Associate Director, Client Services - Account Management

Associate Director, Client Services - Account Management

Charlotte, North Carolina, United States; Denver, Colorado, United States; New York, New York, United States

About Judi Health

Judi Health is an enterprise health technology company providing a comprehensive suite of solutions for employers and health plans, including:

• Judi Rx, a public benefit corporation delivering full-service pharmacy benefit management (PBM) solutions to self-insured employers,
• Judi Health, which offers full-service health benefit management solutions to employers, TPAs, and health plans, and
• Judi®, the industry's leading proprietary Enterprise Health Platform (EHP), which consolidates all claim administration-related workflows in one scalable, secure platform.

Together with our clients, we're rebuilding trust in healthcare in the U.S. and deploying the infrastructure we need for the care we deserve. To learn more, visit www.judi.health.

Location: Hybrid 3 days (offices in NYC, Denver, CO and Charlotte, NC area)

Position Overview:

The Associate Director, Account Management is responsible for managing the planning, execution, issue resolution and day to day account management functions of an assigned high profile and limited client portfolio and team to ensure ongoing client satisfaction in the Pharmacy Benefit Management (PBM) market segment including Health Systems, Employer Groups, Public Entities, Labor/Union and Small Market.

Additionally, this position will lead and collaborate with internal Capital Rx teams/departments on the development of standard operating procedures and best practices in support of Account Management and PBM Services Account Management needs to operate efficiently and at scale in accordance with the policies and practices of Capital Rx.

This position manages Account Managers, Account Coordinators and may include other designated members of the PBM Account Management Team (i.e. Subject Matter Specialist, PBM Services). This position reports to Director or Senior Director-level supervisors in the PBM vertical.

Position Responsibilities:

• Supervise and support a team of account managers and/or account coordinators to ensure client satisfaction, retention, and performance.
• Support clients in a leadership capacity, focusing on escalation management and relationship development.
• Manage high profile but limited client book.
• Conduct regular team meetings to align goals, share updates, and address challenges.
• Mentor and develop team members to enhance their skills and knowledge in PBM services.
• Handle escalations and provide strategic guidance to resolve client issues efficiently.
• Serve as the point of contact for key clients, fostering strong, long-term relationships.
• Lead team in the form of account managers and/or account coordinators to ensure proactive and effective communication with clients.
• Support implementation teams with client onboarding, ensuring a smooth transition and clear understanding of PBM services.
• Proactively address client concerns, ensuring quick and effective resolution of issues.
• Act as a liaison between clients and internal teams to manage escalations and resolve conflicts.
• Stay updated on industry trends and regulations, sharing knowledge with the team
• Implement process enhancements to optimize service delivery and efficiency.
• Help build and develop job aids, policies and procedures, and standard operating procedures for the client account management team.
• Responsible for adherence to the Capital Rx Code of Conduct, including reporting of noncompliance.

Required Qualifications:

• Undergraduate bachelor's degree, with record of strong academic performance
• 5+ years of proven experience in PBM / health plan, benefits consulting, healthcare industry
• Track record of building trusting internal and external relationships
• Track record of leading cross-functional initiatives, driving high performance, meeting deadlines, and executing on deliverables
• Experience working with structured and unstructured data
• Proficient in Microsoft Office, particularly Excel, SQL a bonus
• Ability to balance multiple complex projects simultaneously
• Exceptional written and verbal communication skills
• Extremely flexible, highly organized, and able to shift priorities easily
• Attention to detail & commitment to delivering high quality work product
• Ability to travel, not to exceed 25%

Preferred Qualifications:

• 3+ years of people management experience

New York, NY Salary Range: $163,600 - $204,500 USD

Denver, CO Salary Range: $150,000 - $187,500 USD

Charlotte, NC Salary Range: $136,400 - $170,500 USD

All employees are responsible for adherence to the Judi Health Code of Conduct including the reporting of non-compliance. This position description is designed to be flexible, allowing management the opportunity to assign or reassign duties and responsibilities as needed to best meet organizational goals.

We 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.