Client Administrator II

MedImpact Healthcare Systems, Inc.•San Diego, CA

1d•Onsite

About The Position

This position is responsible for leading and managing all Contact Center aspects of servicing clients. Ensures client satisfaction throughout plan implementation, post implementation and all other related service activities and strategic projects on behalf of the Contact Center. Accountable for meeting client service commitments for multiple plan designs including Medicaid, Market Place, and Medicare Part D. Serves as a point of contact for assigned clients, Account Management, Implementation, Configuration Services, and other departments to achieve service commitments and improve business processes and increase company profitability. This position is responsible for tasks that are complex in nature where considerable judgment and initiative are required in resolving problems and making decisions and/or recommendations. The Client Administrator II is ultimately responsible for ensuring consistent customer satisfaction, delivering successful projects and building and maintaining solid business relationships with regards to the Contact Center Operations.

Requirements

BS/BA and 2+ years’ experience or equivalent combination of education and experience
Intermediate knowledge of Microsoft Office Suite Word Processing software, MS Project, and Visio software.
Experience with Windows based database programs is also required.
Detailed understanding of claim processing concepts
Ability to prioritize urgent issues effectively and ability to effectively balance a high volume of work
Detail oriented with a high degree of accuracy & follow through.
Self-starter with the ability to work independently and as part of a team.
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.
Excellent problem resolution, team building, judgment and decision-making skills required.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
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 respond effectively to the most sensitive inquiries or complaints.
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

Knowledge of healthcare operating systems in PBM industry preferred.
Experience with Medicare Programs and enrollment and claim adjudication preferred.

Responsibilities

Serve as first point of contact for clients for all Contact Center related requests and problem resolution.
Responsible for all aspects of service for assigned book of business, including member, pharmacy, physician, and client requests.
Operates as the liaison between multiple business areas as needed in researching and resolving client specific issues, implementing process changes and new products, and training all staff members.
Develops and maintains excellent working relationships with clients and establish themselves as an active part of the client team.
Partners with various departments such as Configuration Services, Accounting, Pharmacy Networks, GPS and Account Managers to ensure that the clients receive timely responses and that all Sales Force cases are handled in a timely fashion.
Stay current with and apply CMS requirements for Medicare Part D call center activities and understand how the company manages these regulations and the processes within different departments.
Provide consultation and recommendations for clients regarding the regulations and ensure all Contact Center processes provide high quality and compliant customer service.
Ensures appropriate levels of service and operational support to assigned clients by understanding and championing client’s operating requirements throughout the organization to ensure mutual success.
Facilitate solution development efforts and make decisions regarding solutions in order to effectively manage Contact Center service improvements in service and technology.
Develop and implement strategic project planning that provides mutual performance objectives.
Track projects and issues closely, foster collaboration from both the business and technology groups and lead issue resolution meetings during a project.
Create realistic plans and forecasts related to customer performance.
Communicate status reports for management, clients and the project team, and meet with project personnel to provide technical recommendations to resolve problems.
Facilitate regular project status meetings to assess progress versus milestones, and identify areas of potential concern in order to mitigate risk as well as provide updates to Management.
Assume responsibility for delivery by ensuring all Contact Center components of the project are successfully completed, assist with training of staff regarding project/product output, development of supporting materials, or documentation and client interface.
Analyze data to improve strategic decision making and implementation.
Track and identify trends regarding the impact of new client/benefit implementations on call types, source, reason, and volume.
Analyze the future impact (call volume for forecasting purposes) of new implementations based on call types.