Account Manager III

Exemption Status:

“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.”

This position is not eligible for Sponsorship.

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:  Serves as the Lead Account Manager on the Client Services team. Retain a smaller book of business, and have the ability to take on process documentation and training and be responsible for cross functional training on all product lines. Key client liaison for service and operational support for Covered Entities. Ensures consistent customer satisfaction by collaborating with multiple business units and with customers to ensure appropriate service levels are maintained, issues are identified & resolved timely, and day-to-day processes function flawlessly. 

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Create, update, maintain process documents and training for Client Services team.
• Support new product lines with documentation and training support. Also create new client facing documents for training as needed.  
• Oversee special client initiatives that fall under the responsibility of Client Services.
• Builds client relationships through active participation in the client team process, including adherence to agreed-upon rules of engagement and roles & responsibilities.
• Adheres to strict procedural and quality standards, including thorough and accurate documentation, testing protocols, and claims analysis. 
• Uses experience, judgment, business & systems knowledge, and technical skill to plan and accomplish goals. 
• 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, provider panels, billing 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. 
• Ensures that high levels of service contribute to client renewal.
• Leads operational initiatives in support of client business objectives, including engagement of project management support, providing regular updates to clients, providing appropriate levels of communication between the client & SUNRx staff, interpreting and providing context for client requests, and ensuring that appropriate pre- and post- production review and sign-off by the customer is executed.
• Leverages customer relationship management tools and spreadsheets for documenting all client contacts and deliverables requiring follow-up. 
• Identifying process gaps, process development and participating in continuous process improvement.
• Actively collaborate with Finance to resolve billing and payment issues.
• Understand the MCO 340B model in order to provide cross-functional support to MCO team and Covered Entity.
• Measures service levels by including appropriate & accurate documentation of client information, issues, projects, and work requests.
• Oversees assigned cases and ensures adherence to due dates.
• Is an active participant in client life cycle management and strategic client planning.
• Utilizes planning, prioritizing, and organizational skills to ensure timely deliverables, high levels of quality, and efficient use of resources to assist in claims adjudication accuracy.  
• Ensures appropriate back up coverage for customers during holidays, weekends, and other times.
• Maintains commitment to operational goals in the face of obstacles.
• Actively supports other members of the core client team, and members of the extended team, in successfully supporting client needs and delivering flawless fundamentals. 
• Provide ongoing training to Covered Entities on the Virtual Inventory system, billing and reports.
• Provide training and mentoring to other Account Managers in support of the Account Manager role.
• Promptly responds to service failures, resolves issues, and escalates concerns as appropriate.
• Actively participates in continued professional development to stay up-to-date on the latest quality management best practices and PBM products, services, & technical enhancements.
• Completes special projects as assigned (such as leading workgroups, overseeing projects, process and training material development, executing up-sell plans in conjunction with the client team, mentoring/training staff, etc.)
• Assist and be onsite as needed for HRSA audits; train client on self audits. 
• Responsible for implementing clinic expansions and sliding fee scale designs, and assisting client with custom report requirements.

Supervisory Responsibilities                                              

Ability to take on supervisory responsibilities in the absence of the unit leader. May provide functional and administrative guidance to lower level Account Managers.

Client Responsibilities

This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written).  One must be able to; Respond promptly to client needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; Meet commitments to clients; Manage difficult or emotional client situations. Assist other Account Managers with escalated client issues.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below 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.

Education and/or Experience                                             

Bachelor’s Degree or equivalent and seven (7) years customer support or related account management experience in a healthcare or PBM environment; or equivalent combination of education and experience. Minimum three (3) years of 340B Account Management Level III experience required. Pharmacy Technician license or national certification desired.  Accounting background very helpful.       

Computer Skills

Intermediate to advanced skill set in MS Office; Word, Excel, PowerPoint, Project and Outlook.  Intermediate to advanced knowledge in Visio.

Certificates, Licenses, Registrations

Pharmacy Technician license or national certification desired.

Other Skills and Abilities

Outstanding numeric, verbal, written, logic, and analytical skills.  Project Management 101 certification or equivalent training.  Superb public presentation skills.  Previous supervisory skills and or completion of management courses is required.

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 calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

Language Skills                                           

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Competencies                                              

To perform the job successfully, an individual should demonstrate the following competencies:

Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Initiative -Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

Analytical – Synthesizes complex or diverse information; Collects and researches data; Identifies data relationships and dependencies; uses intuition and experience to analyze data and relationships; designs workflows and procedures.

Accounting skills – ability to understand basic accounting practices; debits and credits, money flow, aging reports, invoices, comparing invoices to reports, moderate Excel skills, advanced problem solving capabilities.

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 frequently required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

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.

While performing the duties of this Job, the employee is occasionally exposed to moving mechanical parts; fumes or airborne particles and risk of electrical shock. The noise level in the work environment is usually moderate.

Working Hours

This is an exempt level position requiring one to work the hours needed to get the job done.  Therefore one must have the flexibility to work beyond traditional hours and be able to work nights, weekends or on holidays as required.  This 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 25% 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

To explore all that MedImpact has to offer, and the greatness you can bring to our teams, please submit your resume to www.medimpact.com/careers

MedImpact, is a privately-held pharmacy benefit manager (PBM) headquartered in San Diego,
California. Our solutions and services positively influence healthcare outcomes and expenditures, improving the position of our clients in the market. MedImpact offers high-value solutions to payers, providers and consumers of healthcare in the U.S. and foreign markets.

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. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.