Account Management

Summary

The Principal, Account Management provides proactive and strategic support to a state client as well as manages products produced by a team of clinical and operational staff including Finance, Implementation, Call Center and Business Operations. Works to ensure compliance with the terms and conditions of the Agreement and oversees program requirements, standards, policies, and performance. Coordinates and oversees program activities for Regulatory, Corrective Action Plans and Monitoring, and audit support. This role ensures consistent customer satisfaction, delivering successful projects, building and maintaining solid business relationships and successfully executing the delivery of additional revenue to MedImpact.

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

• Manages an Account Team and the development of state-specific business plans focused on the State program’s goals, performance expectations, growth in membership and objectives. Ensures that deliverables are on time, within budget, and meet the quality levels expected by MedImpact's internal and external customers.
• Provides direction and management over Key teams to monitor the quality of products and services being offerred to the State.  Coordinates training of new staff members and provides on-going coaching to existing Account Management teams.
• Utilizes project management skills to track milestones and deliverables, timely recognition/notification of risk indicators and provide regular status updates to Leadership internally/externally.
• Optimizes potential for sustainable growth and profitability. Identifies and aligns required resources to achieve business goals in book-of-business.
• Develop and maintain solid business relationships with assigned contacts at the State, including pharmacy director(s), executive and key decision-maker levels. 
• Researches and analyzes trends and competitive practices to ensure the State’s strategy is placed in context of program requirements, industry and marketplace demands.
• Monitors service continuum including proactive and reactive components. Resolves escalated issues, while ensuring ongoing issues are resolved expeditiously. Performs 360o review of performance on account, from operational service delivery to relationship management.  Identifies gaps and sources of corrective action to ensure milestones are met.
• Collaborates with leaders in Operations, IT, Health Services, sales and the other Directors of Account Management to create and improve processes to better serve the client.
• Analyzes claims results and identifies discrepancies, inaccuracies, anomalies, and unexpected consequences. Reports on performance measures, performance guarantees, and client initiatives.
• Takes accountability for expeditious resolution of adjudication configuration issues identified.
• Completes special projects as assigned (such as leading workgroups, overseeing projects/development of new system functionality, mentoring/training staff, etc.)
• Provides regular feedback to management team regarding client requirement status and business development opportunities to improve operational efficiencies.
• Proactively identifies and recommends solutions for client and operational improvements.

Supervisory Responsibilities        

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.

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; 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.

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 accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

BA/BS Degree; 8+ years related experience and 8+ years of SME in respective area(s); (or equivalent combination of education and experience) with at least 4+ years leading individual contributors and leaders of leaders; which may be substituted with an appropriate mix of leadership experience and 5 years of MedImpact experience plus an appropriate external leadership training program and internal mentorship with a seasoned leader (VP+ level) that must completed within 12 months in new position.

Computer Skills

Intermediate to advanced computer skills; proficient with MS Office/Outlook and the use of databases.

Certificates, Licenses, Registrations

None required

Other Skills and Abilities

• Working knowledge of the health benefits arena, government prescription programs, preferably in pharmacy benefits management required;
• Knowledge of healthcare products and contracts preferred;
• Consultative selling and negotiation skills;
• Demonstrated experience creating and delivering presentations using;
• Strong verbal, written, interpersonal, presentation, persuasion and consulting skills required;
• Good interpersonal skills, excellent communication, writing and presentation 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 apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

• Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's.  Ability to perform these operations using units of American money and weight measurement, volume, and distance.

Language Skills

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. 

• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

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