Account Manager II
About the role
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.
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
- Learns and applies 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
- Parses and documents 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 management team regarding client requirement status and business development opportunities to improve operational efficiencies
- Proactively identifies and recommends solutions for client and operational improvements
Requirements
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.
- 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 (1) year of active employment in role (i.e., MedAccess Certification, Cognos, and Med Coaching Certification)
Qualifications
To perform this job successfully, an individual should demonstrate the following 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
To perform the job successfully, an individual should demonstrate the following 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