Implementation Manager I-III

Exemption Status: United States of America (Exempt)

Pay

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.

• Level I: $58,642 - $77,700 - $96,758
• Level II: $68,860 - $92,100 - $115,340
• Level III: $82,074 - $110,800 - $139,526

About the role

This position is responsible for managing the transition of new business into MedImpact effectively, accurately, and timely. Ensures consistent customer satisfaction during implementation by collaborating with client teams, over 30 business units, and continually interacting with customers and consultants. The Implementation Manager is ultimately accountable for delivering a successful project, creating the foundation of the business relationship, and successfully executing the delivery of additional revenue to MedImpact.

They are also responsible for ensuring 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 implementation process.

Responsibilities

• Develops and builds client business relationships by delivering a positive on-boarding experience, including clear rules of engagement, orientation to MedImpact processes and services, communication of client commitments and expectations to internal partners, and successful transition from implementation to maintenance of business.
• 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 and facilitates enterprise activities resulting in process improvements, improved efficiencies, and productivity.
• Utilizes project management skills to track milestones and deliverables, timely recognition/notification of risk indicators, and provide regular status updates to Leadership internally/externally.
• Leads the implementation process, 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 and conference calls, and related responsibilities to ensure flawless implementations.
• Facilitates conflict management and resolution, inclusive of internal and external partners.
• Builds client relationships by ensuring appropriate levels of service and operational support during the implementation process, including establishing clear rules of engagement and roles and responsibilities for implementation success.
• Effectively educates the client on MedImpact systems and processes to ensure the client is fully oriented to MedImpact.
• Leverages Salesforce as the enterprise customer relationship management tool for documenting all client contacts and deliverables requiring follow-up, including appropriate & accurate documentation of client information, issues, projects, & work requests; oversight of assigned cases; and adherence to due dates.
• Manages the project in compliance with the client service agreement, eliminating any risks to MedImpact for non-adherence, including managing the client and consultant to stay within the executed contract.
• Must be knowledgeable of all State and government regulations related to PBM operations.
• Partners with multiple business units and teams to ensure the accuracy of claims adjudication setups.
• 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.
• Utilizes planning, prioritizing, and organizational skills to ensure timely deliverables, high levels of quality, and efficient use of resources to achieve claims adjudication accuracy.
• Ensures appropriate backup coverage for customers during holidays, weekends, and other times.
• Maintains commitment to operational goals in the face of obstacles.
• Actively supports members of the core client team, and members of the extended team, in successfully meeting client needs and delivering flawless fundamentals during the transition from implementation to maintenance of business.
• Collaborates and cultivates positive relationships with internal and external customers through delivery of sustainable, measurable, accurate, reliable, and timely results that meet or exceed customer expectations.
• Promptly responds to service failures, resolves issues, and escalates concerns as appropriate.
• Promotes continuous improvement by ensuring adherence to quality principles.
• Seeks out and actively participates in business initiatives that contribute to service excellence.
• Actively participates in continued professional development to stay up-to-date on the latest PBM products, services, and technical enhancements.
• Completes special projects as assigned (such as leading workgroups, overseeing projects/development of new system functionality, mentoring/training staff, etc.).

Requirements

• Bachelor’s Degree.
• Level I: Two (2) years customer support or related account management experience in a healthcare or a Pharmacy Benefits Management (PBM) environment. Experience as a user of multiple business software applications is required. Pharmacy Technician license or national certification desired. Previous system implementation experience, preferably in (PBM) environment or managed healthcare services organizations, insurance companies, and other health-related entities highly desirable.
• Level II: Four (4) years customer support or related account management experience in a healthcare or a Pharmacy Benefits Management (PBM) environment. Experience should include a minimum of two (2) years implementation experience, preferably in (PBM) environment or managed healthcare services organizations, insurance companies, and other health-related entities; or equivalent combination of education and experience. Experience as a user of multiple business software applications is required. Pharmacy Technician license or national certification desired.
• Level III: Four (4) years customer support or related account management experience in a healthcare or a Pharmacy Benefits Management (PBM) environment. Experience should include a minimum of three (3) years implementation experience, preferably in (PBM) environment or managed healthcare services organizations, insurance companies, and other health-related entities; or equivalent combination of education and experience. Experience as a user of multiple business software applications is required. Pharmacy Technician license or national certification desired.

Skills

• Intermediate to advanced skill set in MS Office: Word, Excel, PowerPoint, Project, and Outlook.
• Intermediate to advanced knowledge in Visio.
• PMP or PMI Certification desired.
• Must be exceptionally consultative face-to-face with clients.
• Outstanding numeric, verbal, written, logic, and analytical skills.
• Within one (1) year of job acceptance: MedAccess certification or equivalent experience, Service Excellence Certification, and Project Management 101 certification or equivalent training.

Schedule

• This position requires travel a minimum of 10% of the time.
• Attendance may be required at various local training sessions and/or meetings.

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