Manager, Client Services Operations

Exemption Status: United States of America (Exempt) $81,581 - $110,136 - $138,690 “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 Summary: Develop, promote and manage the overall vision, goals, strategies and objectives for the assigned line of Pharmacy Benefits Management (PBM) business with responsibility for the Client Services goals and objectives. Essential Duties and Responsibilities include the following. Other duties may be assigned. Manage assigned group of (Account Manager I, II & III, in the development and execution of client-specific account plans focused on meeting the client’s satisfaction in the areas of; Service Delivery, Performance Expectations, Growth in Membership and Profitability.) Ensure client team achievement of service agreements requirements and performance guarantees to reduce MedImpact financial liabilities. Coordinate with Account Executives on client financial restitution activities, including report validation and documentation. Provide day-to-day leadership and direction to provide exceptional service to clients, including developing and administering policies & procedures, business processes, quality standards, measurement criteria, project management standards, and operating budgets. Identify and lead business process improvement activities. Assist Account Services leadership with development and management of business segment’s yearly budget. Ensure that deliverables are on time, within budget, and meet the quality levels expected by MedImpact’s internal and external customers. Oversight responsibilities for all client team projects including yearly Part D re-implementations and other implementations identified as maintenance of business team responsibilities. Monitor client service continuum including proactive and reactive components. Ensure issues are resolved expeditiously and develop plan to resolve escalated issues. Communicate directly with client management during periods of escalation. Develop and maintain positive and productive business relationships with region’s clients at the key decision-maker levels. Accountable for continuous improvement in customer satisfaction. Develop and execute a methodology for the measurement of customer satisfaction resulting in improved client retention. Participate in the development of individual key account strategies and plans to ensure effective account management and client growth. Responsible for establishing project priorities to ensure financial goals are met or exceeded. Proactively identify new product and service opportunities that will bring value to clients. Attend yearly client revenue planning process with Vice President and Account Executives to ensure revenue and growth strategies align between Account Executives & Account Managers. Support Sales Division and Account Executives with Request for Proposals & Best and Final Presentations. Support Vice President and Account Executives with RFP responses as applicable for renewal business within region. Develop associates to meet the current and future needs of the organization. Model and cultivate associate behaviors that achieve business success, including leadership skills, collaboration, accountability, and ownership. Develop and maintain training materials for on-boarding and continued performance improvement and development of Client Services Managers. Participate in development of Policies and Procedures applicable to Account Services. Ensure associates are aware of account plan objectives, individual accountabilities, and the competencies critical to successful job performance. Partner with other MedImpact business units to effectively resolve customer issues and inquiries, implement new business, design solutions that meet the mutual needs of MedImpact and our customers. Supervisory Responsibilities Manage assigned staff in the segment area. Responsible for the overall direction, coordination, and evaluation of this unit. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; mentoring, 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; 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. 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 plus 7+ years of experience; 3+ years of SME in respective area(s); and 3+ years of supervisory experience; 4 years of MedImpact experience plus an appropriate external leadership training program and internal mentorship with a seasoned leader (Dir+) that must completed within 12 months in new position may substitute for the supervisory experience requirement. Required experience depends on assigned book of business; Self-Insured – Experience in the self-insured benefits arena, preferably with Employers, private label PBM’s, Cash Card and/or other related entities. Managed Care – Experience in the Managed Care Benefits arena, preferably with a “PBM” or other managed healthcare services to national and regional managed care organizations, insurance companies, and/or other health related entities. Experience with Medicaid and Medicare desired. Computer Skills Intermediate to advanced knowledge of MS/ Word, Excel, Visio, PowerPoint and Outlook to create complex documents, manage schedules, and analyze data. Experienced business user of multiple software applications/processing systems. Demonstrated proficiency of key internal business applications associated with the position within six (6) months of active employment in the role; such as MedOptimize and Golden 32. Certificates, Licenses, Registrations Pharmacy Technician license or national certification desired. Other Skills and Abilities Superior working knowledge of “PBM” or other managed healthcare services to national and regional managed care organizations, insurance companies, and other health related entities. Previous management experience and experience directing a high-performance organization with a track record of contributing to and responsibility for product, program, and company success. Excellent skills in written and oral communication; organization/prioritization; decision-making; problem analysis and resolution; negotiation; team building; and leadership. Ability to maintain a high degree of confidentiality using, tact, discretion, and professionalism in all aspects of the job. Strong attention to detail and follow-through skills. Ability to gather business requirements and client specifications. 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 work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Language Skills Ability to read, analyze, and interprets 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, internal partners, customers, and the general public. 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. Ability to maintain clear near visual acuity at approximately 20 inches or less (i.e., “close vision”) to accurately read fine print, view computer screens, and handle small objects. Requires adequate color vision and depth perception to support safety and precision in detail-oriented tasks. 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 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 domestic travel of up to 20% of the time. 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 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. OSHA/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. #J-18808-Ljbffr