Client Administrator II

Exemption Status:United States of America (Exempt)

$50,667 - $66,500 - $82,333

“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!

Job Description

• Develop and implement strategic project planning that provides mutual performance objectives. Track projects and issues closely, foster collaboration from both the business and technology groups and lead issue resolution meetings during a project. Create realistic plans and forecasts related to customer performance.  Communicate status reports for management, clients and the project team, and meet with project personnel to provide technical recommendations to resolve problems.
• Facilitate regular project status meetings to assess progress versus milestones, and identify areas of potential concern in order to mitigate risk as well as provide updates to Management. Assume responsibility for delivery by ensuring all Contact Center components of the project are successfully completed, assist with training of staff regarding project/product output, development of supporting materials, or documentation and client interface.   
• Completes special projects (such as leading workgroups, overseeing projects, development of new system functionality, mentoring/training staff, etc.)
• Define Contact Center processes and implement call reduction strategies.  Negotiate and seek agreement with clients regarding the need for process changes.   Recommend alternative solutions to suggested benefit changes in order to reduce calls in the Contact Center and disruptions to claims processing.
• Develop, maintain, and modify Contact Center processes when the clients’ requirements change.  Ensure system notes are updated, and develop and conduct training for contact center staff.  Analyze and track the impact of process changes on call volume and make adjustments as needed.
• Fully understands and can effectively articulate the plan designs and benefit setups for their clients and be involved in the claims testing process.  Partner with the client and the implementation teams in reviewing the test claim results and makes recommendations regarding potential solutions.
• Develop and manage staff training for new products and clients. Includes organizing training groups, develop training documents and job aids. Facilitate train-the-trainer sessions and transition training information to the Quality Team.
• Analyze data to improve strategic decision making and implementation.  Track and identify trends regarding the impact of new client/benefit implementations on call types, source, reason, and volume.  Analyze the future impact (call volume for forecasting purposes) of new implementations based on call types.
• Leads the implementation process for the onboarding of new business and new groups for existing clients for the Contact Center. This includes timely and accurate drafting, documentation, and sign off of the Customer Service Procedures, Claims Internal Procedures, and other related documents. Communicates client commitments and expectations to internal partners,  interpreting and providing context for client Contact Center requests, hosting meetings and conference calls, coordinating client toll-free number assignment and set-up, Claims and Subrogation letter set-up. Creates Pharmacy Broadcast and other related documents to ensure impeccable implementations to minimize member disruption and Contact Center impacts.  Effectively educates the client on Contact Center processes to ensure that the client is fully oriented.
• Provide Call Center Metrics and responses for Request for Proposals.  Attend “Sales to Implementation (S2I)” meetings and determine impact of new business on the Contact Center.  Operationalize commitments made to the client and partner with clients to determine how to best service the business (i.e., member calls, offshore, afterhours, DMR and member communication).
• Ensure Performance Guarantees are achieved by reviewing reports and analyzing data. Review Performance Guarantee reports each month to confirm client specific metrics are met as described in the contract. Analyze business process flows to identify opportunities to recommend internal process improvements in coordination with other departments. Ensure timely and accurate documentation of notes and procedures in MedAccess and other proprietary systems.
• Travel to client’s location for new implementations and open enrollments, deliver on-site training, and serve as a subject matter expert at client benefits fairs.

• Creates and facilitates yearly Part D compliance training to support CMS guidance.
• Able to facilitate new CSR training including the delivery of initial two week training class and subsequent follow up sessions during the first two weeks on the floor.

Supervisory Responsibilities

This job has 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; Respond promptly to client needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; Meet commitments to clients; Manage difficult or emotional client situations.  Be an expert with client information including but not limited to contract terms, renewals & performance guarantees.

Qualifications

To perform this job successfully, an individual must be able to perform each essential function 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.

