Client Administrator II

Client Administrator II

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

This position is responsible for leading and managing all Contact Center aspects of servicing clients. Ensures client satisfaction throughout plan implementation, post implementation and all other related service activities and strategic projects on behalf of the Contact Center. Accountable for meeting client service commitments for multiple plan designs including Medicaid, Market Place, and Medicare Part D. Serves as a point of contact for assigned clients, Account Management, Implementation, Configuration Services, and other departments to achieve service commitments and improve business processes and increase company profitability. This position is responsible for tasks that are complex in nature where considerable judgment and initiative are required in resolving problems and making decisions and / or recommendations. The Client Administrator II is ultimately responsible for ensuring consistent customer satisfaction, delivering successful projects and building and maintaining solid business relationships with regards to the Contact Center Operations.

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

• Serve as first point of contact for clients for all Contact Center related requests and problem resolution. Responsible for all aspects of service for assigned book of business, including member, pharmacy, physician, and client requests. Operates as the liaison between multiple business areas as needed in researching and resolving client specific issues, implementing process changes and new products, and training all staff members.
• Develops and maintains excellent working relationships with clients and establish themselves as an active part of the client team. Partners with various departments such as Configuration Services, Accounting, Pharmacy Networks, GPS and Account Managers to ensure that the clients receive timely responses and that all Sales Force cases are handled in a timely fashion.
• Stay current with and apply CMS requirements for Medicare Part D call center activities and understand how the company manages these regulations and the processes within different departments. Provide consultation and recommendations for clients regarding the regulations and ensure all Contact Center processes provide high quality and compliant customer service.
• Ensures appropriate levels of service and operational support to assigned clients by understanding and championing client's operating requirements throughout the organization to ensure mutual success. Facilitate solution development efforts and make decisions regarding solutions in order to effectively manage Contact Center service improvements in service and technology.
• Develop and implement strategic project planning that provides mutual performance objectives. Track projects and issues closely, foster collaboration from both the business and technology groups and lead issue resolution meetings during a project. Create realistic plans and forecasts related to customer performance. Communicate status reports for management, clients and the project team, and meet with project personnel to provide technical recommendations to resolve problems.
• Facilitate regular project status meetings to assess progress versus milestones, and identify areas of potential concern in order to mitigate risk as well as provide updates to Management. Assume responsibility for delivery by ensuring all Contact Center components of the project are successfully completed, assist with training of staff regarding project / product output, development of supporting materials, or documentation and client interface.
• Analyze data to improve strategic decision making and implementation. Track and identify trends regarding the impact of new client / benefit implementations on call types, source, reason, and volume. Analyze the future impact (call volume for forecasting purposes) of new implementations based on call types.

Supervisory Responsibilities : 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; 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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and / or Experience : BS / BA and 2+ years' experience or equivalent combination of education and experience

Computer Skills : Intermediate knowledge of Microsoft Office Suite Word Processing software, MS Project, and Visio software. Experience with Windows based database programs is also required. Knowledge of healthcare operating systems in PBM industry preferred.

Other Skills and Abilities :

Reasoning Ability :

Mathematical Skills :

Language Skills :

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

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 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.

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.

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 Tempe office. 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 reasonable 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