Mandy West

Client Success Executive

• Analyze claims and utilization to identify formulary optimization, specialty transitions, and high-cost claim savings opportunities.
• Collaborate cross-functionally with Finance, Clinical, Implementation, and Operations to ensure accurate pricing, rebates, eligibility, invoicing, and contract compliance.
• Deliver client-facing reporting, savings analyses, and renewal strategy discussions, translating complex data into clear employer and broker insights.
• Manage contracts and plan changes through CRM, Ironclad CLM, and Confluence, ensuring timely execution and approvals.
• Serve as escalation point for complex client issues, driving resolution while maintaining satisfaction and retention.
• Support broker-led growth through finalist meetings, RFP responses, and articulation of the integrated PBM value proposition.
• Maintain structured documentation and workflows to ensure operational accuracy, compliance, and consistent communication.

• Serve as the contact via telephone and email for clients, addressing any inquiries or issues in a timely manner
• Coordinate and participate in client meetings, including implementation calls, open enrollment events, and vendor/benefit fairs
• Assist in the execution of the client communication plan to ensure effective communication and transparency
• Prepare and provide reporting to clients, brokers, and third-party administrators (TPAs) as needed
• Utilize expert knowledge of proprietary software and CRM systems for claims adjudication and data analysis
• Analyze claims data to identify drug trends, financial performance, and cost-saving opportunities for clients
• Adjust plan parameters based on client or broker directives to optimize outcomes

• Developed and maintained strong relationships with clients to understand and address their insurance needs.
• Assessed clients' risk profiles and recommended appropriate insurance policies to ensure comprehensive coverage.
• Negotiated policy terms and premiums with insurance carriers on behalf of clients to secure optimal terms.
• Processed policy renewals, endorsements, and cancellations accurately and in a timely manner.
• Assisted clients with insurance claims, acting as a liaison between clients and insurance companies to facilitate smooth claim processes.
• Conducted regular reviews of client accounts to identify opportunities for policy enhancements or cost savings.
• Stayed updated on insurance regulations, products, and market trends to provide informed advice to clients.

• Assisted customers via phone, email, and chat, resolving inquiries promptly and professionally.
• Utilized software systems to access information and address customer needs efficiently.
• Collaborated with cross-functional teams to resolve complex issues and ensure satisfaction.
• Stayed informed on products and policies to provide accurate, up-to-date information.