Client Administrator II

“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!

This position is responsible for leading and managing all Contact Center aspects of servicing clients.

Ensures client satisfaction throughout plan implementation, post implementation and all other related

service activities and strategic projects on behalf of the Contact Center. Accountable for meeting

client service commitments for multiple plan designs including Medicaid, Market Place, and Medicare

Part D. Serves as a point of contact for assigned clients, Account Management, Implementation,

Configuration Services, and other departments to achieve service commitments and improve

business processes and increase company profitability. This position is responsible for tasks that are

complex in nature where considerable judgment and initiative are required in resolving problems and

making decisions and/or recommendations. The Client Administrator II is ultimately responsible for

ensuring consistent customer satisfaction, delivering successful projects and building and maintaining

solid business relationships with regards to the Contact Center Operations.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Serve as first point of contact for clients for all Contact Center related requests and problem resolution. Responsible for all aspects of service for assigned book of business, including member, pharmacy, physician, and client requests. Operates as the liaison between multiple business areas as needed in researching and resolving client specific issues, implementing process changes and new products, and training all staff members.
• Develops and maintains excellent working relationships with clients and establish themselves as an active part of the client team. Partners with various departments such as Configuration Services, Accounting, Pharmacy Networks, GPS and Account Managers to ensure that the clients receive timely responses and that all Sales Force cases are handled in a timely fashion.
• Stay current with and apply CMS requirements for Medicare Part D call center activities and understand how the company manages these regulations and the processes within different departments. Provide consultation and recommendations for clients regarding the regulations and ensure all Contact Center processes provide high quality and compliant customer service.
• Ensures appropriate levels of service and operational support to assigned clients by understanding and championing client’s operating requirements throughout the organization to ensure mutual success. Facilitate solution development efforts and make decisions regarding solutions in order to effectively manage Contact Center service improvements in service and technology.
• 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.
• 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.

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 accommodations 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 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

None

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 among internal partners and clients.
• Excellent problem resolution, team building, judgment and decision-making skills required.

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

• 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.

Language Skills

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

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

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 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 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 accommodations 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 works on-site at the San Diego Headquarters or Tempe office. Must provide adequate support to internal clients; be available for regular interactions and coordination of work with other employees, colleagues, clients, or vendors; as well as be available to facilitate effective decisions through collaboration with stakeholders.

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Working Hours

This is an exempt level position requiring the incumbent to work the hours required to fully accomplish job responsibilities and reasonable meet deadlines for work deliverables. The individual must have the flexibility to work beyond traditional hours and be able to work nights, 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 requires no travel however attendance may be required at various local conferences and meetings.

• 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.