Manager, Account Management and Member Experience - Evernorth Health Services - Remote

📋 Description

• • Lead and coach a team of Account Managers and Senior Account Managers to ensure high levels of member and client satisfaction across Accredo and EXP product offerings.
• • Oversee operational effectiveness for complex client accounts, including eligibility, claims, implementations, participant materials, report requests, and general inquiries.
• • Develop, document, and maintain standardized processes and roadmaps to improve departmental efficiency and drive growth.
• • Identify and implement process improvements that maximize revenue growth and enhance client retention.
• • Present monthly and quarterly operational performance metrics to clients, comparing performance against Accredo and EXP’s book of business to support satisfaction, retention, and upsell opportunities.
• • Ensure direct reports possess comprehensive knowledge of client benefit plans and Accredo/EXP product offerings.
• • Monitor team performance using metrics and reporting to plan for future resource and budget needs.
• • Partner with Account Directors to develop strategies for upselling, expansion, and implementation of new and existing client plans.
• • Serve as an operational subject matter expert for Accredo and EXP home delivery product offerings.
• • Work cross-functionally with marketing, product, finance, and other internal teams to execute strategic initiatives.
• • Lead large, cross-functional project teams and influence stakeholders at all levels of the organization.
• • Communicate complex operational data and client scenarios clearly and succinctly to diverse audiences, including leadership.
• • Analyze client feedback and performance gaps to recommend actionable improvements that enhance member experience.
• • Build and maintain strong relationships across the enterprise to foster internal alignment and momentum for key initiatives.
• • Leverage data-driven insights to guide decision-making and influence organizational strategy.
• • Support client relationship strengthening by ensuring satisfaction levels are consistently met or exceeded.
• • Manage workload and project deadlines with high organizational skills and attention to detail.
• • Utilize MS Office, web conferencing, and internal communication tools to execute daily responsibilities.
• • Maintain rigorous documentation standards for client reviews and operational performance guarantees.