About This Role
This Implementation Specialist role leads the successful onboarding and implementation of new and existing clients onto the Serve You Rx PBM platform. The specialist functions as the primary project manager during the implementation phase, ensuring accurate configuration, on-time delivery, and a seamless transition to ongoing client support within the Client Success team.
Responsibilities
- Lead end-to-end PBM implementations, including benefit configuration, eligibility setup, formulary alignment, and testing
- Serve as the primary project manager for assigned client implementations, managing timelines, milestones, and deliverables
- Act as the main point of contact for clients throughout the implementation process
- Partner closely with internal teams (Clinical, IT, Operations, Pharmacy, and Finance) to ensure accurate system setup
- Coordinate data exchanges such as eligibility files, accumulators, reporting requirements, and other client data needs
- Manage client communication strategies throughout implementation, including planning and execution of member disruption mitigation and notification efforts
- Request, review, and track appropriate use of historical claims files, prior authorization (PA) files, and ORFT data to support accurate implementation and transition activities
- Confirm member lettering requirements and facilitate required member communications in alignment with client expectations, regulatory standards, and PBM guidelines
- Proactively identify risks, resolve issues, and escalate concerns as appropriate
- Facilitate implementation meetings, status calls, and post-implementation handoffs to account management
- Ensure all implementations meet PBM regulatory requirements and Serve You Rx standards
- Maintain clear documentation of client configurations, communication plans, and implementation workflows
- Contribute to process improvements and best practices within the Client Success department
Requirements
- Bachelor’s degree in pharmacy, Healthcare Administration, Business, or a related field OR minimum of 5 years of PBM, TPA project management experience
- Demonstrated project management experience, including managing multiple concurrent implementations
- Strong knowledge of PBM and TPA operations, pharmacy benefits, claims processing, and eligibility management
- Excellent communication, organizational, and problem-solving skills
- Ability to work independently in a fully remote environment
- Deep knowledge of PBM operations and pharmacy benefit processes
- Excellent interpersonal and communication skills
- Strong organizational skills with ability to manage competing priorities and deadlines
