ensuring that the department meets all company procedures and policies.
• Oversee projects of varying complexity through completion.
• Identify, research, resolve, and follow up on all reported client issues as needed to support Account Managers.
• Actively engage and participate in client meetings and conference calls and maintain all documentation and follow up.
• Maintain ProCare Rx systems to assure documentation updated and accurate.
• Work with the Implementation team to provide smooth transition to ongoing Client Services following Go Live.
• Understand and support all internal workflows.
• Step in as necessary to serve as primary contact for clients if staffing levels are down.
• Cross collaboration with other teams to improve processes and systems
• Establish and maintain professional relationship with clients, internal business lines, and external vendors.

Qualifications and Requirements

• Bachelor’s degree or equivalent combination of education and experience.
• Experience with employee management/managing teams.
• Proficient in Microsoft Office and other exposure to industry-related applications and software.
• Exceptional organizational and time management skills.
• Exceptional verbal and written communication skills.
• Effective presentation skills for face-to-face meetings as well as webinars and video conferencing.
• Ability to analyze, interpret, and develop solutions effectively.
• Ability to work both independently, as well as cohesively within a team setting, with limited supervision in a fast-paced environment with timely turnarounds
• Account management/client services experience.
• Experience in health care or related field.
• Knowledge of PBM industry preferred.
• Must be willing to travel on occasion.

Physical Demands

Requires sitting, standing, and occasional light lifting.

ProCare Rx will never ask for a financial commitment from an applicant as part of our recruitment process. All interviews are conducted in-person OR through video conference invitations from official company emails. For inquiries, please contact our official recruitment team at HumanResources@procarerx.com.

ProCare Rx is an Equal Opportunity Employer.