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Director, Client Retention Operations

RxBenefits, Inc., Birmingham, Alabama, United States of America Req #95
Friday, June 14, 2019
Founded in 1995, RxBenefits occupies a unique niche in the healthcare benefits industry as a strategic expert on pharmacy benefit procurement and administration.  Staffed by veterans of the benefit and pharmacy industries, our first specializes in advocacy services for consultants on behalf of employers, employees, and their covered dependents.  With our guidance and specialized expertise, clients maximize the value of their pharmacy benefits, enjoying a significant increase in services and cost savings.  As a proven pharmacy partner, RxBenefits provides all pharmacy benefit manager (PBM) administrative services, ensures contract criteria and performance guarantees are met or exceed requirements, and produces quantitative results on the value of the offerings. Our firm is the only pharmacy administration company in the U.S. that brings award-winning service to employers while leveraging the industry-leading capabilities of top PBMs. RxBenefits serves a national client base from our headquarters in Birmingham, Alabama.

Director, Client Retention Operations


RxBenefits is hiring!
The Director of Retention Operations will be a customer-centric leader with a passion for driving client retention.  They will be responsible for developing and strengthening our member, customer, and broker relationships by optimizing the user experience at key moments in the customer lifecycle. They will partner with Account Management to deepen the relationship and achieve our company retention goals. We are looking for an experienced Leader in our Birmingham, AL office.


Responsibilities Include:


  • Responsible for developing and strengthening our customer relationships by optimizing the user experience at key moments in the customer lifecycle

  • Define a streamlined process for handling escalated issues stemming from client implementations or escalated member issues.

  • Partner with the Account Management team to define a streamlined communication path that ensures all information is shared appropriately and timely, including an escalation path within RxBenefits and within PBM based on issue and expected resolution

  • Drive, own and manage all process improvement projects around client retention function


Required Experience & Skills:


  • Bachelor’s Degree required

  • 10+ years professional experience required

  • Minimum of 5+ years’ experience in a leadership role in healthcare or pharmacy industry required

  • Strong process improvement and influencing skills required

  • Ability to collaborate with entry level and leadership positions

  • Excellent verbal and written communication skills

  • Knowledge of technology/platforms (i.e. Microsoft Office, SalesForce, DataNet)

  • Excellent organization, leadership and interpersonal skills

  • Ability to see the whole picture and think out of the box

  • Diligent focus to work with a strong ‘can do’ attitude

  • Ability to influence and build consensus at all levels within the organization and with vendor partners


RxBenefits is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Other details

  • Job Family Operations
  • Pay Type Salary
  • Employment Indicator Regular
  • RxBenefits, Inc., Birmingham, Alabama, United States of America