Implementation Manager

This is a fully remote position, open to applicants in California.

📋 Description

• Oversee the seamless transition of new business into MedImpact with efficiency, precision, and timeliness.

• Maintain consistent customer satisfaction throughout the implementation process by working closely with client teams, over 30 business units, customers, and consultants.

• Successfully execute implementation projects and lay the groundwork for ongoing business relationships and additional revenue streams.

• Ensure that project deliverables align with client service agreements and established service levels.

• Monitor project timelines, milestones, deliverables, risks, and provide status updates.

• Lead the documentation process for implementations, conduct reviews, obtain customer sign-offs, and manage site visits and conference calls.

• Manage conflict resolution and mediation with both internal and external partners.

• Provide education to clients regarding MedImpact systems and processes.

• Utilize Salesforce for documenting client interactions, deliverables, issues, projects, work requests, cases, and deadlines.

• Oversee project management and client relationships in accordance with signed contracts.

• Collaborate with business units to ensure accurate claims adjudication setup.

• Analyze claims results and address configuration discrepancies, inaccuracies, anomalies, and unforeseen outcomes.

• Ensure timely delivery of high-quality claims adjudication outcomes and adequate customer coverage.

• Address service failures, resolve issues, and escalate concerns when necessary.

• Champion continuous improvement initiatives and uphold service excellence.

• Engage in professional development and special projects, including workgroups, system functionality projects, and mentoring or training of staff.

⛳️ Requirements

• Bachelor’s Degree.

• Level I: A minimum of two years of customer support or relevant account management experience in a healthcare or Pharmacy Benefits Management (PBM) setting.

• Level II: At least four years of customer support or related account management experience in a healthcare or PBM environment, including a minimum of two years of implementation experience, or an equivalent combination of education and experience.

• Level III: Four years of customer support or related account management experience in a healthcare or PBM environment, with at least three years of implementation experience, or an equivalent combination of education and experience.

• Proficient in using multiple business software applications.

• Previous experience with system implementations is highly preferred.

• Intermediate to advanced proficiency in MS Office: Word, Excel, PowerPoint, Project, and Outlook.

• Intermediate to advanced knowledge of Visio.

• Must complete MedImpact internal certifications within one year of accepting the role, including MedAccess Certification and Service Excellence Certification.

• MedAccess certification or equivalent experience, Service Excellence Certification, and Project Management 101 certification or equivalent training must be obtained within one year of job acceptance.

• PMP or PMI Certification is preferred.

• Exceptional consultative skills when interacting with clients face to face.

• Excellent numeric, verbal, written, logical, and analytical abilities.

• Must be well-versed in all state and government regulations pertinent to PBM operations.

• Willingness to travel at least 10% of the time.

• Pharmacy Technician license or national certification is preferred.

• This position is not eligible for sponsorship.

🏝️ Benefits

• 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.