Manager, Client Integration Support

Role And Responsibility

The Manager, Client Integration Support is responsible for leading the Client Integration Support function for RxCompass, including direct oversight of the Account Coordinator team. This role ensures clients receive structured, consistent support throughout implementation, go-live, and the early lifecycle of the RxCompass program. The Manager is responsible for establishing and maintaining processes that provide visibility into member progression, program performance, client requests, open issues, and key milestones. This role partners closely with Business Integration, Implementation, Client Experience, Operations, Analytics, and vendor partners to ensure strong coordination, timely issue resolution, and a successful transition from implementation into ongoing program operations. The Manager, Client Integration Support is accountable for team performance, client support standards, reporting consistency, escalation management, cross-functional coordination, and continuous improvement of the early client lifecycle experience. Additional responsibilities include, but are not limited to, the following

Team Leadership

• Provides direct leadership and oversight of the Account Coordinator team.
• Establishes priorities, workflows, service standards, and performance expectations.
• Provides ongoing coaching, development, and support to team members.
• Manages workload distribution and coverage across client implementations.
• Promotes accountability, responsiveness, consistency, and strong client service.

Client Integration Support

• Oversees client support throughout implementation, go-live, and early post-go-live stabilization.
• Maintains a structured 30-, 60-, and 90-day post-go-live support model.
• Ensures client requests, deliverables, timelines, open issues, and action items are tracked through resolution.
• Ensures effective handoffs between Business Integration, Operations, Client Experience, and other stakeholders.
• Identifies barriers affecting successful client integration and drives appropriate escalation and resolution

Reporting & Program Visibility

• Oversee reporting provides visibility into member progression and early program performance.
• Ensures appropriate tracking of key milestones, including opportunity identification, outreach and engagement, potential savings, enrollment, prior authorization activity, transition-of-care or bridge-fill needs, shipping status, and transition to maintenance.
• Ensures reporting and 30-, 60-, and 90-day program summaries are accurate, consistent, and timely.
• Identifies trends, risks, and barriers requiring additional action or leadership visibility

Cross-Functional Coordination & Escalations

• Partners with Business Integration, Implementation, Client Experience, Operations, Analytics, and vendor partners to support successful client integration.
• Serves as an escalation point for client and member-level issues during the implementation and early lifecycle
• Drives ownership and follow-through on issues affecting client experience, member progression, or program performance.
• Ensures appropriate visibility into significant risks, dependencies, and unresolved items.

Process Improvement

• Develops and maintains standardized workflows, documentation, tracking tools, and processes for Client Integration Support.
• Identifies opportunities to improve client onboarding, reporting, and implementation-to-operations handoffs.
• Identifies recurring client or operational barriers and works cross-functionally to address root causes.
• Supports scalable processes as the RxCompass client base continues to grow.

Compliance

• Attend, complete, and demonstrate competency in all required HIPAA Training offered by the company.
• Abide by all obligations under HIPAA related to Protected Health Information (PHI)
• If a HIPAA violation is discovered, whether individually or by another, the violation must be reported to the Compliance Department
• Flexibility to understand, appreciate, and embrace that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time, with or without notice

What We Have to Offer

Our Benefits package is designed to keep our employees happy and healthy - physically, mentally and financially.

• Medical, Dental and Vision insurance
• Disability and Life insurance
• Employee Assistance Program
• Remote work options
• Generous Paid-Time Off
• Annual Reviews and Development Plans
• Retirement Plan with company match immediately 100% vested

Required Skills And Competencies

• 3-5 years of people leadership, coaching, and team development skills.
• Strong client-service orientation and stakeholder management skills.
• Excellent organization, communication, and follow-through.
• Ability to manage multiple priorities, client deliverables, and competing deadlines.
• Strong analytical skills and comfort working with operational and member-level reporting.
• Ability to identify risks, barriers, and trends and drive issues through resolution.
• Strong cross-functional leadership and problem-solving skills.
• Ability to establish structure and accountability in an evolving environment.
• Strong sense of urgency, ownership, and attention to detail

Supervisory Skills And Competencies

• Directly manages the Account Coordinator team and may oversee additional Client Integration Support roles as the function evolves

Position Type And Expected Hours of Work

• Full-time, salary/exempt position.
• Some flexibility in hours is allowed, but the employee must be available during the “core” work hours of 8:00 AM to 5:00 PM CT. We cover clients from the West to the East Coast; work times must be adjusted to cover meetings in all time zones. Ability to work extended hours, weekends, and holidays in accordance with industry demands.

Travel

• • Travel up to 20% may be required based on client and business needs

Required Education And Experience

• Bachelor’s degree in business, Healthcare Administration, Pharmacy, or related field preferred.
• 5+ years of progressive experience in pharmacy benefits management, specialty pharmacy, healthcare operations, client implementation, client services, or a related healthcare environment preferred.
• Prior leadership or supervisory experience preferred.
• Experience supporting client implementations, onboarding, or post-implementation operations
• Experience with operational reporting, performance tracking, and process improvement.
• Knowledge of care navigation, specialty pharmacy, patient assistance programs, or related pharmacy-support programs preferred

RxCompass, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, RxCompass LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

RxCompass, LLC expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of RxCompass LLC employees to perform their job duties may result in discipline up to and including discharge. EOE M/F/D/V