Client Manager

AffirmedRx is on a mission to improve health care outcomes by bringing clarity, integrity, and trust to pharmacy benefit management. We are committed to making pharmacy benefits easy to understand, straightforward to access and always in the best interest of employers and the lives they impact. We accomplish this by bringing total clarity to business practices, leading with clinical approaches, and utilizing state-of-the-art technology. 

Join us in improving health care outcomes for all!  We promise to do what’s right, always. 

Position Summary: 

The Client Manager serves as the primary day-to-day operational contact for assigned employer and health plan clients, ensuring a high level of service and support. Working within a cross-functional account team, this role collaborates closely with internal partners to deliver a seamless client experience. The position manages the operational aspects of client accounts, including benefit administration, plan changes, eligibility updates, implementations, and issue resolution. The Client Manager also provides clear guidance on pharmacy benefit matters and ensures client needs and commitments are effectively communicated and addressed. Additionally, the role identifies opportunities to improve benefit performance, enhance client satisfaction, and support long-term client success. 

What you will do: 

Client Support and Relationship Coordination:  

• Serve as a day-to-day contact for assigned client accounts, supporting the Client Executive and broader account team in delivering exceptional service 

• Build positive working relationships with client contacts, including HR teams, benefits administrators, and consultants 

• Respond to client inquiries and requests promptly, ensuring questions are routed to the appropriate internal teams and followed through to resolution 

• Maintain accurate account records, client communications, and action items within Salesforce and other internal systems 

• Support client meetings by preparing agendas, tracking action items, and coordinating follow-up activities 

 Benefit Administration and Operational Support:  

• Assist with processing eligibility updates, benefit changes, plan configuration requests, and other routine account maintenance activities.  

• Coordinate with Operations, Eligibility, Billing, Clinical, and IT teams to ensure timely execution of client requests.  

• Support implementation activities, renewals, and benefit changes by tracking timelines and helping ensure deliverables are completed on schedule.  

• Validate information for accuracy and escalate discrepancies or issues as needed. 

 Reporting and Account Management Support:  

• Monitor account performance metrics, pharmacy spend, and utilization trends; surface insights and optimization opportunities to the Client Executive and Clinical Consultant 

• Prepare and contribute to quarterly business plans, financial performance summaries, and client-facing reporting packages 

• Identify cost-savings opportunities and operational efficiencies within assigned accounts and escalate upsell or growth opportunities to the Client Executive 

 Cross-Functional Coordination and Issue Resolution:  

• Triage and resolve client issues by coordinating across internal teams and communicating status clearly to clients throughout the resolution process 

• Escalate complex or high-impact issues to the Director, Client Management or Client Executive as appropriate, with context and recommended resolution 

• Participate in regular account team meetings with the Client Executive, Clinical Consultant, and Patient Care Advocacy partners to align on client priorities and action items 

 Process, Reporting, and Continuous Improvement:  

• Follow established company policies, procedures, and compliance requirements in all client interactions and account activities.  

• Maintain accurate documentation of client requests, decisions, and completed work.  

• Identify opportunities to improve processes, client experience, and operational efficiency.  

• Participate in training and professional development activities to build PBM, client management, and industry expertise.