Client Manager

About the Role

AffirmedRx is seeking a Client Manager to serve 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.

Key Responsibilities

• 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.

Requirements & Tech Stack

• Proficiency with CRM systems and standard business tools (Microsoft Office, Teams).
• Familiarity with Salesforce or similar healthcare CRM platforms.

Qualifications

• Bachelor's degree in Business, Healthcare Administration, or a related field; equivalent professional experience will be considered.
• 0-1 year of experience in account management, client success, or client-facing operations within a PBM, health plan, TPA, or managed-care environment.
• Healthcare experience required.
• Working knowledge of pharmacy benefit operations including claims processing, formulary management, eligibility, network configurations, and benefit plan design.
• Strong communication skills with the ability to translate complex pharmacy benefit information into clear, actionable guidance for non-technical audiences.
• Demonstrated ability to manage multiple accounts and competing priorities with attention to detail and consistent follow-through.
• Experience within a transparent, pass-through, or PBM-optimizer organization.
• Prior experience working in a pod or team-based account model.
• Willingness to travel 10-20%.