Implementation Manager II

📋 Description

• • Manage the end-to-end transition of new business into MedImpact Healthcare Systems, ensuring accurate, timely, and compliant implementation of pharmacy benefits management (PBM) services.
• • Build and maintain strong client relationships by delivering a positive onboarding experience, including clear communication of MedImpact processes, service expectations, and roles of internal and external partners.
• • Lead implementation activities including execution of the Implementation Questionnaire, client site visits, conference calls, and documentation sign-offs to ensure flawless project delivery.
• • Collaborate with over 30 internal business units to ensure accurate claims adjudication setup, configuration, and testing in alignment with client technical and service specifications.
• • Analyze claims results to identify discrepancies, anomalies, and unexpected outcomes, and take accountability for the expeditious resolution of adjudication configuration issues.
• • Utilize Salesforce as the primary CRM tool to document all client interactions, deliverables, issues, and follow-ups with accurate and timely entries and adherence to due dates.
• • Ensure all implementation activities comply with client service agreements and contractual obligations, minimizing risk to MedImpact and maintaining adherence to executed contracts.
• • Educate clients on MedImpact systems, processes, and tools to ensure full operational orientation and long-term success post-implementation.
• • Monitor project milestones and deliverables, proactively identifying and communicating risks, delays, or issues to internal leadership and external clients.
• • Facilitate conflict resolution between internal teams and external clients or consultants to maintain project momentum and client satisfaction.
• • Interpret and communicate complex client requirements across departments to ensure alignment and accurate execution of service delivery.
• • Maintain knowledge of all applicable state and federal regulations governing PBM operations and ensure implementation practices remain compliant.
• • Leverage project management skills to prioritize tasks, manage timelines, and optimize resource allocation to meet quality standards and deadlines.
• • Provide backup coverage for clients during holidays, weekends, and other non-standard hours as required to ensure uninterrupted service.
• • Actively participate in business initiatives aimed at improving process efficiency, service excellence, and operational productivity.
• • Engage in continuous professional development to stay current on PBM products, technological enhancements, and industry best practices.
• • Complete special projects as assigned, such as leading workgroups, mentoring staff, or supporting the development of new system functionality.
• • Respond promptly to client service failures, resolve issues effectively, and escalate concerns appropriately to maintain trust and service integrity.
• • Demonstrate strong consultative communication skills with clients, including active listening, verbal and written clarity, and emotional intelligence in managing difficult situations.
• • Maintain high standards of documentation, testing protocols, and claims analysis to ensure accuracy, compliance, and audit readiness.
• • Promote a culture of continuous improvement by adhering to quality principles and actively contributing to organizational initiatives that enhance service delivery.