Client Services Manager

Exemption Status:

“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!

Prescient Holdings Group (PHG) is a healthcare company providing pharmaceutical management solutions to payers, patients, and providers. We are focused on developing the most effective strategies for optimizing drug access and spend through our suite of formulary and rebate services.

The Client Services Manager reports to the Director of Client Services and is responsible for supporting business development for prospective clients and implementation of new clients.  This person takes the organizational lead in developing and maintaining RFP and contract libraries and works internally with various departments to ensure awareness of and the ability to execute against company commitments made during the Sales and Implementation processes.  This person also works externally with clients and prospects to manage marketing outreach and manage implementations.  Maintains strong, positive client relationships supporting client services team ensuring customer satisfaction, product upsells, and contract renewals.

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

·       In conjunction with Business Development leadership, supports Business Development efforts including the development and implementation of marketing programs to establish leads and deepen relationships with existing clients. 

·       Manages development and maintenance of RFP library to ensure that RFP timelines are met, leadership approved responses are provided, exceptions are properly reviewed and documented, and the end product is of the highest quality.    

·       Manages development and maintenance of PHG’s contract library to ensure that contract language aligns with commitments made during the sales RFP or negotiation process, language is approved by appropriate subject matter experts / department owners, various versions of language are maintained to align with different PHG agreements, and appropriate Legal and SME reviews and approvals are completed. 

·       Manages key aspects of new client implementations including working with internal SMEs to ensure the organization can honor commitments and works externally with new clients to ensure all requirements are understood and delivered timely and accurately.

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                                             

Bachelor's degree from four-year college or university and three plus (3+) years of client services or related experience in project management, contract management, or project coordination or equivalent combination of education and experience. Pharmacy Benefit Management (PBM) or manufacturer drug rebate service organization experience preferred.

Computer Skills

Intermediate to advanced skill set in MS Office, Word, Excel, PowerPoint, project planning tools and Outlook. Experience as a user of business software applications is preferred.

Other Skills and Abilities                                        

Excellent organization, written and verbal communication skills. Must possess the ability to effectively communicate proposed solutions in a consultative manner, and provide input and guidance in a way that fosters understanding among internal partners and clients; Good business acumen and understanding of the business processes of PBM and rebates services; Good decision-making skills, including expert problem-solving skills, problem analysis and discernment under pressure; Good planning and organizing skills; Demonstrated ability to positively interact with clients at all levels of their organization. Demonstrated accountability for achieving service commitments and ability to deliver results under tight timelines.

·       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 calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.  Ability to apply concepts of basic algebra.

·       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 management and clients.                              

·       Competencies                                               

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

·       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.

·       Consultative - Qualifies client’s 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.

·       Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

·       Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with department goals.

·       Organizational Support - Follows policies and procedures; Completes tasks correctly and on time; Supports organization's goals and values.

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.

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.

Work Location

This position is remote.  Must be available for video calls 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.  On occasion face to face meetings with clients, prospects, or internal staff may be required. 

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 8:00am to 5:00pm.

Travel

This position may require domestic travel of up to 10% of the time. 

• 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.

Equal Opportunity Employer, Male/Female/Disabilities/Veterans

OSHA/ADA:

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.

Disclaimer:

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.