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Description

TrueScripts Management Services is a pharmacist-founded, fully transparent Prescription Benefit Manager that has been revolutionizing the PBM industry since 2014. Our mission is to build lasting relationships by providing prescription benefit expertise at a personal and customized level to ensure optimum value at the lowest possible cost. We are committed to lowering prescription drug spending, achieving clinically effective outcomes, and always delivering Amazing Care.Did we mention Amazing Care? Good! Because this is so much more than just our tagline. It is the foundation upon which our business was built. We believe that Amazing Care starts from within, and our culture is reflective of this philosophy.

Our team members enjoy:

• A wide range of health insurance options including medical, dental and vision
• A strong salary and bonus program
• A robust 401k and company match
• Truescripts is transitioning to an ESOP, a team member owned company! Each year team members are allocated shares of stock through our ESOP, a Qualified Retirement plan!
• Employee Assistance Program
• A wellness program including financial incentives, chiropractic and massage services, and fitness stipends
• Dream Manager Program (yes, it’s a real thing!)
• A cohesive, family-based culture
• Charitable contributions and volunteer time

Ok, enough about us. Here’s what we need from you: A future team members' values need to align with TrueScripts' core values of Integrity, Respect, Innovation, and Service. This match in value systems is critical for our team's chemistry and continued success. Our culture is positive, and our people possess a ‘can do, proactive attitude. Honesty and transparency are the foundation that we build upon. What sets us apart from our competitors is the programs that we bring, the education that we provide, and the utmost respect for clients and their members to assist them when and where needed.

Position Overview:

The Director of Implementation is responsible for leading the successful onboarding and implementation of new TrueScripts clients and overseeing the transition of implementation work into a dedicated, scalable function. This role owns the end-to-end implementation experience from initial kickoff through go-live and stabilization, ensuring a seamless transition for clients and internal teams. This position reports to the Chief Operations Officer.

What You'll Own:

Implementation Leadership

• Own the full implementation lifecycle for new clients from contract handoff through go-live and stabilization.
• Manage and lead the implementation team, as a standalone functioning capability.
• Update implementation playbooks, project plans, and governance processes, at least annually.
• Serve as the point of accountability for implementation success and escalation management.

Client Onboarding and Project Management

• Oversee implementation team with kickoff meetings and ongoing implementation calls with clients and stakeholders.
• Ensure all deliverables are completed accurately and on time, including plan setup, eligibility and data integration, communications, documentation, testing, and go-live readiness.
• Oversee and manage multiple concurrent implementations and proactively address risks.

Cross-Functional Collaboration

• Partner with Client Success to ensure effective transition to ongoing account management.
• Collaborate with Business Development, Technical Account Management, Operations, Finance, Quality Assurance, and other internal teams.
• Coordinate internal readiness for go-live across all functions.

Benefit Setup, Testing, and Operational Readiness

• Oversee interpretation of client plan design and ensure accurate system configuration.
• Refine and implement quality checks and testing to ensure accuracy of plan set ups.
• Ensure testing and validation of eligibility, plan setup, claims logic, and communications.
• Monitor post-go-live stabilization and resolve issues.

Process Improvement and Team Development

• Evaluate current workflows and implement scalable processes.
• Establish KPIs, service standards and reporting frequency.
• Identify AI automation and efficiency opportunities.
• Build and develop the implementation team to provide excellence in implementation.

Requirements

• Bachelor’s degree or equivalent experience required
• 3+ years of experience leading an implementation team with at least 3 direct reports, preferrable at a PBM
• 7+ years of experience in PBM, healthcare, benefits implementation, client onboarding, or operations leadership highly preferred
• Certified Business Analyst or PMP certified Project Manager a plus
• Experience building scalable processes in a growing organization is highly preferred
• Strong knowledge of implementation workflows including plan setup, eligibility, and data integration
• Demonstrated experience managing complex projects
• Effective communication, training, organization, and problem-solving skills