Account Manager II

MedImpact•San Diego, CA

21h•Onsite

About The Position

This position leads and manages operational aspects of servicing and retaining clients and transitions new business into MedImpact. The Account Manager works to maintain customer satisfaction throughout the client life cycle, from conception and implementation through business relationship management and renewal. The role collaborates with assigned client teams, more than 30 business units, customers, and consultants to deliver projects, maintain business relationships, support additional revenue, and ensure products, services, project deliverables, service levels, timelines, and issue resolution meet client requirements and service agreements. Assignments are complex and require independent judgment and initiative; the Account Manager determines methods and procedures for new assignments and may guide other support team members. The position develops client relationships and leads onboarding, day-to-day operations, implementations, and client service improvement. It coordinates internal partners to meet client operating requirements, monitors and improves service performance, resolves and escalates issues, leads core and extended client teams, and ensures accurate documentation, testing, claims analysis, and adherence to client specifications. The Account Manager gathers and translates client requirements, manages complex projects and milestones, communicates status and risks, educates clients on MedImpact systems and processes, and coordinates claims adjudication setup and issue resolution. The role also leads workgroups and improvement initiatives, identifies business development opportunities, and mentors Account Manager I staff. There are no supervisory responsibilities. The role requires a BS/BA and at least three years of experience, or an equivalent combination of education and experience. A pharmacy technician license or national certification is desired. Required internal MedImpact certifications must be completed within one year of active employment in the role. The position is based on-site at the San Diego headquarters or another company location, or may be performed remotely with management approval based on business requirements. Domestic travel may be up to 30%. Core business hours are typically Monday through Friday, 8:00 a.m. to 5:00 p.m.; the role may require work beyond traditional hours, including nights, weekends, or holidays.

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 skills in Microsoft Office applications, 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.
Ability to communicate proposed design solutions consultatively and provide guidance that fosters understanding among internal partners and clients.
Business acumen and understanding of pharmacy benefit management (PBM) service processes.
Strong decision-making and problem-solving skills, including analysis and discernment under pressure.
Planning, organization, prioritization, negotiation, team-building, and leadership capabilities.
Ability to interact positively with clients at all levels and deliver service commitments under tight timelines.
Ability to solve practical problems in situations with limited standardization and interpret written, oral, diagrammatic, or scheduled instructions.
Ability to work with probability, statistical inference, geometry, trigonometry, fractions, percentages, ratios, and proportions.
Ability to read and interpret business and professional publications, technical procedures, and governmental regulations, and to present information and respond to questions from groups.
Ability to sit, talk, hear, stand, walk, use hands to handle or feel objects, and reach with hands and arms; occasional lifting or moving of up to 25 pounds.
Flexibility to work beyond traditional hours, including nights, weekends, or holidays, as required.
Ability to provide adequate support to internal clients and coordinate regularly with employees, colleagues, clients, vendors, and stakeholders.

Nice To Haves

Pharmacy Technician license or national certification.

Responsibilities

Develop, build, and maintain client business relationships from onboarding through the full client life cycle, including 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 design, pharmacy networks, claims adjudication expectations, reimbursement methodologies, metrics, and reporting tools.
Monitor and improve service performance, resolve and escalate issues, communicate 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 business relationship management and renewal phases.
Follow procedural and quality standards for documentation, testing, claims analysis, and understanding client technical and service specifications.
Lead onboarding implementations for new business from existing clients, including preparing and obtaining sign-off on implementation documents, communicating commitments internally, interpreting client requests, coordinating reviews, and leading site visits and conference calls.
Gather client requirements, translate business needs into requirements, and manage complex projects, milestones, deliverables, risks, and status updates under limited supervision.
Educate clients on MedImpact systems and processes and manage client and consultant relationships in compliance with client service agreements.
Coordinate with business units to ensure accurate claims adjudication setups; document and communicate client specifications; analyze claims results and resolve configuration issues.
Complete special projects, lead small to mid-sized workgroups, and influence team decisions.
Provide management with updates on client requirements and business development opportunities; identify and lead client and operational improvements.
Mentor Account Manager I staff and assist with onboarding.
Travel domestically up to 30% of the time.