Account Manager I - III

📋 Description

• • Serve as the primary point of contact and strategic partner for MedImpact's valued clients, leading and managing all operational aspects of servicing and retaining their business.
• • Drive the successful transition of new clients into the MedImpact ecosystem, ensuring a seamless, accurate, and timely onboarding experience from conception through implementation.
• • Cultivate and maintain exceptional client satisfaction throughout the entire client lifecycle, from initial engagement and implementation to ongoing business relationship management and renewal.
• • Foster strong, collaborative relationships with assigned client teams, coordinating efforts across more than 30 internal business units to meet and exceed client expectations.
• • Continuously engage with clients and external consultants to understand their evolving needs and ensure MedImpact's solutions align with their strategic objectives.
• • Take ultimate accountability for ensuring consistent customer satisfaction, delivering successful projects, building robust business relationships, and driving the successful execution of revenue growth for MedImpact.
• • Guarantee that MedImpact's products, services, and project deliverables strictly adhere to client service agreements and defined service levels.
• • Ensure project timelines and deliverables are met precisely according to client requirements, proactively identifying and resolving issues to maintain high levels of client satisfaction.
• • Operate with a high degree of autonomy and initiative on complex assignments, employing sound judgment and expertise to resolve challenges and provide strategic recommendations.
• • Independently determine and implement effective methods and procedures for new assignments, potentially providing guidance and mentorship to other support personnel.
• • Develop, build, and nurture enduring client business relationships, commencing with a positive and informative onboarding process and extending throughout the client's tenure.
• • Establish clear rules of engagement, conduct thorough orientations, and ensure adherence to MedImpact's established processes and service offerings.
• • Effectively communicate client commitments and expectations to internal partners, ensuring alignment and coordinated efforts.
• • Skillfully manage the day-to-day operations and new implementations for assigned clients, acting as their trusted advisor.
• • Ensure the delivery of appropriate levels of service and operational support by deeply understanding and championing each client's unique operating requirements across the organization.
• • Gain a comprehensive understanding of each client's business model, targeted markets, benefit design objectives, pharmacy network composition, claims adjudication expectations, reimbursement methodologies, key metrics, and reporting tools.
• • Proactively monitor and enhance service performance levels, collaborating across departments to expedite issue resolution and escalate service recovery efforts.
• • Provide timely and constructive feedback to both internal and external customers, actively working to elevate customer satisfaction levels.
• • Integrate lessons learned from service gaps and client feedback into the client performance and planning strategy processes to drive continuous improvement.
• • Lead and inspire members of the core client team, as well as extended team members, to achieve client objectives and deliver flawless operational fundamentals during the business relationship management and renewal phases.
• • Uphold stringent procedural and quality standards, including meticulous documentation, rigorous testing protocols, thorough claims analysis, and a deep understanding of client technical and service specifications.
• • Leverage extensive experience, sound judgment, business and systems knowledge, and technical skills to effectively plan and accomplish goals.
• • Spearhead the implementation process for onboarding new business for existing clients, ensuring timely and accurate completion of documentation, including the Implementation Questionnaire and related documents.
• • Interpret and provide context for client requests, ensuring appropriate internal review and customer sign-off, and leading site visits and conference calls as necessary for successful implementations.
• • Employ robust project management skills to meticulously track milestones and deliverables, identify risks early, and provide regular, comprehensive status updates to leadership, both internally and externally.
• • Educate clients effectively on MedImpact's systems and processes, ensuring they are fully oriented and empowered to utilize our offerings.
• • Manage client and consultant relationships in strict compliance with client service agreements, proactively mitigating any risks associated with non-adherence.
• • Collaborate effectively with multiple business units and teams to guarantee the accuracy of claims adjudication setups.
• • Thoroughly understand, document, and communicate clients’ technical and service specifications across the entire organization.
• • Diligently analyze claims results, identifying discrepancies, inaccuracies, anomalies, and unexpected outcomes to ensure data integrity and client satisfaction.
• • Take ownership and drive the expeditious resolution of adjudication configuration issues identified during the implementation process.
• • Contribute to special projects as assigned, which may include leading workgroups, overseeing project development for new system functionality, or mentoring and training staff.
• • Provide consistent and valuable feedback to the management team regarding client requirement status and identify business development opportunities to enhance operational efficiencies.
• • Proactively identify potential challenges and recommend innovative solutions for both client-specific issues and broader operational improvements.