The Sr Service Delivery Manager will be responsible to facilitate the relationship between the site operations and Account Management and/or Implementation personnel/select external client personnel. Assess the quality, consistency, and satisfaction of services delivered by ESI facilities. Act as a consultant in ongoing client relationships to ensure retention of the client and resolution of service issues. Interface with Implementation and/or Migration personnel and account management to ensure that mail order programs set up for new and existing clients are functioning according to optimal service standards.
1. Supervise team of Customer Response Team (CRT) to promote a working team environment and ensure best practices are shared. Works to develop employee¿s skills, evaluates performance and provides feedback. Oversees resolution of employee relations issues and performance standards, productivity and service standards.
2. Provide on-going support and coaching to each CRT on their team concerning quality, reliability, accountability and productivity. Ensure service levels and performance guarantees are met.
3. Ensure site operational readiness regarding the implementation of select new clients. Act as the central focal point for resolving operational issues during start up and manage the service levels through the first 6 months of operation to meet the expectations of the client. Provide trend analysis and direct service recovery initiatives where warranted.
4. Develop work plans when needed, coordinate the pharmacy and call center efforts to meet the work plan. Update the work plan and communicate the status of the Work with account management and the client to develop strategies for client issues as a result of service failures in order to meet client expectations and return to satisfactory service levels. This includes assisting account management with the development of work plans when needed, coordinating the pharmacy and call center efforts to meet the work plan, and providing updates for the work plan to account management as well as the appropriate parties involved.
Bachelors Degree or equivalent
8-12 years relevant experience or Masters Degree and 5-10 years relevant experience
Microsoft Office Suite, Excel, Access, PowerPoint
Excellent approach to problem solving; excellent written, verbal communication skills. Ability to plan for and integrate multiple tasks concurrently; perform and document trend analysis; develop and conduct presentations for internal and external clients. Experience directing and working within multi-disciplinary teams; strategic thinker, with excellent prioritization skills. Demonstrated maturity and flexibility required to interact independently with diverse and growing internal and external customer base
Express Scripts is an Equal Employment Opportunity employer and does not discriminate in employment opportunities or practices on the basis of race, creed, color, religion, sex, national origin, nationality, ancestry, age, disability or status as a disabled veteran or veteran of the Vietnam era, pregnancy, affectional or sexual orientation, gender identity or expression, marital status, status with regard to public assistance, veteran status, citizenship or membership in any other legally protected class.
None of the questions in this application are intended to elicit information regarding any protected characteristics, nor imply any limitation, illegal preferences or discrimination based upon non-job-related information or protected characteristics.
Applicants must be able to pass a drug test and background investigation and, depending on position requirements, a Department of Defense background investigation. AA/EOE.
Express Scripts - 19 months ago
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Express Scripts is a Fortune 25 company and is the largest pharmacy benefit manager in the U.S.