Account Manager III

MedImpact•San Diego, CA

10d

About The Position

The Account Manager is responsible for leading and managing the operational aspects of servicing and retaining clients and for managing new-business transitions into MedImpact. The role supports customer satisfaction throughout the client lifecycle, from conception and implementation through business relationship management and renewal. The Account Manager works with assigned client teams, more than 30 business units, customers, and consultants to deliver projects, maintain business relationships, support additional revenue, and ensure that products, services, and deliverables meet client agreements, service levels, timelines, and requirements. The position handles complex assignments requiring judgment and initiative, independently determines methods and procedures for new assignments, and may guide support personnel. For Level III, the stated qualifications include a bachelor's degree or equivalent combination of education and experience, at least six years of account management or related client-services experience, and at least six years of project management or project coordination experience using project methodology best practices. Healthcare, PBM, managed healthcare, insurance, or related experience is strongly preferred. The role requires familiarity with healthcare regulations, advanced skills in common Microsoft Office applications and Visio, and strong client-facing, analytical, organizational, communication, decision-making, and leadership abilities. Domestic travel of up to 30% is required. The role has no supervisory responsibilities.

Requirements

Bachelor's degree or equivalent combination of education and experience.
At least six years of account management or related client-services experience.
At least six years of project management or project coordination experience using project methodology best practices.
Familiarity with healthcare-related state and government regulations, such as Medicaid and CMS.
Intermediate to advanced skills in Microsoft Office, including Word, Excel, PowerPoint, Project, and Outlook.
Intermediate to advanced knowledge of Visio.
Experience using multiple business software applications.
Exceptional consultative skills when working face-to-face with clients.
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 guidance that fosters understanding among clients and internal partners.
Good business acumen and understanding of PBM service business processes.
Strong decision-making and problem-solving skills, including the ability to analyze problems and exercise judgment under pressure.
Planning, organizing, prioritizing, negotiating, 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 travel domestically up to 30% of the time.
This position is not eligible for sponsorship.

Nice To Haves

Account management or client-services experience in healthcare, pharmacy benefit management, managed healthcare services, insurance, or another health-related organization.
Pharmacy Technician license or national certification.

Responsibilities

Build and maintain client business relationships throughout the client lifecycle, including onboarding, orientation, day-to-day operations, implementations, and renewals.
Champion client operating requirements across the organization, including business models, target markets, benefit design, pharmacy networks, claims adjudication expectations, reimbursement methods, metrics, and reporting tools.
Monitor and improve service performance, resolve and escalate issues, provide timely feedback, and incorporate service gaps and lessons learned into client performance and planning.
Lead core and extended client teams in meeting client needs and delivering reliable service during relationship management and renewal.
Follow procedural and quality standards, including accurate documentation, testing protocols, claims analysis, and understanding client technical and service specifications.
Lead implementation and onboarding activities for new business for existing clients, including documentation and sign-off, internal communication, request interpretation, reviews, client approvals, and site visits or conference calls.
Track project milestones and deliverables, identify and report risks, and provide regular status updates to internal and external leadership.
Educate clients about MedImpact systems and processes.
Manage clients and consultants in accordance with client service agreements.
Coordinate with business units and teams to ensure claims adjudication setups are accurate.
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 timely resolution of adjudication configuration issues identified during implementation.
Complete assigned special projects, which may include leading workgroups, overseeing projects or system-functionality development, and mentoring or training staff.
Provide management with feedback on client requirement status and business development opportunities that could improve operational efficiency.
Identify and recommend solutions for client and operational improvements.