Education and/or Experience

Bachelor's degree (B.A.) from four-year College or university; or three (3) years related experience and/or training; or equivalent combination of education and experience, and at least two (2) plus years’ experience with Project Management or Project Coordination using best practices for project methodology, preferably in a healthcare, Pharmacy Benefit Management (PBM), managed healthcare service organization, insurance company, or other health related entity.  Must be familiar with healthcare related state and government regulations such as Medicaid, Medicare and CMS. Previous experience interacting with clients and customers, including accountability for achieving service commitments and resolving complaints is required.

Computer Skills

Intermediate knowledge of Microsoft Office Suite Word Processing software, MS Project, and Visio software.  Experience with Windows based database programs is also required.  Knowledge of healthcare operating systems in PBM industry preferred. 

Certificates, Licenses, Registrations

Pharmacy Technician Certification preferred.

Other Skills and Abilities

Detailed understanding of claim processing concepts, experience with Medicare Programs and enrollment and claim adjudication preferred. Ability to prioritize urgent issues effectively and ability to effectively balance a high volume of work.  Detail oriented with a high degree of accuracy & follow through.  Self-starter with the ability to work independently and as part of a team. Must possess the ability to effectively communicate proposed design solutions in a consultative manner and provide input and guidance in a way that fosters understanding amount internal partners and clients. Excellent problem resolution, team building, judgment and decision making skills required.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. 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 graphs.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Customer and Quality Focus - Actively demonstrates a personal concern for understanding client needs, ensuring the quality of products and services, maintains a high level of customer satisfaction, and contributes to continuous improvement of products and processes.

Problem Solving - Analyzes problems logically to identify root causes, seeks input from a wide range of sources, asks insightful questions and formulates effective solutions.

Decision-making - Gathers input from affected parties and available experts, assesses risks and benefits, and makes timely decisions based on sound reasoning.

Influence - Persuades others of the value of an idea or course of action, enlists cooperation and support while maintaining positive work relationships, builds consensus by communicating effectively and demonstrating an understanding of others’ positions, and effectively motivates others to buy into projects and goals.

Business Knowledge - Demonstrates clear understanding of the nature of the business -- its products and services, goals, market, competitors and challenges. 

Communication - Expresses self clearly and effectively in face-to-face interactions, presentations and written documents, and employs active listening skills to ensure productive interactions.

Interpersonal Effectiveness - Demonstrates good people skills by showing a commitment to teamwork, resolving conflicts effectively and with respect for others’ viewpoints, respecting differences and building strong relationships and networks.

Responsiveness - Responds promptly, appropriately and effectively to requests, feedback and new developments, making sure that all relevant concerns and requirements are understood and addressed.

Negotiation - Maintains focus on both the goals and the process of negotiation, asserts own objectives while demonstrating concern for others’ priorities and perspectives, and effectively negotiates for results.

Planning - Produces realistic, effective plans with clear actions and objectives, workable timelines and specific methods to measure progress, taking into account overall goals, required resources and potential obstacles. 

Prioritization - Accurately analyzes situations, identifies important issues and focuses the appropriate amount of attention, time and resources on those issues.

Adaptability - Adjusts quickly to evolving situations by integrating new information, remaining flexible, recognizing and implementing necessary changes and taking advantage of opportunities presented by new developments.

Initiative - Proactively gathers and analyzes information, assesses situations and identifies challenges and opportunities, sees what needs to be done and takes appropriate action.

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 accommodations 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; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus.

Work Environment

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

While performing the duties of this Job, the employee is in an office setting and is exposed to moderate noise (examples: business office with computers and printers, light traffic).

Work Location

This position primarily works on-site at our San Diego CA, Tempe AZ, or Van Buren Township MI 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

Working Hours

This is an exempt level position requiring one to work the hours needed to get the job done.  Therefore, one must have the flexibility to work beyond traditional hours and be able to work nights, weekends or on holidays as required.  This may be changed from time to time to meet the needs of the business.  Typical core business hours are Monday through Friday from 8:00 AM to 5:00 PM PST.

Travel

This position requires limited domestic travel and attendance maybe required at various local training sessions and/or meetings

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

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.

Equal Opportunity Employer, Male/Female/Disabilities/VeteransOSHA/ADA:

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.

Disclaimer:

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.