Implementation Manager 2

Position Summary:

This position is responsible for managing the transition of new business into MedImpact effectively, accurately and timely. Ensures consistent customer satisfaction during implementation by collaborating with client teams, over 30 business units, and continually interacting with customers and consultants. The Implementation Manager is ultimately accountable for not only delivering a successful project but creating the foundation of the business relationship and successfully executing the delivery of additional revenue to the Company. Responsible to ensure 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 implementation process.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Develops and builds client business relationships by delivering a positive on-boarding experience, including clear rules of engagement, orientation to MedImpact processes and services, communication of client commitments and expectations to internal partners, and successful transition from implementation to maintenance of business. 

• 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.  Rely on experience, judgment, business & systems knowledge, and technical skill to plan and accomplish goals. 

• Participates and facilitates enterprise activities resulting in process improvements, improve efficiencies and productivity.

• Utilizes project management skills to track milestones and deliverables, timely recognition/notification of risk indicators and provide regular status updates to Leadership internally/externally.

• Leads the implementation process, including timely and accurate documentation/sign off of 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 and conference call, and related responsibilities to ensure flawless implementations. If necessary facilitate conflict management and resolution.  This would be inclusive of internal and external partners.

• Builds client relationships by ensuring appropriate levels of service and operational support during the implementation process, including establishing clear rules of engagement and roles and responsibilities for implementation success. 

• Effectively educates the client to MedImpact systems and processes to ensure that the client is fully oriented to MedImpact.

• Leverages Salesforce as the enterprise customer relationship management tool for documenting all client contacts and deliverables requiring follow-up, including appropriate & accurate documentation of client information, issues, projects, & work requests; oversight of assigned cases; and adherence to due dates.

• Manages the project in compliance with the client service agreement eliminating any risks to MedImpact for non-adherence.  This includes managing the client and consultant to stay within the executed contract.

• Must be knowledgeable of all State and government regulations related to PBM operations.

• 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.

• Utilizes planning, prioritizing, and organizational skills to ensure timely deliverables, high levels of quality, and efficient use of resources to achieve claims adjudication accuracy.  

• Ensures appropriate back up coverage for customers during holidays, weekends, and other times.

• Maintains commitment to operational goals in the face of obstacles. 

• Actively supports members of the core client team, and members of the extended team, in successfully meeting client needs and delivering flawless fundamentals during the transition from implementation to maintenance of business.  

• Collaborates and cultivates positive relationships with internal and external customers through delivery of sustainable, measurable, accurate, reliable, and timely results that meet or exceed customer expectations. 

• Promptly responds to service failures, resolves issues, and escalates concerns as appropriate.

• Promotes continuous improvement by ensuring adherence to quality principles.  Seeks out and actively participates in business initiatives that contribute to service excellence.

• Actively participates in continued professional development to stay up-to-date on the latest PBM products, services and technical enhancements.

• Completes special projects as assigned (such as leading workgroups, overseeing projects/development of new system functionality, mentoring/training staff, etc.)

Supervisory Responsibilities                                             

This job has no supervisory responsibilities.

Client Responsibilities

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; Respond promptly to client needs; Solicit client feedback; Respond to requests for service and assistance from clients; Meet commitments to clients; Manage difficult or emotional client situations.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience                                

BS/BA and 5+ years’ experience or equivalent combination of education and experience, and 2 years' of SME in respective areas such as customer support or related account management experience in a healthcare or a Pharmacy Benefits Management (PBM) environment. Experience should include a minimum of and two (2) years implementation experience, preferably in (PBM) environment or managed healthcare services organizations, insurance companies, and other health related entities; or equivalent combination of education and experience. Experience as a user of multiple business software applications is required Pharmacy Technician license or national certification desired.                         

Computer Skills

Intermediate to advanced skill set in MS Office; Word, Excel, PowerPoint, Project and Outlook. 

Certificates, Licenses, Registrations

PMP or PMI Certification desired.

Other Skills and Abilities                                                    

Must be exceptionally consultative face to face with clients.  Outstanding numeric, verbal, written, logic and analytical skills. 

Reasoning Ability                                                    

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.

Mathematical Skills                                                 

Ability to work with mathematical concepts such as probability and statistical inference.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Language Skills                                           

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.

Competencies To perform the job successfully, an individual should demonstrate the following competencies:

• Composure

• Decision Quality

• Organizational Agility

• Problem Solving

• Customer Focus

• Drive for Results

• Peer Relations

• Time Management

• Dealing with Ambiguity

• Learning on the Fly

• Political Savvy

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is regularly required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Ability to maintain clear near visual acuity at approximately 20 inches or less (i.e., “close vision”) to accurately read fine print, view computer screens, and handle small objects. Requires adequate color vision and depth perception to support safety and precision in detail-oriented tasks.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

This position may regularly be exposed to or encounter moving mechanical parts, high, precarious places, fumes or airborne particles, toxic or caustic chemicals, outdoor weather conditions, risk of electrical shock or vibration. The noise level in the work environment is usually moderate (examples: business office with computers and printers, light traffic).

Work Location

This position works on-site at the San Diego Headquarters or other company location (or from a remote location with management approval based on business requirements). Must provide adequate support to internal clients; be available for regular interactions and coordination of work with other employees, colleagues, clients, or vendors; as well as be available to facilitate effective decisions through collaboration with stakeholders.

Working Hours

This is an exempt level position requiring the incumbent to work the hours required to fully accomplish job responsibilities and reasonably meet deadlines for work deliverables. The individual must have the flexibility to work beyond traditional hours and be able to work nights, weekends or on holidays as required.  Work hours may be changed from time to time to meet the needs of the business.  Typical core business hours are Monday through Friday from 8:00am to 5:00pm.

Travel

This position requires no travel; however, attendance may be required at various local conferences and meetings.