Strategic Account Management Partner

CHRISTINE KAHLE

Cape Coral, FL 352-***-**** *********@*****.*** linkedin.com/in/christine-kahle-027a594 DIRECTOR, CLIENT SUCCESS PHARMACY BENEFIT MANAGEMENT EMPLOYER GROUP STRATEGY Strategic client success leader with 15+ years of experience in pharmacy benefit management, driving retention, service excellence, and operational performance across employer-sponsored health plans. Builds high-performing teams that streamline workflows, reduce escalations, and exceed service benchmarks. Skilled at translating complex benefit designs into actionable strategies that enhance client satisfaction, strengthen loyalty, and fuel revenue growth. A trusted advisor to senior and C-level stakeholders, known for balancing competing demands while delivering outcomes that protect and expand key accounts. Brings a metrics-driven, solution-focused leadership style that consistently turns service delivery into a strategic differentiator.

• Client Lifecycle Management

• PBM Account Oversight

• Churn Mitigation & Renewal Planning

• Team Capacity Planning

• Revenue Retention & Renewals

• Performance & KPI Accountability

• Cross-Functional Collaboration

• Stakeholder & Executive

Engagement

• Service Delivery Optimization

PROFESSIONAL EXPERIENCE

OptumRx – Remote, FL Dec 2015 – Feb 2025

Associate Director, Client Services Account Management (Feb 2023 – Feb 2025) Managed a team of 3 Client Service Managers and 2 Account Coordinators, directing client service operations while overseeing internal processes that streamlined administrative tasks and improved service efficiencies. Led the Client Service Managers in supporting 20+ public-sector groups, ensuring accurate plan configuration, claims resolution, and optimized pharmacy benefit delivery, while guiding Account Coordinators in executing operational activities that reduced administrative burden across teams.

• Tracked and reported KPI performance and issue trend reports during open enrollment and client renewal periods, enabling leadership to anticipate service spikes and prioritize escalations more effectively.

• Drove resolution of pharmacy-specific service issues, including claim mismatches and eligibility discrepancies, by initiating operational reviews that reduced repeat incidents in 10 high-touch accounts.

• Worked closely with senior leaders to align pharmacy client support models with broader service delivery goals, contributing to increased client satisfaction based on service responsiveness and benefit accuracy.

• Developed internal reference materials and service protocols to navigate common client scenarios, resulting in more consistent service delivery and reduced onboarding time for new hires.

• Implemented an Account Coordinator model that reduced admin workload by 25+ hours weekly across the team, enabling AMs to prioritize strategic client engagement. Associate Director, Pharmacy Account Management (Feb 2021 – Feb 2023) Led a team of 10+ Pharmacy Account Managers supporting employer group clients nationwide, optimizing workload distribution and reducing administrative burden by redesigning workflows, which improved account manager efficiency by

~10%.

• Directed daily operations across 150+ employer-sponsored pharmacy benefits accounts, ensuring accurate benefit delivery and high service continuity while reducing client escalations through improved issue triage protocols.

• Delivered actionable CRM reporting that guided staffing decisions and improved performance forecasting across a 500+ client portfolio.

• Resolved technical and operational service issues by formalizing cross-functional escalation paths, helping maintain a 98% resolution rate and reducing resolution time during peak service periods.

• Collaborated with executive leadership on quarterly business reviews and client retention strategies, surfacing at-risk accounts, standardizing reporting narratives, and aligning internal teams on growth and churn mitigation priorities.

• Developed regional playbooks and operational models to support account coverage, improve onboarding consistency, and align service delivery with market-specific client expectations. CHRISTINE KAHLE Page 2 of 3

Manager, Client Service Account Management (Dec 2015 – Feb 2021) Oversaw daily performance of 8+ Client Service Account Managers, assigning caseloads across commercial employer groups and ensuring timely resolution of service tickets related to benefits administration, eligibility discrepancies, and claims escalation.

• Eliminated chronic delays in service delivery by piloting a process audit initiative that uncovered gaps in task handoffs, reducing client follow-ups by nearly 30% across five high-impact accounts.

• Led the deployment of the Advantage Service Model, adapting enterprise-level standards into team workflows and delivering hands-on training that improved service consistency and reduced onboarding time for new hires by one week.

• Authored the Client Blueprint Documentation playbook, standardizing account-specific protocols for over 500 clients and ensuring seamless transitions during staff changes, audits, or realignments.

• Designed and rolled out updated Team Charters to clarify performance expectations, streamline communication, and improve collaboration between service leads and pharmacy operations counterparts. ADDITIONAL EXPERIENCE & MILITARY SERVICE

Manager & Supervisor Roles

Catamaran, LLC (formerly DrugCard, LLC and HealthTrans, LLC) Naperville, Warrenville & Schaumburg, IL 15 years of experience

Promoted through multiple leadership roles during a period of organizational growth and acquisition, leading client operations across evolving PBM systems and structures.

• Led 20+ employer group benefit launches, partnering with cross-functional teams to configure systems and coordinate go-live operations with zero service disruption.

• Developed scalable documentation processes and SOPs that ensured continuity during acquisitions and enabled faster training for new hires across three regional service hubs.

• Maintained client satisfaction and operational consistency through two corporate transitions, supporting the organization’s integration into OptumRx.

Mail Service Pharmacy Technician – DrugSource, Inc. 2 years of experience Mt. Prospect, IL

Performed order entry, prescription fulfillment, and shipment processing while ensuring regulatory compliance and secure handling of sensitive data in a high-volume mail service pharmacy. Pharmacy Technician – University Health

2 years of experience San Antonio, TX

Provided pharmacy support in a clinical hospital setting, assisting with medication preparation, patient safety procedures, and HIPAA-compliant operations.

Pharmacy Technician – United States Air Force

6 years of active-duty service Lackland Air Force Base, TX Delivered pharmacy services in a fast-paced military hospital environment. Managed inventory control, prescription verification, and cross-functional communication with medical and administrative teams. EDUCATION & PROFESSIONAL DEVELOPMENT

Leadership & Management Training Emerging Leader Program – Optum / UnitedHealth Group Military Training & Technical Certification Pharmacy Apprenticeship Program – Sheppard Air Force Base Earned advanced clinical and technical training in pharmacy operations, medication safety, inventory control, and regulatory compliance within Department of Defense healthcare systems. CHRISTINE KAHLE Page 3 of 3

AWARDS & RECOGNITION

Airman of the Year, Dept of Pharmacy, Wilford Hall Medical Center Champion of Excellence, Catamaran, LLC

100% Manager Effectiveness Rating: 2021, 2023, 2024 TECHNICAL COMPETENCIES

PBM & Claims Platforms: RxCLAIM (DST), Medispan, internal OptumRx systems Client Tools & Analytics: Salesforce, ServiceNow, Excel (VLOOKUP, PivotTables), Tableau (view-only), SLA dashboards Collaboration & Productivity: Microsoft 365 (Outlook, Excel, PowerPoint, Teams), SharePoint, Zoom, WebEx,

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