Account Manager III

Account Manager

This position is responsible for leading and managing all operational aspects of servicing and retaining clients. This position is also responsible for managing the transition of new business into Med Impact effectively, accurately, and timely. Ensures consistent customer satisfaction during the life cycle of the client from conception, implementation, business relationship management and renewal by leading and collaborating with their assigned client team, over 30 business units, and continually interacting with customers and consultants.

The Account Manager is ultimately accountable for ensuring consistent customer satisfaction, delivering successful projects, building, and maintaining solid business relationships and successfully executing the delivery of additional revenue to Med Impact. They are also responsible to ensure products, services and 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 life cycle of the client relationship.

This position works on assignments that are complex in nature where considerable judgment and initiative are required in resolving problems and making recommendations. Acts independently to determine methods and procedures on new assignments and may provide guidance to other support workforce members.

Essential duties and responsibilities include the following. Other duties may be assigned.

• Develops, builds, and maintains solid client business relationships beginning with a positive on-boarding experience and continuing throughout the life cycle of the client, including clear rules of engagement, orientation, and adherence to Med Impact processes and services, communication of client commitments and expectations to internal partners, and successful management of the client's day-to-day operations and new implementations
• Ensures 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
• Proactively maintain and improve upon service performance levels and works 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 & lessons learned are incorporated into the client performance and planning strategy processes
• Actively leads members of the core client team, and members of the extended team, in successfully meeting client needs and delivering flawless fundamentals during the business relationship management and renewal phases
• 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
• Leads the implementation process for the onboarding of new business for existing clients, including timely and accurate documentation/sign off 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, conference calls, and related responsibilities to ensure flawless implementations
• Utilizes project management skills to track milestones and deliverables, timely recognition/notification of risk indicators and provide regular status updates to Leadership internally/externally
• Effectively educates the client to Med Impact systems and processes to ensure that the client is fully oriented to Med Impact
• Manages the client and consultant in compliance with the client service agreement eliminating any risks to Med Impact for non-adherence
• 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
• Completes special projects as assigned (such as leading work groups, overseeing projects/development of new system functionality, mentoring/training staff, etc.)
• Provide regular feedback to management team regarding client requirement status and business development opportunities to improve…