AffirmedRx, a Public Benefit Corporation

Client Partner

• Serve as the day-to-day contact for assigned client accounts and support the Client Executive and broader account team
• Build working relationships with HR teams, benefits administrators, consultants, and other client contacts
• Respond to client inquiries, route requests to internal teams, and follow through to resolution
• Maintain account records, client communications, and action items in Salesforce and other internal systems
• Support client meetings by preparing agendas, tracking action items, and coordinating follow-up
• Process eligibility updates, benefit changes, plan configuration requests, and routine account maintenance
• Coordinate with Operations, Eligibility, Billing, Clinical, and IT teams to execute client requests
• Support implementations, renewals, and benefit changes by tracking timelines and deliverables
• Validate information and escalate discrepancies or issues
• Monitor account performance metrics, pharmacy spend, and utilization trends; surface insights and optimization opportunities
• Prepare and contribute to quarterly business plans, financial performance summaries, and client-facing reporting packages
• Identify cost-savings opportunities and operational efficiencies; escalate upsell or growth opportunities
• Triage and resolve client issues while communicating status clearly to clients
• Escalate complex or high-impact issues to the Director, Client Management or Client Executive
• Participate in regular account team meetings to align on client priorities and action items
• Follow company policies, procedures, and compliance requirements
• Maintain accurate documentation of client requests, decisions, and completed work
• Identify opportunities to improve processes, client experience, and operational efficiency
• Participate in training and professional development activities

Client Manager

Vice President

• Set and own the digital member experience strategy and multi-year roadmap aligned to AffirmedRx’s growth plan and client commitments
• Serve as the voice of the member in technology decisions and establish digital experience standards, governance, and prioritization frameworks
• Present digital experience performance, roadmap, and investment recommendations to the VP, Member Optimization and senior leadership
• Own member-facing platforms including the member app, portal, CRM, IVR and telephony, chat and messaging, and Voice of Customer tools
• Define business requirements, user stories, and acceptance criteria; partner with Product and IT through design, build, testing, and release
• Lead user acceptance testing and release readiness while ensuring quality, accessibility, HIPAA compliance, and other applicable requirements
• Oversee integrations and data flows for eligibility, claims, drug pricing, and pharmacy data
• Lead evaluation, selection, and implementation of member experience vendors and platforms
• Design digital navigation tools for lower-cost medications and pharmacies, coverage and pricing, prior authorization tracking, and clinical program enrollment
• Expand self-service capabilities and design handoffs between digital channels and Patient Care Advocates
• Lead journey mapping, usability testing, service design, and continuous improvement
• Own the digital member experience scorecard and drive accountability for adoption, engagement, resolution, contact deflection, CSAT, NPS, and CES
• Use analytics, Voice of Customer feedback, and behavioral data to identify improvement opportunities
• Build business cases for digital investments and measure returns, cost-to-serve, and client value
• Demonstrate digital member experience capabilities to clients, benefits consultants, and prospects during sales pursuits, finalist presentations, and renewals
• Support client implementations, configurations, and member communications
• Lead complex cross-functional digital initiatives from concept through launch without direct reporting authority
• Lead change management and adoption, including member communications, advocate training, and client rollout
• Build organizational capability in member-centered design

Associate Vice President – Member Experience

• Serve as the day-to-day contact for assigned client accounts, supporting the Client Executive and broader account team
• Build working relationships with HR teams, benefits administrators, consultants, and other client contacts
• Respond to client inquiries, route questions to internal teams, and follow through to resolution
• Maintain accurate account records, client communications, and action items in Salesforce and other internal systems
• Support client meetings by preparing agendas, tracking action items, and coordinating follow-up activities
• Assist with eligibility updates, benefit changes, plan configuration requests, and routine account maintenance
• Coordinate with Operations, Eligibility, Billing, Clinical, and IT teams on client requests
• Support implementations, renewals, and benefit changes by tracking timelines and deliverables
• Validate information and escalate discrepancies or issues
• Monitor account performance metrics, pharmacy spend, and utilization trends; surface insights and optimization opportunities
• Prepare and contribute to quarterly business plans, financial performance summaries, and client-facing reporting packages
• Identify cost-savings and operational-efficiency opportunities; escalate upsell or growth opportunities
• Triage and resolve client issues, communicating status throughout the resolution process
• Escalate complex or high-impact issues to the Director, Client Management or Client Executive
• Participate in regular account team meetings
• Follow company policies, procedures, and compliance requirements
• Maintain accurate documentation of client requests, decisions, and completed work
• Identify opportunities to improve processes, client experience, and operational efficiency

• Serve as a day-to-day contact for assigned client accounts, supporting the Client Executive and broader account team
• Build working relationships with HR teams, benefits administrators, and consultants
• Respond to client inquiries and route requests to appropriate internal teams through resolution
• Maintain account records, client communications, and action items in Salesforce and internal systems
• Prepare agendas, track action items, and coordinate client-meeting follow-up
• Process eligibility updates, benefit changes, plan configuration requests, and routine account maintenance
• Coordinate with Operations, Eligibility, Billing, Clinical, and IT teams
• Support implementations, renewals, and benefit changes by tracking timelines and deliverables
• Validate information and escalate discrepancies or issues
• Monitor account performance metrics, pharmacy spend, and utilization trends
• Prepare quarterly business plans, financial performance summaries, and client-facing reporting packages
• Identify cost-savings opportunities, operational efficiencies, and upsell or growth opportunities
• Triage and resolve client issues while communicating status clearly
• Escalate complex or high-impact issues to the Director, Client Management or Client Executive
• Participate in regular account team meetings
• Follow company policies, procedures, and compliance requirements
• Maintain accurate documentation of client requests, decisions, and completed work
• Identify opportunities to improve processes, client experience, and operational efficiency
• Participate in training and professional development activities

Patient Care

• Serve as a subject matter expert on pharmacy and medical benefit structures for Medicare, Medicaid, and commercial payers
• Guide patients and providers through prescription medication prior authorization and appeals processes
• Assess eligibility for copay and financial assistance and connect patients with third-party resources
• Interpret PBM regulations, policies, and industry developments
• Assess complex benefit, coverage, and authorization questions and communicate resolution guidance
• Own cases end to end, resolving issues and escalating when warranted
• Counsel members and patients on coverage, benefits, and financial assistance options
• Collaborate with members, providers, pharmacies, and community-based resources to remove barriers to care
• Analyze claims against benefit guidelines and determine corrective action
• Conduct benefit verification and test claims
• Maintain accurate case documentation and decision rationale
• Evaluate quality, identify trends, and recommend process improvements

Patient Care Advocate

• Serve as a subject matter expert on pharmacy and medical benefit structures for Medicare, Medicaid, and commercial payers
• Interpret coverage and resolve complex benefit questions
• Provide guidance across prior authorization and appeals processes for prescription medications
• Assess eligibility for copay and financial assistance and connect patients with third-party assistance
• Interpret PBM regulations, policies, and industry developments
• Assess benefit, coverage, and authorization questions and determine resolution strategies
• Own cases end to end, resolving issues and escalating when warranted
• Counsel members and patients on coverage, benefits, and financial assistance options
• Partner with members, providers, pharmacies, and other stakeholders to remove barriers to care
• Analyze claims against benefit guidelines and determine corrective action
• Conduct benefit verification and test claims
• Maintain accurate case documentation and decision rationales
• Evaluate quality, identify trends, and recommend process improvements