Job Description
Job Description
JOB SUMMARY & RESPONSIBILITIES
The Business Excellence Client Ambassador serves as 1st layer strategic liaison between internal business excellence teams and external pharmaceutical partners & aggregators to ensure the effective delivery of enhanced pharmacy services to patients. This role focuses on implementation support, driving program success through audit oversight, structured feedback collection, collaboration on continuous improvement initiatives, and client engagement support. The Ambassador plays a key role in translating daily client insights into actionable enhancements while ensuring training and communication initiatives are aligned with service excellence standards and contract compliance. e.
Key Responsibilities:
1. New Contract Readiness and Implementation:
• Ensures contract Redlines, SOP and document creation, Program Training & Educations, Call Scripts.
2. Program Auditing & Performance Monitoring
• Conduct regular audits and ongoing monitoring of program workflows to ensure adherence to service level agreements and contract expectations.Identify performance gaps and proactively escalate for resolution to support sustainable program success.
3. Client Insights & Feedback Collection
• Gather structured client feedback through tools such as surveys, and post-engagement / implementation aluations. Analyze feedback to uncover trends, barrier, and improvement opportunities across program services.
• Translate qualitative insights into meaningful recommendations for operational improvements.
3. Cross Functional Collaboration:
• Participate in non-technical root cause analysis and continuous improvement initiatives to enhance patient and client experience.
4. Training, Enablement & Client Engagement Support
• Provide training on program offerings, communication standards, and pharmacy enhanced services to internal teams.
• Act as a subject matter expert, ensuring the required tools to effectively advocate for both client needs and internal capabilities.
• Coordinate and facilitate client meetings and training sessions, document minutes and track action items.
• Follow up diligently on client-identified pending issues to drive performance outcomes and strengthen partnerships.
REQUIRED PROFESSIONAL EXPERIENCE & PROFESSIONAL COMPETENCIES
• 5+ years of work experience in the health industry (Pharmacy, PBM, or health plan)
or pharmacy technician diploma.
• Excellent monitoring & audit skills
• Outstanding written and oral communication skills in English & Spanish
• Excellent teamwork skills and the ability to engage multiple stakeholders across different initiatives (e.g. functions, Business Units, etc.)
• Self starter comfortable with working in a fast paceddynamic environment with multiple and competing priorities •
REQUIRED EDUCATION, TRAINING & LICENSURE/CERTIFICATIONS
• Pharmacy Technician degree (active License not required)
• Experience in PBM, Pharmacy or Healthcare industry preferred
• Certificate of No Penal record
***EEOC F/M/D/V***