Account Support Analyst

What you'll do

In a few words...

Abarca is igniting a revolution in healthcare. We built our company on the belief that with smarter technology we are redefining pharmacy benefits, but this is just the beginning...

As our Account Support Analyst, you are the face representing Abarca and your job is to identify and respond proactively and quickly to any situation pertaining to clients. Also, you will identify, respond, and triage any situation our clients bring up. Ensuring that excellent service is delivered to our pharmacies, payers, health plans, unions and more is of the upmost importance. Your strategic and enthusiastic solution-driver mind will put our clients at the core of everything to maintain and guarantee the best experience for them, ensuring a positive relationship between client and organization.

The fundamentals for the job...

• Provide support within Client Services Team managing operational calls, agenda development, key client meetings and requests by capturing significant discussion topics and action items as well as sharing input and solutions to address client needs.
• Follow up pending topics and reach out to other business areas to provide resolutions for timely completion.
• Support and identify special projects and process improvement opportunities to enhance organizational processes and service deliveries. Manage and document project tasks.
• Be the first-tier support for Darwin Users; this requires good understanding of Darwin Platform logics and functionality as well as client business requirements and benefit rules.
• SLA oversight, including understanding and ensuring change requests from clients are submitted through CRM and confirmed to client within the agreed times.
• Maintenance and tracking of CRM deliverables per areas/clients assigned. Use of dashboards and reports to track client or internal agreed upon SLA's and report it to Client Advisors.
• Prepare and/or request client reports from other operational departments within Abarca.
• Generate and analyze reports to make recommendations internally and to clients as well as identify proactively any issues with output content.
• Conduct user-acceptance testing on system enhancements including documenting and communicating test results if requested.

What we expect of you

The bold requirements...

• Associate's Degree or Bachelor's Degree in, Business, Math, Computer Systems, or a related field. (In lieu of a degree, equivalent relevant work experience may be considered.)
• 1+ year of experience as account manager or related position.
• Project coordination experience.
• Experience in handling client relations with attention to detail and customer service skills.
• Excellent oral and written communication skills.
• We are proud to offer a flexible hybrid work model which will require certain on-site work days (Puerto Rico Location Only)
• This position requires availability to work in a specified time zone or working schedule, accommodating the business needs of our clients and team members.
• This position may require availability for on-call hours, including evenings, weekends, and holidays, to promptly address emergent issues or provide necessary support as dictated by operational demands (if applicable).

Nice to haves...

• Experience with PBM, Health Care, and Insurance.

Physical requirements...

• Must be able to access and navigate each department at the organization's facilities.
• Sedentary work that primarily involves sitting/standing.

At Abarca we value and celebrate diversity. Diversity, equity, inclusion, and belonging are guiding principles of Abarca and ensure Abarca's workforce reflects the communities it serves. We are proud to provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, medical condition, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Abarca Health LLC is an equal employment opportunity employer and participates in E-Verify. "Abarca Health LLC does not sponsor employment visas at this time"

The above description is not intended to limit the scope of the job or to exclude other duties not mentioned. It is not a final set of specifications for the position. It's simply meant to give readers an idea of what the role entails.

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