Express Scripts Hiring – Lead Advocate

Job Description:

The Lead Personal Advocate supports the Team Leaders as well as matrix partners and has responsibility for supporting initiatives within the Operating Unit.  The position’s scope also includes responsibility for input and implementation as it relates to customer initiatives.  The Lead Personal Advocate reports to the Personal Advocate Team Leader and receives direction and guidance on clinical and business opportunities.  The role does not have direct reports, but is treated as a subject matter expert and go-to resource for the Advocates.

Job Responsibilities:

• Assists Account Managers in resolution of member account issues
• Participates in Team and Operating Unit meetings, as requested, to identify trends and opportunities that can have a positive impact on results.
• Responsible for meeting Quality Indicators
• Interfaces with matrix partners to effectively communicate across the organization.
• Assists team members in difficult cases by way of research and claim resolution
• Supports the performance metrics of the Operating Unit and, where appropriate, assists in implementation and support of initiatives which impact them including duties associated with assisting members on the queue.
• Additional duties as appropriate for role
• Supports Team Leader role in Team Leader absence
• Helps maintain staffing schedules and other programs to ensure appropriate phone coverage
• Defines, develops and provides information and analysis to drive the decision-making process and support business operations for internal and external customers. May assist with researching, analysis and recommending operational policies/ processes/ procedures to standardize and develop best practices for the organization. Skills critical to this career path including project management, leadership and business expertise.
• Tactical focus, expertise in at least one business process area, works with guidance to scope, plan and management small-scale department projects. Possess a high level communication skills and experience communicating with several groups simultaneously.

Job Requirements:

• Ability to type effectively; strong PC Skills/worked processing experience
• Ability to remain flexible in an intense and dynamic work environment while managing multiple priorities
• Ability to think strategically while understanding how specific decisions impact overall vision/mission
• Motivated self starter with strong organization and analytical skills
• Proven track record of leadership, consensus building, and decision-making
• Skilled in customer service, leadership, and oral and written communications
• Proven leadership with evidence of increasing responsibility
• Excellent oral, written and presentation skills
• Strong interpersonal and human relations skills with the ability to effectively resolve difficult situations
• Ability to maintain a professional and positive image to internal and external customers
• Demonstrated ability to understand and effectively relate to professionals at all levels of an enterprise
• Highly proficient with Excel, Word and database applications

Qualification & Experience:

• Experience in a service-focus environment
• Minimum one year experience as Personal Advocate preferred
• Experience working successfully in a matrix environment
• Bachelor’s degree in behavior health or human services field
• Minimum one year of experience in a mental health or social service field
• Experience in strategic planning and business development

Job Details:

Company: Express Scripts

Vacancy Type: Full Time

Job Location: Minneapolis, MN, US

Application Deadline: N/A

Apply Here

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