Manager, Implementation Services

Job Opportunity At MedImpact

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 healthcare. 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

Summary: Develops, promotes and manages the overall vision, goals, strategies and objectives for the on-boarding and implementation process for new or existing clients.

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

• Manages assigned group of employees to ensure the highest levels of quality, services, performance levels and efficiency standards are implemented on behalf of clients.
• Provides day-to-day leadership and direction to provide exceptional service to clients, including developing and administering policies, business processes, quality standards, measurement criteria, and operating budgets.
• Assists the Director of Implementation Services with managing the department’s operating budget.
• Ensures that deliverables are on time, within budget, and meet the quality levels expected by MedImpact’s internal and external customers.
• Works with the Implementation Managers to ensure all Implementation Performance Guarantees are met and are reported to the Performance Guarantee team in a timely manner.
• Develops and maintains solid business relationships with assigned clients at the key decision-maker levels. Accountable for seamless transitions.
• Proactively identifies new products and service opportunities that will bring value to clients during the implementation process.
• Provides support when developing presentations for internal and external audiences.
• Supports the Sales Division with Request for Proposals & Best and Final Presentations.
• Develop staff to meet the current and future needs of the organization. Model and cultivate behaviors that achieve business success, including leadership skills, collaboration, accountability, and ownership.
• Ensures staff have responsibility for creation and maintaining of all implementation schedules, individual accountabilities, and the competencies critical to successful job performance.
• Partners with other MedImpact business units to effectively resolve customer issues and inquiries, implement new business, design solutions that meet the mutual needs of MedImpact and our customers. Escalates to Director of Implementation Services as needed.
• Continually identifies opportunities for improvement of current processes. Participates in the annual Implementation Business Process Improvement (BPI) initiative to drive results while improving the overall member experience and onboarding of new clients.
• Cultivates relationships with consultants to build trust in an effort to grow the business while understanding the needs of the market segments.
• Responsible for reviewing the weekly sales pipeline to forecast staffing needs to support onboarding of new clients. Works with leaders across Client Experience to support and staff for implementations for existing clients across all market segments.
• Represents Implementation Services by participating in internal and external enterprise and strategic projects. Works autonomously and makes key decisions on the department’s behalf with little or no direction from Director of Implementation Services.

Supervisory Responsibilities

Manages a staff in the assigned segment area. Responsible for the overall direction, coordination, and evaluation of this unit. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Supports and enforces all company policies and procedures in a fair and consistent manner, taking corrective action whenever necessary.

Client Responsibilities

This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills. One must be able to; respond promptly to client needs; solicit client feedback to improve the implementation process; respond to requests for service and assistance from clients; meet commitments to clients; manage difficult or emotional client situations.

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 degree or equivalent plus 5+ years of experience; 1 year of SME in respective area(s); and 3+ years of supervisory experience; 4 years of MedImpact experience plus an appropriate external leadership training program and internal mentorship with a seasoned leader (Dir+) that must completed within 12 months in new position may substitute for the supervisory experience requirement.

Computer Skills

Intermediate/advanced skills with MS Office (Word, Excel, PowerPoint), MS Project, MS Outlook and Visio.

Certificates, Licenses, Registrations

Pharmacy Technician License or National Certification preferred but not required. PMP preferred but not required.

Other Skills and Abilities

Superior working knowledge of “PBM” or other managed healthcare services to national and regional managed care organizations, insurance companies, and other health related entities. Previous senior level management experience and experience directing a high performance organization with a track record of product, program, and company success. Excellent interpersonal skills, written and verbal communication and group presentation skills.

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, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

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:

• Building Effective Teams
• Decision Quality
• Informing
• Confronting Direct Reports
• Delegation
• Organizational Agility
• Customer Focus
• Drive for Results
• Political Savvy

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 works on-site at the San Diego Headquarters or other company location (or from a remote location with management approval based on business requirements). 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.

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 occasionally exposed to moving mechanical parts; fumes or airborne particles and risk of electrical shock. The noise level in the work environment is usually moderate.

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.