Manager, Client Services Operations

MedImpact•San Diego, CA

1d•$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 line, with responsibility for Client Services goals and objectives. The role leads an assigned group of account managers and oversees client satisfaction, service delivery, performance, membership growth, and profitability. It ensures contractual service requirements and performance guarantees are met, manages escalations, oversees client-team projects and implementations, and promotes continuous improvement and client retention. The manager provides day-to-day leadership for the client services team, develops associates, establishes project priorities, and partners with other business units to resolve customer issues, implement new business, and design solutions. The role also supports account growth and revenue planning, contributes to proposals and renewal responses, and helps manage business processes, policies, quality standards, budgets, and training. This is an exempt, client-facing position with supervisory responsibilities. It is based on-site at MedImpact’s San Diego headquarters or another company location; a remote location may be permitted with management approval 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 position requires flexibility to work beyond traditional hours, including nights, weekends, or holidays, as business needs require.

Requirements

Bachelor of Science or Bachelor of Arts degree, or equivalent.
At least 7 years of experience.
At least 3 years of subject-matter expertise in the respective area or areas.
At least 3 years of supervisory experience. Alternatively, 4 years of MedImpact experience, an appropriate external leadership training program, and internal mentorship with a seasoned Director-level or higher leader completed within 12 months in the new position may substitute for the supervisory experience requirement.
Experience relevant to the assigned book of business: for Self-Insured, experience in self-insured benefits, preferably with employers, private-label PBMs, Cash Card, or related entities; for Managed Care, 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 and 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 to national and regional managed-care organizations, insurance companies, and other health-related entities.
Management experience directing a high-performance organization, with a track record of contributing to and being responsible 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 use tact, discretion, and professionalism.
Strong attention to detail and follow-through; ability to gather business requirements and client specifications.
Ability to solve practical problems and interpret written, oral, diagrammatic, or scheduled instructions in situations with limited standardization.
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 the role’s physical requirements, including regular sitting, talking or hearing, standing, walking, handling objects, reaching, occasional lifting or moving of up to 25 pounds, and close vision, color vision, and depth perception.
Ability to work beyond traditional hours and nights, weekends, or holidays when required, and to travel domestically up to 20% of the time.
Must be able to work on-site at the San Diego headquarters or another company location, or remotely with management approval based on business requirements, and support regular collaboration with employees, clients, colleagues, or vendors.

Nice To Haves

Experience with Medicaid and Medicare.
Pharmacy Technician license or national certification.
Four years of MedImpact experience may substitute for the supervisory experience requirement when combined with an appropriate external leadership training program and internal mentorship with a seasoned Director-level or higher leader, completed within 12 months in the new position.

Responsibilities

Manage assigned Account Manager I, II, and III staff in developing and executing client-specific account plans focused on service delivery, performance expectations, membership growth, and profitability.
Ensure client teams meet service agreement requirements and performance guarantees to reduce MedImpact’s financial liabilities.
Coordinate with Account Executives on client financial restitution activities, including report validation and documentation.
Provide day-to-day leadership and direction for exceptional client service, including developing and administering policies, 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 on time, within budget, and meet quality expectations for internal and external customers.
Oversee client-team projects, including annual Part D re-implementations and other implementations assigned to the maintenance-of-business team.
Monitor proactive and reactive client service, ensure issues are resolved promptly, and develop plans for escalated issues.
Communicate directly with client management during escalations.
Develop and maintain productive relationships with regional clients, including key decision-makers, and remain accountable for continuous improvement in customer satisfaction.
Develop and execute methods for measuring customer satisfaction to improve client retention.
Participate in developing key account strategies and plans for effective account management and client growth.
Establish project priorities to meet or exceed financial goals and identify product and service opportunities that bring value to clients.
Participate in annual client revenue planning with the Vice President and Account Executives to align revenue and growth strategies.
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 current and future organizational needs; model and cultivate leadership, collaboration, accountability, and ownership.
Develop and maintain onboarding and continued-performance training materials for Client Services Managers.
Participate in developing Account Services policies and procedures.
Ensure associates understand account-plan objectives, individual accountabilities, and competencies needed for successful job performance.
Partner with other MedImpact business units to resolve customer issues and inquiries, implement new business, and design mutually beneficial solutions.
Manage assigned staff and oversee the unit’s direction, coordination, and evaluation.
Interview, hire, train, mentor, plan, assign, and direct employees’ work; appraise performance; reward and discipline employees; address complaints; and resolve problems.
Support and enforce company policies and procedures fairly and consistently, taking corrective action when necessary.
Provide excellent service and communication to internal and external clients; respond promptly to client needs and service requests, solicit feedback, meet commitments, and manage difficult or emotional client situations.