Supervisor, Configuration Services

Job Title

Supervises configuration team members within an assigned region in the achievement of defined service objectives, and promotes the overall vision, goals, strategies and objectives of Configuration Services. Supervises configuration timeliness and quality to ensure accuracy of configuration builds provided to our customer. Serves as an interdepartmental liaison to assure open communication and collaboration with client facing teams to drive timely operational execution and service delivery as related to configuration functions. This position will also represent Configuration Services on project teams and client meetings.

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

• Supervises assigned group of Configuration Specialists and/or Analysts in the development, implementation, and maintenance of client-specific benefit designs focused on meeting the client's satisfaction in the areas of Service Delivery, Performance Expectations, Claims Adjudication Accuracy, and Growth in Membership and Profitability.
• Responsible for interviewing and recommending candidates for hire, evaluating performance, and enforcing departmental guidelines, policies, and performance standards. Monitors adherence to company guidelines and policies, administers employee corrective action, and makes termination recommendations. Models and cultivates staff behaviors that achieve business success, including leadership skills, collaboration, accountability, and ownership. Ensures that staff members are aware of business plan objectives, individual accountabilities, and the competencies critical to successful job performance. Promotes the overall vision and strategies of the enterprise within the team.
• Provides day-to-day leadership and direction to provide exceptional service to clients, including administering policies, business processes, quality standards, measurement criteria, and daily task management of benefit change requests.
• Ensures that deliverables are on time, within budget, and meet the quality levels expected by MedImpact's internal and external customers.
• Develops and maintains solid business relationships with region's clients. Ensures that Configuration Services, on behalf of MedImpact, is meeting service agreement requirements.
• Monitors client service continuum including proactive and reactive components. Resolve escalated issues, while ensuring ongoing issues are resolved expeditiously.
• Analyzes training needs, make recommendations and develop training programs, required training lessons, instructional materials, mentoring and technical coaching in order to improve client service delivery.
• Partners with other MedImpact business units to effectively resolve customer issues and inquiries, implement new business, configuration design solutions that meet the mutual needs of MedImpact and our customers. Proactively identifies and recommends solutions for client and operational improvements. Help define the requirements for and promote system enhancements, including changes to POS logic, automated benefits processes and SalesForce enhancements. Provides alternative solutions for more sustainable standard solutions and practices.
• Leads special projects, new product offerings and participates as a key member of cross functional workgroups, teams, and committees as assigned.
• Identifies and leads improvement opportunities in assigned work groups and business processes by developing and documenting business processes, assigning roles and responsibilities, and measuring results.
• Provides support when developing presentations for internal and external audiences.
• Supports the Sales Division with Request for Proposals and Best and Final Presentations

Supervisory Responsibilities

Manages assigned staff in the segment area. Responsible for the overall direction, coordination, and evaluation of the unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Supports and enforces all company policies and procedures in a fair and consistent manner, taking corrective action whenever necessary.

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 Degree or equivalent; 2+ years of experience (or equivalent combination of education and experience) and 1 year of supervisory experience. Supervisory experience may be substituted with two (2) years of MedImpact experience plus an appropriate external leadership training program and internal mentorship with a seasoned leader at the Director level or above that must be completed within 12 months in new position.

Computer Skills

Intermediate to advanced knowledge of MS Office / Word, Excel PowerPoint, Project, Visio and Outlook. Experienced user of multiple business software applications and working knowledge of key technical applications such as SQL, Oracle based platforms, and Golden 32. The ability to run SQL queries and scripts is helpful. MedAccess system knowledge or similar database system required.

Other Skills and Abilities

• Excellent interpersonal skills, written and verbal communication and group presentation skills. Good knowledge of POS claims adjudication, pharmacy benefit design, and formulary maintenance and the effect of changes within those systems to online client and member applications.

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 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 read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.

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

Building Effective Teams

Decision Quality

Informing

Confronting Direct Reports

Delegation

Organizational Agility

Customer Focus

Drive for Results

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 works on-site at the San Diego Headquarters or other company location (or from a remote location with management approval based on business requirements). 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.

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 requires domestic travel of up to 25% of the time.

The Perks:

• Medical / Dental / Vision / Wellness Programs
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