Note: The job is a remote job and is open to candidates in USA. MedImpact Healthcare Systems, Inc. is looking for extraordinary people to join our team! The Account Manager III is responsible for leading and managing all operational aspects of servicing and retaining clients, ensuring consistent customer satisfaction, and managing the transition of new business into MedImpact.
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, 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, escalate 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. Relies on experience, judgment, business & systems knowledge, and technical skill 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
- 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 and recommend solutions for client and operational improvements
Skills
- Bachelor's degree from four-year college or university or equivalent combination of education and experience
- A minimum of two (2) years of account management or related client/customer service experience in a healthcare (health insurer, managed care, third party administrator, PBM, or pharmacy) setting
- A minimum of one (1) plus years' proven and demonstrated experience with Project Management or Project Coordination using best practices for project methodology
- Two (2) years' internal MedImpact experience may substitute for this requirement
- Must be familiar with healthcare related state and government regulations such as Medicaid, CMS, etc
- A minimum of four (4) years of account management or related client services experience, and at least four (4) plus years' experience with Project Management or Project Coordination using best practices for project methodology
- A minimum of six (6) years of account management or related client services experience, and at least six (6) plus years' experience with Project Management or Project Coordination using best practices for project methodology
- 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
- 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
- This position requires domestic travel of up to 30% of the time
- Experience in a healthcare, Pharmacy Benefit Management (PBM), managed healthcare service organization, insurance company, or other health related entity, or equivalent combination of education and experience
- Pharmacy Technician license or national certification desired
Benefits
- 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
Company Overview