Account Manager II

MedImpact Healthcare Systems Inc.; California; On-site; USD 61,000 - 101,000; Full time

Benefits offered by this job

Medical / Dental / Vision / Wellness –

Paid Time Off / Company Paid Holidays

Incentive Compensation

401K with Company match

Life and Disability Insurance

Tuition Reimbursement

Employee Referral Bonus

Job summary

MedImpact Healthcare Systems, Inc. in San Diego headquarters seeks an Account Manager to lead all operational aspects of servicing and retaining clients, and to manage the transition of new business into MedImpact accurately and timely.

This role ensures client satisfaction throughout the lifecycle—from conception to renewal—by guiding the client team, maintaining service levels, and driving additional revenue while aligning with client service agreements.

Qualifications

• BS/BA and 3+ years' experience or equivalent combination of education and experience.
• Intermediate to advanced skill set in MS Office, Word, Excel, PowerPoint, Project, and Outlook.
• Intermediate to advanced knowledge in Visio.
• Experience as a user of multiple business software applications is required.
• Pharmacy Technician license or national certification desired.
• Successful completion of MedImpact Internal Certifications required within one year of active employment in role (i.e., MedAccess Certification, Cognos, and Med Coaching Certification).

Responsibilities

• Develops, builds, and maintains solid client business relationships beginning with a positive on-boarding experience and continuing throughout the life cycle of the client.
• Ensures appropriate levels of service and operational support to assigned clients by understanding and championing clients’ operating requirements.
• Proactively maintain and improve upon service performance levels and works across the organization to expeditiously resolve issues, elevate service recovery efforts, provide timely feedback to internal and external customers.
• Actively leads members of the core client team, and members of the extended team, in successfully meeting client needs and delivering flawless fundamentals.
• Adheres to strict procedural and quality standards, including thorough and accurate documentation, testing protocols, claims analysis, and thorough understanding of client technical and service specifications.
• Leads the implementation process for onboarding of new business for existing clients, including timely and accurate documentation/sign off and site visits.

Skills

Client relationship management

Project management

Communication skills

Analytical skills

Education

BS/BA

Tools

MedAccess Certification

Cognos

Med Coaching Certification

MS Office

Visio

Job description

Exemption Status: United States of America (Exempt) $60,987 - $80,808 - $100,628 Pay scale information is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any selected candidate or employee, which is always dependent on actual experience, education, qualifications, and other factors. A full review of our comprehensive pay and benefits will be discussed at the offer stage with the selected candidate.

MedImpact Healthcare Systems, Inc. is looking for extraordinary people to join our team! Why join MedImpact? Because our success is dependent on you; innovative professionals with top notch skills who thrive on opportunity, high performance, and teamwork. We look for individuals who want to work on a team that cares about making a difference in the value of healthcare. At MedImpact, we deliver leading edge pharmaceutical and technology related solutions that dramatically improve the value of health care. We provide superior outcomes to those we serve through innovative products, systems, and services that provide transparency and promote choice in decision making. Our vision is to set the standard in providing solutions that optimize satisfaction, service, cost, and quality in the healthcare industry. We are the premier Pharmacy Benefits Management solution!

Job Description Summary

This position is responsible for leading and managing all operational aspects of servicing and retaining clients. This position is also responsible for managing the transition of new business into MedImpact effectively, accurately, and timely. Ensures consistent customer satisfaction during the life cycle of the client from Conception, Implementation, Business Relationship Management and Renewal by leading and collaborating with their assigned client team, over 30 business units, and continually interacting with customers and consultants. The Account Manager is ultimately accountable for ensuring consistent customer satisfaction, delivering successful projects, building, and maintaining solid business relationships and successfully executing the delivery of additional revenue to MedImpact. They are also responsible to ensure products, services and project deliverables are consistent with client service agreements, appropriate service levels are achieved, project timelines and deliverables meet client requirements, issues are identified and resolved timely, and client satisfaction is achieved throughout the life cycle of the client relationship. This position works on assignments that are complex in nature where considerable judgment and initiative are required in resolving problems and making recommendations. Acts independently to determine methods and procedures on new assignments and may determine methods and procedures on new assignments and may provide guidance to other support team members.

