Account Manager I - III

Account Manager I-III

MedImpact Healthcare Systems, Inc. is seeking exceptional individuals to join our team. We are looking for innovative professionals with top-notch skills who thrive on opportunity, high performance, and teamwork. If you want to be part of a team that is dedicated to making a difference in healthcare value, MedImpact is the place for you.

At MedImpact, we provide cutting-edge pharmaceutical and technology solutions that significantly enhance healthcare value. Our mission is to deliver superior outcomes through innovative products, systems, and services that foster transparency and promote informed decision-making. Our vision is to be the benchmark for solutions that optimize satisfaction, service, cost, and quality within the healthcare industry, establishing ourselves as the premier Pharmacy Benefits Management solution.

Job Description

This role is responsible for leading and managing all operational aspects of client servicing and retention. It also entails effectively, accurately, and timely managing the transition of new business into MedImpact. The Account Manager ensures consistent customer satisfaction throughout the client lifecycle, from conception and implementation to business relationship management and renewal. This is achieved by leading and collaborating with an assigned client team, engaging over 30 business units, and maintaining continuous interaction with customers and consultants. Ultimately, the Account Manager is accountable for ensuring consistent customer satisfaction, delivering successful projects, building and maintaining strong business relationships, and successfully executing the delivery of additional revenue to MedImpact. Furthermore, this position ensures that products, services, and project deliverables align with client service agreements, appropriate service levels are met, project timelines and deliverables fulfill client requirements, issues are identified and resolved promptly, and client satisfaction is maintained throughout the client relationship lifecycle. This role handles complex assignments requiring considerable judgment and initiative in problem-solving and making recommendations. The Account Manager acts independently to define methods and procedures for new assignments and may provide guidance to other support personnel.

What You Get To Do

• Develops, builds, and maintains strong client business relationships, starting with a positive onboarding experience and continuing through the client lifecycle. This includes establishing clear rules of engagement, orientation, adherence to MedImpact processes and services, communicating client commitments to internal partners, and managing the client’s day-to-day operations and new implementations.
• Ensures appropriate levels of service and operational support for assigned clients by understanding and advocating for clients’ operating requirements across the organization. This includes understanding the client's business model, targeted markets, benefit design objectives, pharmacy network composition, overall claims adjudication expectations, reimbursement methodologies, metrics, and reporting tools.
• Proactively maintains and improves service performance levels, collaborating across the organization to expedite issue resolution, escalate service recovery efforts, provide timely feedback to internal and external customers, enhance customer satisfaction levels, and ensure that service gaps and lessons learned are integrated into the client performance and planning strategy.
• Actively leads core client team members and extended team members 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 a deep 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 onboarding new business for existing clients, ensuring timely and accurate documentation and sign-off on the Implementation Questionnaire and related documents. This involves communicating client commitments to internal partners, interpreting and contextualizing client requests, ensuring appropriate review and customer sign-off, and leading site visits, conference calls, and related responsibilities for flawless implementations.
• Utilizes project management skills to track milestones and deliverables, identify risks, and provide regular status updates to internal and external leadership.
• Effectively educates clients on MedImpact systems and processes to ensure full orientation.
• Manages the client and consultant in compliance with the client service agreement, mitigating risks for MedImpact due to non-adherence.
• 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 to identify discrepancies, inaccuracies, anomalies, and unexpected consequences.
• Takes accountability for the prompt resolution of adjudication configuration issues identified during implementation.
• Completes special projects as assigned, such as leading workgroups, overseeing projects, developing new system functionality, or mentoring/training staff.
• Provides regular feedback to the management team regarding client requirement status and business development opportunities to enhance operational efficiencies.
• Proactively identifies and recommends solutions for client and operational improvements.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Education And/Or Experience

Level I

• Bachelor's degree or equivalent combination of education and experience.
• A minimum of two (2) years of account management or related client/customer service experience in a healthcare setting (health insurer, managed care, third party administrator, PBM, or pharmacy).
• A minimum of one (1) plus years of proven experience with Project Management or Project Coordination using best practices.
• Two (2) years of internal MedImpact experience may substitute for the above requirements.
• Familiarity with healthcare-related state and government regulations (e.g., Medicaid, CMS).

Level II

• Bachelor's degree or equivalent combination of education and experience.
• A minimum of four (4) years of account management or related client services experience.
• At least four (4) plus years of experience with Project Management or Project Coordination using best practices.
• Experience in a healthcare, PBM, managed healthcare service organization, insurance company, or other health-related entity is strongly preferred.
• Familiarity with healthcare-related state and government regulations (e.g., Medicaid, CMS).

Level III

• Bachelor's degree or equivalent combination of education and experience.
• A minimum of six (6) years of account management or related client services experience.
• At least six (6) plus years of experience with Project Management or Project Coordination using best practices.
• Experience in a healthcare, PBM, managed healthcare service organization, insurance company, or other health-related entity is strongly preferred.
• Familiarity with healthcare-related state and government regulations (e.g., Medicaid, CMS).

Computer Skills

• Intermediate to advanced MS Office (Word, Excel, PowerPoint, Project, Outlook).
• Intermediate to advanced knowledge in Visio.
• Experience as a user of multiple business software applications.

Certificates, Licenses, Registrations

• Pharmacy Technician license or national certification is desired.
• Successful completion of MedImpact Internal Certifications required within one (1) year of employment (e.g., MedAccess Certification, Cognos, Med Coaching Certification).

Other Skills And Abilities

• Exceptional consultative skills for face-to-face client interactions.
• Outstanding numeric, verbal, written, logic, and analytical skills.
• Excellent organization, written, and verbal communication skills.
• Ability to effectively communicate proposed design solutions consultatively and provide input/guidance that fosters understanding among internal partners and clients.
• Good business acumen and understanding of PBM services.
• Strong decision-making, problem-solving, and problem analysis skills, especially under pressure.
• Proficient in planning, organizing, prioritizing, negotiating, team building, and leadership.
• Demonstrated ability to positively interact with clients at all organizational levels.
• Demonstrated accountability for achieving service commitments and delivering results under tight deadlines.

Travel

This position requires domestic travel of up to 30% 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.

Key skills/competency

• Account Management
• Client Relationship Management
• Project Management
• Healthcare Industry
• Pharmacy Benefit Management (PBM)
• Client Retention
• Business Development
• Problem-Solving
• Communication Skills
• Customer Satisfaction