Account Manager II

MedImpact Healthcare Systems, Inc.•San Diego, CA

1d•$60,987 - $100,628•Onsite

About The Position

The Account Manager II leads and manages operational client servicing and retention, as well as the effective, accurate, and timely transition of new business into MedImpact. The role is accountable for customer satisfaction throughout the client lifecycle—from conception and implementation through business relationship management and renewal. The Account Manager leads and collaborates with assigned client teams and more than 30 business units, interacts regularly with clients and consultants, manages projects and implementations, and supports additional revenue opportunities. The position ensures products, services, project deliverables, service levels, timelines, and issue resolution align with client agreements and requirements. Assignments are complex and require considerable judgment and initiative; the employee works independently on new assignments and may guide other support team members. The role leads client onboarding and ongoing service performance, coordinates internal partners, gathers and translates client requirements, analyzes claims results, and addresses configuration or service issues. It also leads small to mid-sized workgroups, mentors Account Manager I staff, and identifies client and operational improvements. The position has no supervisory responsibilities. The role is an exempt position. It is based on-site at MedImpact’s San Diego headquarters or another company location; remote work may be approved by management based on business requirements. Domestic travel of up to 30% is required. Typical core hours are Monday through Friday, 8:00 a.m. to 5:00 p.m., but the employee must be flexible to work beyond traditional hours, including nights, weekends, or holidays as needed.

Requirements

Bachelor of Science or Bachelor of Arts degree and at least 3 years of experience, or an equivalent combination of education and experience.
Intermediate to advanced proficiency with Microsoft Office, including Word, Excel, PowerPoint, Project, and Outlook.
Intermediate to advanced knowledge of Visio.
Experience using multiple business software applications.
Exceptional consultative skills in face-to-face client interactions.
Strong numerical, verbal, written, logical, and analytical skills.
Strong organization and written and verbal communication skills.
Ability to communicate proposed design solutions consultatively and provide input and guidance that fosters understanding among internal partners and clients.
Business acumen and understanding of pharmacy benefit manager (PBM) service processes.
Strong decision-making and problem-solving skills, including problem analysis and discernment under pressure.
Planning, organization, prioritization, negotiation, team-building, and leadership capabilities.
Ability to interact positively with clients at all levels of their organizations.
Accountability for service commitments and ability to deliver results under tight timelines.
Ability to solve practical problems and work with varied concrete variables where limited standardization exists.
Ability to interpret written, oral, diagrammatic, and schedule-based instructions.
Ability to work with probability, statistical inference, geometry, and trigonometry concepts, and apply fractions, percentages, ratios, and proportions to practical situations.
Ability to read and interpret business periodicals, professional journals, technical procedures, and governmental regulations; present information effectively and respond to questions from groups and individuals.
Ability to work beyond traditional hours, including nights, weekends, or holidays as required.
Ability to travel domestically up to 30% of the time.
Successful completion of required MedImpact internal certifications within one year of active employment in the role, including MedAccess Certification, Cognos, and Med Coaching Certification.

Nice To Haves

Pharmacy Technician license or national certification.

Responsibilities

Develop, build, and maintain client business relationships throughout the client lifecycle, including onboarding, orientation, communication of commitments, and management of day-to-day operations and new implementations.
Ensure appropriate service and operational support by understanding client business models, markets, benefit designs, pharmacy networks, claims expectations, reimbursement methodologies, metrics, and reporting tools.
Maintain and improve service performance, resolve and escalate issues, provide timely feedback, and incorporate service gaps and lessons learned into client performance and planning strategies.
Lead core and extended client teams in meeting client needs during relationship management and renewal phases.
Follow procedural and quality standards, including documentation, testing protocols, claims analysis, and understanding client technical and service specifications.
Lead onboarding implementations for existing clients, including documentation and sign-off, communicating client commitments, interpreting requests, coordinating reviews and approvals, and leading site visits and conference calls.
Gather client requirements and translate ideas into requirements to address complex business needs.
Manage complex projects with limited supervision; track milestones and deliverables, identify and communicate risks, and provide status updates to leadership and clients.
Educate clients about MedImpact systems and processes.
Manage client and consultant relationships in accordance with client service agreements and address risks associated with non-adherence.
Partner with business units and teams to ensure accurate claims adjudication setups.
Understand, document, and communicate client technical and service specifications across the organization.
Analyze claims results and identify discrepancies, inaccuracies, anomalies, and unexpected consequences.
Take accountability for promptly resolving adjudication configuration issues identified during implementation.
Complete assigned special projects, such as leading workgroups, overseeing projects or new system functionality, and mentoring or training staff.
Provide management with regular feedback about client requirement status and business development opportunities that may improve operational efficiency.
Identify, recommend, and lead implementation of client and operational improvements.
Lead small to mid-sized workgroups and influence team decisions.
Mentor Account Manager I staff and assist with onboarding.