Implementation Manager I-III

“Pay scale information is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any selected candidate or employee, which is always dependent on actual experience, education, qualifications, and other factors.  A full review of our comprehensive pay and benefits will be discussed at the offer stage with the selected candidate.”

This position is not eligible for Sponsorship.

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

Level I: $58,642 - $77,700 - $96,758

Level II: $68,860 - $92,100 - $115,340

Level III: $82,074 - $110,800 - $139,526 

The Scoop:

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 MedImpact. They are also 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.

What You Get To Do: 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
• Relies 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.

Education and/or Experience

For consideration candidates will need:

Level I

• A Bachelor’s Degree
• Two (2) years customer support or related account management experience in a healthcare or a Pharmacy Benefits Management (PBM) environment
• Experience as a user of multiple business software applications is required Pharmacy Technician license or national certification desired
• Previous system implementation experience, preferably in (PBM) environment or managed healthcare services organizations, insurance companies, and other health related entities highly desirable

Level II 

• A Bachelor’s Degree
• Four (4) years 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

Level III

• A Bachelor’s Degree
• Four (4) years customer support or related account management experience in a healthcare or a Pharmacy Benefits Management (PBM) environment. Experience should include a minimum of and three (3) 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
•          Intermediate to advanced knowledge in Visio
•          Upon role acceptance successful completion of MedImpact Internal Certifications within one (1) year (i.e. MedAccess Certification and Service Excellence Certification)

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
•          Within one (1) year of job acceptance MedAccess certification or equivalent experience, Service Excellence Certification and Project Management 101 certification or equivalent training

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:

Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

Consultative - Qualifies clients objectives and their needs; Builds rapport and establishes trust with client;  Asks questions to discover and clarify clients continuing strategic business objectives; Applies product and market knowledge to effectively service client objectives; Presents multiple solutions to clients that meet their objectives for their ultimate selection

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

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 accommodations 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 frequently required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Location

This position must work on-site at the San Diego Headquarters (or other company location) for purposes of providing adequate support to internal clients; being available for face-to-face interactions and coordination of work with other employees, colleagues, clients, or vendors; as well as for facilitation of quick and effective decisions through collaboration with stakeholders.  Periodic scheduled remote work may be permitted as allowed under the department’s policy and with management approval.

Work Environment 

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

While performing the duties of this Job, the employee is in an office setting and is exposed to moderate noise (examples: business office with computers and printers, light traffic).

Working Hours

This is an exempt level position requiring one to work the hours needed to get the job done.  Therefore one must have the flexibility to work beyond traditional hours and be able to work nights, weekends or on holidays as required.  This may be changed from time to time to meet the needs of the business.  Typical core business hours are Monday through Friday from 8:00 AM to 5:00 PM.

Travel

This position requires travel a minimum of 10% of the time.  Also, attendance maybe required at various local training sessions and/or meetings.

• Medical / Dental / Vision / Wellness Programs

• Paid Time Off / Company Paid Holidays

• Incentive Compensation

• 401K with Company match

• Life and Disability Insurance

• Tuition Reimbursement

• Employee Referral Bonus

To explore all that MedImpact has to offer, and the greatness you can bring to our teams, please submit your resume to www.medimpact.com/careers

MedImpact, is a privately-held pharmacy benefit manager (PBM) headquartered in San Diego, California. Our solutions and services positively influence healthcare outcomes and expenditures, improving the position of our clients in the market. MedImpact offers high-value solutions to payers, providers and consumers of healthcare in the U.S. and foreign markets.

To perform this job successfully, the successful candidate must be able to perform each essential duty satisfactorily. The requirements listed 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.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.