Account Manager I Job in San Diego 92131, California US
The Account Manager will serve as the “Operational” member of the client team and is the key client liaison for service and operational support. They will ensure consistent customer satisfaction by collaborating with multiple business units and with customers to ensure appropriate service levels are maintained, issues are identified and resolved, and day-to-day processes function flawlessly. This individual will build client relationships through active participation in the client team process, including adherence to agreed-upon rules of engagement and roles and responsibilities. They will adhere to strict procedural and quality standards, including thorough and accurate documentation, testing protocols, and claims analysis and will use experience, judgment, business and systems knowledge, and technical skill to plan and accomplish goals. They will ensure appropriate levels of service and operational support to assigned clients by understanding and championing clients’ operating requirements throughout the organization, including client business model, targeted markets, benefit design objectives, pharmacy network composition, overall claims adjudication expectations, reimbursement methodologies, metrics, and reporting tools. The successful candidate will proactively maintain and improve upon service performance levels and will work across the organization to expeditiously resolve issues, escalate service recovery efforts, provide timely feedback to internal and external customers, raise customer satisfaction levels, and ensure that service gaps and lessons learned are incorporated into the client performance and planning strategy processes. In addition this individual will ensure that high levels of service contribute to client renewal.
As a key player, they will need to lead operational initiatives in support of client business objectives, including engagement of project management support, providing regular updates to clients, providing appropriate levels of communication between the client and MedImpact staff, interpreting and providing context for client requests, and ensuring that appropriate pre- and post- production review and sign-off by the customer is executed. They will leverage customer relationship management tools and spreadsheets for documenting all client contacts and deliverables requiring follow-up and will measure service levels by including appropriate and accurate documentation of client information, issues, projects, and work requests. This individual is an active participant in the client life cycle management and strategic client planning and will oversee assigned cases and ensure adherence to due dates. It is important that the Account Manager utilize planning, prioritizing, and organizational skills to ensure timely deliverables, high levels of quality, and efficient use of resources to assist in claims adjudication accuracy. They will ensure appropriate back up coverage for customers during holidays, weekends, and other times and will maintain commitment to operational goals in the face of obstacles. As an integral team member, they will actively support other members of the core client team and members of the extended team in successfully supporting client needs, delivering flawless fundamentals, and will promptly respond to service failures, issue resolution and escalation as appropriate.
Requirements:
For consideration candidates will need a minimum of a Bachelor’s Degree or equivalent and three (3) years customer support or related account management experience in a healthcare or PBM environment, or the equivalent combination of education and job related experience. Experience as a user of multiple business software applications is required and Pharmacy Technician license or national certification is desired. To perform this job successfully an individual must have intermediate to advanced skills in MS Office (Word, Excel, PowerPoint, Project, Outlook, and Visio). This position requires domestic travel of up to 25% of the time.
Visit our website at: www.medimpact.com
To apply please click on this link: http://tbe.taleo.net/NA6/ats/careers/requisition.jsp?org=MEDIMPACTcws=1rid=2232