Implementation Manager I-III

MedImpact Healthcare Systems, Inc.•San Diego, CA

7d•$58,642 - $139,526•Onsite

About The Position

MedImpact Healthcare Systems, Inc. is looking for extraordinary people to join our team! MedImpact delivers leading edge pharmaceutical and technology related solutions that dramatically improve the value of health care. We provide superior outcomes to those we serve through innovative products, systems, and services that provide transparency and promote choice in decision making. Our vision is to set the standard in providing solutions that optimize satisfaction, service, cost, and quality in the healthcare industry. We are the premier Pharmacy Benefits Management solution! This position is responsible for managing the transition of new business into MedImpact effectively, accurately and timely. Ensures consistent customer satisfaction during implementation by collaborating with client teams, over 30 business units, and continually interacting with customers and consultants. The Implementation Manager is ultimately accountable for not only delivering a successful project but creating the foundation of the business relationship and successfully executing the delivery of additional revenue to MedImpact. They are also responsible to ensure 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 implementation process.

Requirements

Level I: A Bachelor’s Degree
Level I: Two (2) years customer support or related account management experience in a healthcare or a Pharmacy Benefits Management (PBM) environment
Experience as a user of multiple business software applications is required
Level II: A Bachelor’s Degree
Level II: Four (4) years customer support or related account management experience in a healthcare or a Pharmacy Benefits Management (PBM) environment.
Level II: Minimum of two (2) years implementation experience, preferably in (PBM) environment or managed healthcare services organizations, insurance companies, and other health related entities; or equivalent combination of education and experience
Level III: A Bachelor’s Degree
Level III: Four (4) years customer support or related account management experience in a healthcare or a Pharmacy Benefits Management (PBM) environment.
Level III: Minimum of three (3) years implementation experience, preferably in (PBM) environment or managed healthcare services organizations, insurance companies, and other health related entities; or equivalent combination of education and experience
Intermediate to advanced skill set in MS Office; Word, Excel, PowerPoint, Project and Outlook
Intermediate to advanced knowledge in Visio
Must be exceptionally consultative face to face with clients
Outstanding numeric, verbal, written, logic and analytical skills

Nice To Haves

Pharmacy Technician license or national certification desired
Previous system implementation experience, preferably in (PBM) environment or managed healthcare services organizations, insurance companies, and other health related entities highly desirable
PMP or PMI Certification desired.
Within one (1) year of job acceptance MedAccess certification or equivalent experience, Service Excellence Certification and Project Management 101 certification or equivalent training

Responsibilities

Develops and builds client business relationships by delivering a positive on-boarding experience, including clear rules of engagement, orientation to MedImpact processes and services, communication of client commitments and expectations to internal partners, and successful transition from implementation to maintenance of business
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 and facilitates enterprise activities resulting in process improvements, improve efficiencies and productivity
Utilizes project management skills to track milestones and deliverables, timely recognition/notification of risk indicators and provide regular status updates to Leadership internally/externally
Leads the implementation process, including timely and accurate documentation/sign off of the Implementation Questionnaire and other related documents, communication of client commitments and expectations to internal partners, interpreting and providing context for client requests, ensuring appropriate review and customer sign-off, leading site visits and conference call, and related responsibilities to ensure flawless implementations
Facilitates conflict management and resolution if necessary
Builds client relationships by ensuring appropriate levels of service and operational support during the implementation process, including establishing clear rules of engagement and roles and responsibilities for implementation success
Effectively educates the client to MedImpact systems and processes to ensure that the client is fully oriented to MedImpact
Leverages Salesforce as the enterprise customer relationship management tool for documenting all client contacts and deliverables requiring follow-up, including appropriate & accurate documentation of client information, issues, projects, & work requests; oversight of assigned cases; and adherence to due dates
Manages the project in compliance with the client service agreement eliminating any risks to MedImpact for non-adherence
Must be knowledgeable of all State and government regulations related to PBM operations
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
Utilizes planning, prioritizing, and organizational skills to ensure timely deliverables, high levels of quality, and efficient use of resources to achieve claims adjudication accuracy
Ensures appropriate back up coverage for customers during holidays, weekends, and other times
Maintains commitment to operational goals in the face of obstacles
Actively supports members of the core client team, and members of the extended team, in successfully meeting client needs and delivering flawless fundamentals during the transition from implementation to maintenance of business
Collaborates and cultivates positive relationships with internal and external customers through delivery of sustainable, measurable, accurate, reliable, and timely results that meet or exceed customer expectations
Promptly responds to service failures, resolves issues, and escalates concerns as appropriate
Promotes continuous improvement by ensuring adherence to quality principles
Seeks out and actively participates in business initiatives that contribute to service excellence
Actively participates in continued professional development to stay up-to-date on the latest PBM products, services and technical enhancements
Completes special projects as assigned (such as leading workgroups, overseeing projects/development of new system functionality, mentoring/training staff, etc.)