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The Account Manager, NIHB Program serves as the primary day-to-day contact for the client and is responsible for all operational deliverables for core services, including daily account activity and management of operational needs. The Account Manager ensures that client requests and enquiries regarding eligibility, claims, implementations, participant materials, report requests, and all other general inquiries are handled in accordance with the service level agreements, with utmost quality and service excellence.

In doing so, the Account Manager, NIHB Program leads a team of Client Benefit Analysts and is responsible for the day-to-day leadership of the team. As such, the Account Manager, NIHB Program has ownership for managing performance, workflow management, departmental priorities and client service delivery, while serving as main point of contact for the team in coordinating work assignments, training and process improvement.

The primary measure of the Account Manager’s performance is by way of client satisfaction and meeting individual and business unit objectives. This position assists in managing client accounts, to ensure satisfaction, profitability, and contract renewal. The role assists in reviewing quality control of account activity and operations.

Key Responsibilities:

Account Management

• Accountable for the execution of client specific service & operational deliverables by serving as primary day-to-day contact for the client, including ensuring operational excellence and quality, through coordination with Client Benefit Analysts Team and ESC internal departments.

• Proactively handle client requests, ad-hoc inquiries and complaints, and find and/or coordinate solutions.

• Coordinate and facilitate client touchpoints, including managing some client meetings and nurturing the client relationship.

• Serve as the voice of the client within Express Scripts Canada to drive continuous service improvement and support corporate strategic goals for client alignment.

• Responsible for the Annual Customer Satisfaction Survey and preparation of the action plan.

• Collaborate with the NIHB Account Executive in order to align service delivery with the client account vision /mission, strategies and objectives

Leadership –

• Lead and develop a highly performing team of Client Benefit Analysts by establishing clear goals and objectives and team accountability expectations, while managing and leading change

• Identify opportunities for improvement and guide team members in achieving their business and personal goals

Workflow Management –

• Oversee workload management and priorities ensuring support for client initiatives, including projects & initiatives that involve team resourcing

• Proactively monitor and identify service trends to allow for immediate resolution of any service issues

• Lead activities with a focus on resolving operational/service-related issues; escalate issues when appropriate and drive recovery efforts

• Support the Quality Assurance (QA)process

• Ensure training & process documentation are aligned with service needs

• Manage administrative tasks (i.e. coordinate staff shifts, vacations, payroll duties, etc)

Support of Core Service Delivery

• Partner with the NIHB Account Executive and internal functional operations areas and assist with providing input related to new product development, identification & resolution of operational issues

• Handle escalations for high priority items to ensure departmental deliverables are met

• Monitoring of the system change and managed release processes

• Participate in annual Disaster Recovery and Business Continuity Exercises as the Lead for Customer Services

• Support the Financial and Privacy annual audits, if required

Other Tasks:

• Ownership of applicable business processes and handling of special projects as assigned

Qualifications :

• Postgraduate education in business or equivalent of 5 years of relevant experience

• Knowledge of the NIHB Program or Health Care and Group Benefits is an asset

• 3-5 years of leadership/supervisory experience, ideally in a Customer Services environment strongly preferred

• Ability to work cross-functionally to proactively communicate and influence key stakeholders at all levels within the organization to resolve issues with the highest sense of urgency

• Proven ability to juggle multiple projects at a time, while maintaining sharp attention to detail in a fast pace work environment

• Ability to motivate and influence team members, and create a culture that supports high engagement

• Embodies a passion for excellence, instilling shared values for team success

• Demonstrated focus on quality customer service

• Strong verbal and written communication skills

• Strong proficiency with Microsoft Office suite of tool

• Availability outside of business hours may be required to address urgent client enquiries or issues

• Ability for occasional travel averaging 5% of time (Ottawa, Toronto, Mississauga, Montreal)

• Bilingual – French and English is considered an asset

NOTE: Internal posting will be closed on April 19, 2024.

Express Scripts Canada is a Cigna company

Express Scripts Canada is a subsidiary of Express Scripts, a Cigna company. Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, wellbeing and peace of mind of those we serve. Cigna offers an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioural health, pharmacy, vision, supplemental benefits, and other related products.

About Express Scripts Canada

Express Scripts Canada is a leading health benefits manager and has been recognized as one of the most innovative. Our clients include Canada's leading insurers, third party administrators and governments. We work with these clients to develop industry-leading solutions to deliver superior healthcare in a cost-controlled environment. We provide Active Pharmacy™ services to more than 7 million Canadian patients and adjudicate more than 100 million pharmacy, dental, and extended health claims annually. Through our proprietary consumer intelligence, clinical expertise, and patients-first approach, we promote better health decisions for plan members, while managing and reducing drug benefit costs for plan sponsors.

It will be a condition of employment that the successful candidate obtains an Enhanced Reliability Clearance from the Federal Government. The candidate will be required to provide supporting documentation to receive clearance if required.

We offer a competitive salary and benefits package, along with a positive work environment built on solid corporate values, integrity, mutual respect, collaboration, passion, service and alignment.

We are an equal opportunity employer that promotes a diverse, inclusive and accessible workplace. By embracing diversity, we build a more effective organization that empowers our employees to be the best that they can be.

We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities.

If you require accommodation in completing the online application process, please email: eschr2@express-scripts.com Do not email eschr2@express-scripts.com for an update on your application or to provide your resume as you will not receive a response.