Manager, Client Services Operations

MedImpact Healthcare Systems, Inc.•San Diego, CA

2d•$81,581 - $138,690•Onsite

About The Position

MedImpact Healthcare Systems, Inc. is seeking a Manager, Client Services Operations to develop and manage the vision, goals, strategies, and objectives for an assigned Pharmacy Benefits Management (PBM) business segment, with responsibility for Client Services goals and objectives. The role leads client service delivery, account planning, business processes, project execution, customer satisfaction, and associate development. It works with clients and internal partners, including Account Executives, Sales, and other MedImpact business units, to support client retention and growth, resolve issues, implement business, and meet financial and service commitments. This is an exempt, client-facing supervisory position. It is based on-site at MedImpact’s San Diego headquarters or another company location; remote work may be approved by management based on business requirements. Domestic travel may be required up to 20% of the time. Typical core hours are Monday through Friday, 8:00 a.m. to 5:00 p.m., but the role requires flexibility to work beyond traditional hours, including nights, weekends, or holidays, as needed to meet responsibilities and deadlines. The stated pay range is $81,581–$138,690, with a midpoint of $110,136. Actual compensation depends on experience, education, qualifications, and other factors. The position is not eligible for sponsorship.

Requirements

Bachelor of Science or Bachelor of Arts degree, or equivalent, plus at least 7 years of experience.
At least 3 years of subject-matter expertise in the relevant area or areas.
At least 3 years of supervisory experience; alternatively, 4 years of MedImpact experience plus an appropriate external leadership training program and internal mentorship with a Director-level or higher leader, completed within 12 months in the new position, may substitute for the supervisory experience requirement.
Experience requirements depend on the assigned book of business: self-insured roles require experience in the self-insured benefits arena; managed-care roles require experience in managed-care benefits, preferably with a PBM or other managed healthcare services for national or regional managed care organizations, insurance companies, or other health-related entities.
Intermediate to advanced knowledge of Microsoft Word, Excel, Visio, PowerPoint, and Outlook for creating complex documents, managing schedules, and analyzing data.
Experience as a business user of multiple software applications or processing systems.
Demonstrated proficiency in key internal business applications associated with the role, such as MedOptimize and Golden 32, within six months of active employment in the role.
Superior working knowledge of PBM or other managed healthcare services for national and regional managed care organizations, insurance companies, and other health-related entities.
Previous management experience and experience directing a high-performance organization, with a track record of contributing to and taking responsibility for product, program, and company success.
Excellent written and oral communication, organization and prioritization, decision-making, problem analysis and resolution, negotiation, team-building, and leadership skills.
Ability to maintain confidentiality and demonstrate tact, discretion, and professionalism.
Strong attention to detail and follow-through, and ability to gather business requirements and client specifications.
Ability to solve practical problems in situations with limited standardization and interpret written, oral, diagrammatic, or schedule-form instructions.
Ability to work with probability and statistical inference, and apply fractions, percentages, ratios, and proportions to practical situations.
Ability to read and interpret business, professional, technical, and governmental materials; write reports, business correspondence, and procedure manuals; and present information and respond to questions from managers, clients, partners, customers, and the public.
Ability to meet physical demands including regularly sitting, talking or hearing, standing, walking, handling or feeling objects, and reaching with hands and arms; occasionally lifting or moving up to 25 pounds; and maintaining close vision, color vision, and depth perception.
Ability to work required hours beyond traditional hours and, as needed, nights, weekends, or holidays; work hours may change to meet business needs.
Ability to travel domestically up to 20% of the time.
Ability to perform essential duties satisfactorily, with reasonable accommodation when needed.

Nice To Haves

Pharmacy Technician license or national certification.
For managed-care business, experience with Medicaid and Medicare is desired.
For self-insured business, experience with employers, private-label PBMs, Cash Card, or related entities is preferred.

Responsibilities

Manage assigned Account Manager staff in developing and executing client-specific account plans focused on client satisfaction, service delivery, performance expectations, membership growth, and profitability.
Ensure client teams meet service agreement requirements and performance guarantees, reducing MedImpact’s financial liabilities.
Coordinate client financial restitution activities with Account Executives, including report validation and documentation.
Lead day-to-day client service operations, including policies and procedures, business processes, quality standards, measurement criteria, project management standards, and operating budgets.
Identify and lead business process improvement activities.
Assist Account Services leadership with development and management of the business segment’s annual budget.
Ensure deliverables are timely, within budget, and meet expected quality levels; oversee client team projects, including annual Part D re-implementations and other maintenance-of-business implementations.
Monitor proactive and reactive client service, ensure issues are resolved promptly, create plans for escalated issues, and communicate directly with client management during escalations.
Build productive relationships with regional clients at key decision-maker levels, improve customer satisfaction, and develop methods to measure satisfaction and improve client retention.
Participate in individual key account strategies and plans, establish project priorities, and support financial goals.
Identify product and service opportunities that provide client value; participate in annual client revenue planning with the Vice President and Account Executives.
Support the Sales Division and Account Executives with requests for proposals and best-and-final presentations, and support renewal-business RFP responses as applicable.
Develop associates to meet organizational needs and cultivate leadership, collaboration, accountability, and ownership.
Develop and maintain onboarding and ongoing performance-improvement training materials for Client Services Managers.
Participate in developing policies and procedures applicable to Account Services.
Ensure associates understand account plan objectives, individual responsibilities, and competencies required for successful performance.
Partner with other MedImpact business units to resolve customer issues and inquiries, implement new business, and design solutions that meet mutual business and customer needs.
Manage assigned staff and oversee unit direction, coordination, and evaluation; interview, hire, train, mentor, assign and direct work, appraise performance, reward and discipline employees, address complaints, resolve problems, and consistently enforce company policies.
Provide excellent internal and external client service, respond promptly to client needs and requests, solicit feedback, meet commitments, and manage difficult or emotional client situations.