Account Manager

MedImpact•Fremont, NE

15d•Remote

About The Position

This position is responsible for leading and managing all operational aspects of servicing and retaining clients. Ensures consistent customer satisfaction during the life cycle of the client from Implementation, Business Relationship Management and Renewal by leading and collaborating with their assigned client team 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 Sav-Rx. 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 workforce members.

Requirements

BS/BA and 2+ years’ experience or equivalent combination of education and experience
Intermediate to advanced skill set in MS Office, Word, Excel, PowerPoint, Project, and Outlook
Experience as a user of multiple business software applications is required
Must be exceptionally consultative face to face with clients
Good numeric, verbal, written, logic, and analytical skills
Excellent organization, written and verbal communication skills
Must 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 clients
Good business acumen and basic understanding of the business processes of PBM services
Good decision-making skills, including problem-solving skills, problem analysis and discernment under pressure
Good planning, organizing, prioritizing, negotiating, team building, and leadership capabilities
Demonstrated ability to positively interact with clients at all levels of their organization
Demonstrated accountability for achieving service commitments and ability to deliver results under tight timelines
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Nice To Haves

No supervisory responsibilities

Responsibilities

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 Sav-Rx 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 implementations
Ensures 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. Relies on experience, judgment, business & systems knowledge, and technical skill to plan and accomplish goals
Participates in the implementation process for the onboarding of new business for existing clients, helping with timely and accurate documentation/sign off the Implementation Questionnaire and other related documents, communication of client commitments, interpreting and providing context for client requests, ensuring appropriate review and customer sign-off, Effectively educates the client to Sav-Rx systems and systems and processes to ensure that the client is fully oriented to Sav-Rx.
Manages the client and consultant in compliance with the client service agreement eliminating any risks to Sav-Rx 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
Provide regular feedback to management team regarding client requirement status and business development opportunities to improve operational efficiencies
Proactively identify and recommend solutions for client and operational improvements