Supervisor, Client Technical Solutions

MedImpact Healthcare Systems, Inc.•San Diego, CA

1d•$108,753 - $195,758•Onsite

About The Position

MedImpact Healthcare Systems, Inc. is looking for extraordinary people to join our team! Why join MedImpact? Because our success is dependent on you; innovative professionals with top notch skills who thrive on opportunity, high performance, and teamwork. We look for individuals who want to work on a team that cares about making a difference in the value of healthcare. At MedImpact, we deliver 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! Job Description Summary: Supervises the segment Business Analysts, ensuring adherence to proven client team best practices, alignment and support of the sales process, and achievement of performance standards and client performance guarantees. Functions as technical liaison between MedImpact and assigned clients by leading business analyst team(s) in pre- and post-sales support.

Requirements

Bachelor’s degree and a minimum of four (4) years’ information technology operations experience in a PBM or healthcare environment; or equivalent combination of education and experience.
A minimum of one (1) year of previous experience managing and/or supervising a staff with responsibility for interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Supervisory experience may be substituted with two (2) years of MedImpact experience plus an appropriate external leadership training program and internal mentorship with a seasoned leader at the Director level or above that must be completed within 12months in new position.
Strong proficiency with MS Office / Word, PowerPoint, Excel, Visio and Outlook to create complex documents, manage schedules, and analyze data.
Business user of multiple software applications/processing systems.
Working knowledge of key business application such as SQL coding, Oracle forms, Golden 32, MedOptimize, Visio, knowledgeable of UNIX operating systems.
In-depth understanding of the company’s operations structure, products, and services preferred.
Current knowledge of information technology, systems, and healthcare operations.
Good written communication skills with the ability to write detailed specifications and SOW’s.
Good verbal communication skills to explain proposed design solutions as well as provide technical input/ guidance in a way that fosters understanding among non-technical partners; Solid understanding of the attributes, inter-relationships, and business processes of PBM services
Good decision-making skills, including expert problem analysis and discernment under pressure.
Strong planning, organizing, prioritizing, negotiating, team building, and leadership capabilities.
Demonstrated ability to positively interact with clients, customers and assigned staff
Demonstrated accountability for achieving service commitments and ability to deliver results under tight time and resource constraints
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to apply concepts of basic algebra and geometry.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Responsibilities

Provides maintenance of business support, product implementation and support, and other systems related needs.
Manages assigned work group(s) to achieve the goals and objectives of the market segment and business unit, including budget, revenue, customer retention, and new sales targets.
Shares accountability for achieving segment revenue targets with client team counterparts.
Promotes the overall vision and strategies of the enterprise within the team.
Responsible for delivering exceptional service to clients within assigned region, including open channels of communication, prompt response to inquiries & requests, flexible process and technical solutions, as well as timely, accurate results that meet customer specifications.
Serves as key interdepartmental liaison to assure open communication & collaboration between client teams, client shared services teams, and enterprise support staff.
Champions service excellence and builds internal partnerships that optimize service capabilities for our customers.
Ensures that staff members are aware of business plan objectives, individual accountabilities and the competencies critical to successful job performance.
Manages the client service request (SR) process for the assigned segment.
Ensures timely and accurate documentation, specification gathering, design review, prioritization, tracking, reporting, and oversight of client SR’s from initial request to delivery.
Champions client requests on behalf of the client team, including turnaround time expectations and resources required.
Ensures that clients are aware of SR status throughout the process and that deliverables are on time, within budget, and meet the quality levels expected by internal and external customers.
Manages work group(s) to achieve service commitments, including sustainable, measurable, accurate, reliable, and timely execution of service deliverables.
Provides day-to-day leadership, including developing and administering policies, business processes, quality standards, measurement criteria, and operating budgets.
Sets high standards and encourages new ideas for improving organizational performance.
Partners with other MedImpact business units to effectively resolve customer issues and inquiries, implement new business, design solutions that meet the mutual needs of MedImpact and our customers.
Supports new product offerings and strategic marketing efforts.
Actively participates as a key member of cross functional workgroups, teams, and committees as assigned.
Leads and promotes continuous improvement by developing and documenting business processes, assigning roles and responsibilities, and measuring results.
Identifies and leads the improvement opportunities in assigned work groups and business processes.
Seeks out and actively participates in business initiatives that contribute to service excellence.
Utilizes planning, prioritizing, and organizational skills to effectively manage the assets, tools, and processes necessary to achieve business objectives.
Provides recommendations for the acquisition/development or enhancement of equipment and systems necessary to support the business in an efficient and quality manner.
Manages and maintains commitment to operational goals in the face of obstacles and collaborates with internal customers.
Promptly responds to service failures, resolves issues, and escalates concerns as appropriate.
Maintains awareness of information technology trends that may influence the company’s systems and business operations.
Serves as client team technology and business systems subject matter expert (SME).
Manages assigned staff in the segment area.
Responsible for the overall direction, coordination, and evaluation of the unit.
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Supports and enforces all company policies and procedures in a fair and consistent manner, taking corrective action whenever necessary.
This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written).
One must be able to; manage difficult or emotional client situations; Respond promptly to client needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; Meet commitments to clients.