Account Manager

Exemption Status

United States of America (Exempt)

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$52,693 - $69,160 - $85,626

“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

This position is responsible for leading and managing all operational aspects of servicing and retaining clients. Ensures consistent customer satisfaction during the life cycle of the client from Implementation, Business Relationship Management and Renewal by leading and collaborating with their assigned client team 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 Sav-Rx. 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 provide guidance to other support workforce members.

Essential Duties and Responsibilities include the following. 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 Sav-Rx 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

• Participates in the implementation process for the onboarding of new business for existing clients, helping with timely and accurate documentation/sign off the Implementation Questionnaire and other related documents, communication of client commitments, interpreting and providing context for client requests, ensuring appropriate review and customer sign-off,

• Effectively educates the client to Sav-Rx  systems and processes to ensure that the client is fully oriented to Sav-Rx.

• Manages the client and consultant in compliance with the client service agreement eliminating any risks toSav-Rx 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

• 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

Supervisory Responsibilities

No supervisory responsibilities

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; manage difficult or emotional client situations; Respond promptly to client needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; Meet commitments to clients.

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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 accommodation may be made to enable individuals with disabilities to perform the essential functions.

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Education and/or Experience

BS/BA and 2+ years’ experience or equivalent combination of education and experience

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Computer Skills

• Intermediate to advanced skill set in MS Office, Word, Excel, PowerPoint, Project, and Outlook

• Experience as a user of multiple business software applications is required

Certificates, Licenses, Registrations

None required

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Other Skills and Abilities

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• Must be exceptionally consultative face to face with clients

• Good 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 basic understanding of the business processes of PBM services

• Good decision-making skills, including 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 accounta