Account Manager
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Job Description
Account Manager leading client operations, implementations, and renewals for MedImpact’s pharmacy benefit management services. Managing claims, service delivery, relationships, and cross-functional healthcare teams.
Responsibilities:
- Lead and manage all operational aspects of servicing and retaining clients
- Manage the transition of new business into MedImpact effectively, accurately, and timely
- Ensure customer satisfaction throughout the client lifecycle, from conception and implementation through business relationship management and renewal
- Lead and collaborate with assigned client teams, more than 30 business units, customers, and consultants
- Ensure products, services, project deliverables, service levels, timelines, and deliverables meet client requirements
- Develop, build, and maintain client business relationships throughout the client lifecycle
- Manage client onboarding, orientations, commitments, expectations, day-to-day operations, and new implementations
- Champion clients’ operating requirements, including benefit design, pharmacy network composition, claims adjudication expectations, reimbursement methodologies, metrics, and reporting tools
- Improve service performance, resolve issues, escalate service recovery efforts, and incorporate lessons learned into planning strategies
- Lead core and extended client teams during business relationship management and renewal phases
- Maintain documentation, testing protocols, claims analysis, and client technical and service specifications
- Lead implementation of new business for existing clients, including documentation, customer sign-off, site visits, and conference calls
- Track project milestones and deliverables, identify risks, and provide status updates to leadership
- Educate clients on MedImpact systems and processes
- Manage clients and consultants in compliance with client service agreements
- Partner with business units to ensure accurate claims adjudication setups
- Analyze claims results and identify discrepancies, inaccuracies, anomalies, and unexpected consequences
- Resolve adjudication configuration issues during implementation
- Complete special projects such as workgroups, system functionality projects, and staff mentoring/training
- Provide management feedback on client requirements and business development opportunities
- Identify and recommend client and operational improvements
Requirements:
- Bachelor's degree from four-year college or university for Levels II and III; Level I accepts an equivalent combination of education and experience
- Level I: minimum of two (2) years of account management or related client/customer service experience in a healthcare setting
- Level I: minimum of one (1) plus years’ proven and demonstrated experience with Project Management or Project Coordination using best practices for project methodology; two years’ internal MedImpact experience may substitute
- Level II: minimum of four (4) years of account management or related client services experience and at least four (4) plus years’ experience with Project Management or Project Coordination
- Level III: 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
- Familiarity with healthcare-related state and government regulations such as Medicaid and CMS
- 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
- Outstanding numeric, verbal, written, logic, and analytical skills
- Ability to communicate proposed design solutions consultatively
- Good business acumen and understanding of PBM services business processes
- Expert problem-solving, planning, organizing, prioritizing, negotiating, team building, and leadership capabilities
- Demonstrated ability to interact positively with clients at all levels
- Demonstrated accountability for service commitments and delivering results under tight timelines
- Domestic travel of up to 30% of the time
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
- Domestic travel opportunities up to 30% of the time
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