Essential Duties and Responsibilities

• Other duties may be assigned.
• Develops, builds, and maintains solid client business relationships beginning with a positive on-boarding experience and continuing throughout the life cycle of the client, including clear rules of engagement, orientation, and adherence to MedImpact processes and services, communication of client commitments and expectations to internal partners, and successful management of the client’s day-to-day operations and new implementations
• Ensures appropriate levels of service and operational support to assigned clients by understanding and championing clients’ operating requirements throughout the organization, including client business model, targeted markets, benefit design objectives, pharmacy network composition, overall claims adjudication expectations, reimbursement methodologies, metrics, and reporting tools.
• Proactively maintain and improve upon service performance levels and works across the organization to expeditiously resolve issues, elevate service recovery efforts, provide timely feedback to internal and external customers, raise customer satisfaction levels, and ensure that service gaps & lessons learned are incorporated into the client performance and planning strategy processes.
• Actively leads members of the core client team, and members of the extended team, in successfully meeting client needs and delivering flawless fundamentals during the business relationship management and renewal phases.
• Adheres to strict procedural and quality standards, including thorough and accurate documentation, testing protocols, claims analysis, and thorough understanding of client technical and service specifications.
• Rely on experience, judgment, business & systems knowledge, and technical skills to plan and accomplish goals.
• Leads the implementation process for the onboarding of new business for existing clients, including timely and accurate documentation/sign off the Implementation Questionnaire and other related documents, communication of client commitments and expectations to internal partners, interpreting and providing context for client requests, ensuring appropriate review and customer sign-off, leading site visits, conference calls, and related responsibilities to ensure flawless implementations.
• Gather requirements with clients to solve complex business needs and translate ideas into requirements.
• Manages projects with increased complexity under limited supervision.
• Utilizes project management skills to track milestones and deliverables, timely recognition/notification of risk indicators and provide regular status updates to Leadership internally/externally.
• Effectively educates the client to MedImpact systems and processes to ensure that the client is fully oriented to MedImpact.
• Manages the client and consultant in compliance with the client service agreement eliminating any risks to MedImpact for non-adherence.
• Partners with multiple business units and teams to ensure the accuracy of claims adjudication set ups.
• Understands, documents, and communicates clients’ technical and service specifications across the organization.
• Analyzes claims results and identifies discrepancies, inaccuracies, anomalies, and unexpected consequences.
• Takes accountability for expeditious resolution of adjudication configuration issues identified during the implementation process.
• Completes special projects as assigned (such as leading workgroups, overseeing projects/development of new system functionality, mentoring/training staff, etc.)
• Provide regular feedback to management team regarding client requirement status and business development opportunities to improve operational efficiencies.
• Proactively identify, recommend, and lead implementation solutions for client and operational improvements.
• Leads small to mid-sized workgroups, influences team decisions.
• Mentors AM I staff and assist in onboarding

Education and/or Experience

BS/BA and 3+ years' experience or equivalent combination of education and experience

Computer Skills

• Intermediate to advanced skill set in MS Office, Word, Excel, PowerPoint, Project, and Outlook
• Intermediate to advanced knowledge in Visio
• Experience as a user of multiple business software applications is required.

Certificates, Licenses, Registrations

• Pharmacy Technician license or national certification desired.
• Successful completion of MedImpact Internal Certifications required within one (1) year of active employment in role (i.e., MedAccess Certification, Cognos, and Med Coaching Certification).

Other Skills and Abilities

• Must be exceptionally consultative face to face with clients
• Outstanding numeric, verbal, written, logic, and analytical skills
• Excellent organization, written and verbal communication skills
• Must possess the ability to effectively communicate proposed design solutions in a consultative manner, and provide input and guidance in a way that fosters understanding among internal partners and clients
• Good business acumen and understanding of the business processes of PBM services
• Good decision-making skills, including expert problem-solving skills, problem analysis and discernment under pressure
• Good planning, organizing, prioritizing, negotiating, team building, and leadership capabilities
• Demonstrated ability to positively interact with clients at all levels of their organization
• Demonstrated accountability for achieving service commitments and ability to deliver results under tight timelines
• Excellent organization, written and verbal communication skills
• Reasoning Ability
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Mathematical Skills
• Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Language Skills
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures or governmental regulations.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Competencies

• Composure
• Decision Quality
• Organizational Agility
• Problem Solving
• Customer Focus
• Drive for Results
• Peer Relations
• Time Management
• Dealing with Ambiguity
• Learning on the Fly
• Political Savvy

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is regularly required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position may regularly be exposed to or encounter moving mechanical parts, high, precarious places, fumes or airborne particles, toxic or caustic chemicals, outdoor weather conditions, risk of electrical shock or vibration. The noise level in the work environment is usually moderate (examples: business office with computers and printers, light traffic).

Work Location

This position works on-site at the San Diego Headquarters or other company location (or from a remote location with management approval based on business requirements). Must provide adequate support to internal clients; be available for regular interactions and coordination of work with other employees, colleagues, clients, or vendors; as well as be available to facilitate effective decisions through collaboration with stakeholders.

Working Hours

This is an exempt level position requiring the incumbent to work the hours required to fully accomplish job responsibilities and reasonable meet deadlines for work deliverables. The individual must have the flexibility to work beyond traditional hours and be able to work nights, weekends or on holidays as required. Work hours may be changed from time to time to meet the needs of the business. Typical core business hours are Monday through Friday from 8:00am to 5:00pm.

Travel

This position requires domestic travel of up to 30% of the time.

The Perks

• Medical / Dental / Vision / Wellness Programs
• Paid Time Off / Company Paid Holidays
• Incentive Compensation
• 401K with Company match
• Life and Disability Insurance
• Tuition Reimbursement
• Employee Referral Bonus

Equal Opportunity Employer, Male/Female/Disabilities/Veterans OSHA/ADA: To perform this job successfully, the successful candidate must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.

MedImpact was founded more than three decades ago by a pharmacist and independent drug store owner who saw firsthand how families struggled with the high cost of prescriptions, and how it impacted their lives, financial security, and health. So, he started MedImpact to make prescription benefits understandable and accessible. While we have grown to be one of the leading PBMs in America, we remain as committed to these principles today as we did when it all began.