Senior Account Manager

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:

The Account Manager III is responsible for leading and managing all operational aspects of servicing clients. This position is also responsible for managing the transition of new business into ScriptSave effectively, accurately and timely. The Account Manager III ensures consistent customer satisfaction during the life cycle of the client from conception, implementation, business relationship management and collaborating with their assigned client team, while continually interacting with customers. The Account Manager III is ultimately accountable for ensuring consistent customer satisfaction, delivering successful projects, building and maintaining solid business relationships for ScriptSave. 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 extremely complex in nature where independent action and a high degree of initiative are required in resolving problems and developing recommendations. Acts independently to determine methods and procedures on new assignments and may provide guidance and oversee the activities of other support personnel.

Essential Duties and 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 Script Save 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
• 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 or existing clients, including timely and accurate documentation/sign-off of 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 ScriptSave systems and processes to ensure that the client is fully oriented to ScriptSave
• Manages the client and consultant in compliance with the client service agreement eliminating any risks to Script Save for non-adherence
• Partners with multiple internal stakeholders 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.)
• Provides regular feedback to the management team regarding client requirement status and business development opportunities to improve operational efficiencies
• Proactively identifies and recommends solutions for client and operational improvements
• Monitor delivery of scheduled reports to ensure timeliness
• Spearhead client-specific reporting calendar as necessary
• Experience preparing and interpreting reports
• An intelligent and articulate individual who can relate to people at all levels of an organization and possesses excellent communication skills
• An excellent facilitator who is experienced in resolving conflicts between different parties to a dispute
• A decisive individual who possesses a strategic focus as well as an operational, implementation, and detail-oriented perspective
• Assist the compliance team with state regulatory licensing documents by acting as the liaison between compliance and our clients
• Function as designated Elixir Savings lead for Customer Care; researching calls received, coordinate training of customer care team regarding discount card programs
• A strategic planner with sound technical skills, analytical ability, good judgment, and strong operational focus
• Ability to work with peers in a team effort and with all levels of management
• Demonstrated ability to manage multiple priorities and deadlines
• A well-organized and self-directed individual who can work with a minimal amount of supervision
• Capability to efficiently complete tasks in a fast-paced environment
• Proficient in Microsoft Office and industry related software programs
• Other duties as assigned

Supervisory Responsibilities

This job has no supervisory responsibilities.

Client Responsibilities

This is an internal and external client facing position that requires 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.

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 from four-year college or university 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
• Experience is in healthcare, Pharmacy Benefit Management (PBM), managed healthcare service organization, insurance company, or other health related entity; or equivalent combination of education and experience is strongly preferred
• Must be familiar with healthcare related state and government regulations such as Medicaid, CMS, etc.

Computer Skills

Advanced skill set in MS Office, Word, Excel, PowerPoint, Project and Outlook. Experience as a user of multiple business software applications is required. (e.g, but not limited to Medaccess, RxBirt, RxIntel)

Certificates, Licenses, Registrations

None

Other Skills and Abilities    

Outstanding numeric, verbal, written, logic, and analytical skills. Excellent organizational, 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, 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. The 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, and percentages.  Ability to apply concepts of basic algebra.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

Competencies     

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

Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

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 accommodation 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 and walk. The employee must occasionally lift and/or move up to 10 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 accommodation may be made to enable individuals with disabilities to perform the essential functions.

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 10% travel and attendance may be required at various local conferences and meetings.

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.

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.