Account Manager Puerto Rico

“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!

Summary

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. 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 MedImpact. 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.

Essential Duties and Responsibilities include the following.

• 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.  Relies on experience, judgment, business & systems knowledge, and technical skill to plan and accomplish goals. 

• Leads the implementation process for the onboarding of new business for existing clients, 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, conference calls, and related responsibilities to ensure flawless implementations. 

• Utilizes 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. 

• 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.

• Completes special projects as assigned (such as leading workgroups, overseeing projects/development of new system functionality, mentoring/training staff, etc.)

• 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.

• Other duties as assigned.

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.

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.

Education and/or Experience

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

Computer Skills

Intermediate to advanced skill set in MS Office; Word, Excel, PowerPoint, Project and Outlook.  Intermediate to advanced knowledge in Visio.

Certificates, Licenses, Registrations

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).

Other Skills and Abilities

• Must be fluent in both English and Spanish (oral and written).
• Good decision-making skills, including expert problem-solving skills, problem analysis and discernment under pressure.

• Excellent organization, written and verbal communication skills.

Reasoning Ability

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Mathematical Skills  

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Language Skills    

• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

• Ability to respond effectively to the most sensitive inquiries or complaints. 

Competencies 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

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is regularly required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

This position may regularly be exposed to or encounter moving mechanical parts, high, precarious places, fumes or airborne particles, toxic or caustic chemicals, outdoor weather conditions, risk of electrical shock or vibration. The noise level in the work environment is usually moderate (examples: business office with computers and printers, light traffic).

Work Location

This position must work on-site at the San Diego Headquarters (or other company location) for purposes of providing adequate support to internal clients; being available for face-to-face interactions and coordination of work with other employees, colleagues, clients, or vendors; as well as for facilitation of quick and effective decisions through collaboration with stakeholders.  Periodic scheduled remote work may be permitted as allowed under the department’s policy and with management approval. 

Working Hours

This is an exempt level position requiring the incumbent to work the hours required to fully accomplish job responsibilities and reasonably meet deadlines for work deliverables. The individual must have the flexibility to work beyond traditional hours and be able to work nights, at weekends or on holidays as required.  Work hours may be changed from time to time to meet the needs of the business.  Typical core business hours are Monday through Friday from 8:00am to 5:00pm.

Travel

This position may require domestic travel.

• 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

MedImpact, is a privately-held pharmacy benefit manager (PBM) headquartered in San Diego,
California. Our solutions and services positively influence healthcare outcomes and expenditures, improving the position of our clients in the market. MedImpact offers high-value solutions to payers, providers and consumers of healthcare in the U.S. and foreign markets.

To perform this job successfully, the successful candidate must be able to perform each essential duty satisfactorily. The requirements listed 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.

The above
statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.