Account Manager II

Account ManagerThis 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. Acts independently to determine methods and procedures on new assignments and may provide guidance to other support team members.Essential duties and responsibilities include the following. Other duties may be assigned.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 implementationsEnsures 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. Rely on experience, judgment, business & systems knowledge, and technical skills 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 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.Gather requirements with clients to solve complex business needs and translate ideas into requirements.Manages projects with increased complexity under limited supervision.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, recommend, and lead implementation solutions for client and operational improvements.Leads small to mid-sized workgroups, influences team decisions.Mentors AM I staff and assist in onboardingSupervisory ResponsibilitiesNo supervisory responsibilitiesEducation and/or ExperienceBS/BA and 3+ years' experience or equivalent combination of education and experienceComputer SkillsIntermediate to advanced skill set in MS Office, Word, Excel, PowerPoint, Project, and OutlookIntermediate to advanced knowledge in VisioExperience as a user of multiple business software applications is requiredCertificates, Licenses, RegistrationsPharmacy 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 AbilitiesMust be exceptionally consultative face to face with clientsOutstanding numeric, verbal, written, logic, and analytical skillsExcellent organization, written and verbal communication skillsMust 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 clientsGood business acumen and understanding of the business processes of PBM servicesGood decision-making skills, including expert problem-solving skills, problem analysis and discernment under pressureGood planning, organizing, prioritizing, negotiating, team building, and leadership capabilitiesDemonstrated ability to positively interact with clients at all levels of their organizationDemonstrated accountability for achieving service commitments and ability to deliver results under tight timelinesExcellent organization, written and verbal communication skillsReasoning AbilityAbility 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 SkillsAbility to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.Language SkillsAbility to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.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:ComposureDecision QualityOrganizational AgilityProblem SolvingCustomer FocusDrive for ResultsPeer RelationsTime ManagementDealing with AmbiguityLearning on the FlyPolitical SavvyPhysical DemandsThe 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 EnvironmentThe 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