Dir Customer Contact Operations

Exemption Status:

United States of America (Exempt)$108,457 - $151,840 - $195,222

“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!

Job Description

Summary

Directs and leads efforts to achieve the goals and objectives of the business unit, including budget, productivity, and transaction quality. Promotes and aligns the business unit with the overall vision and strategies of the enterprise. As member of Operations leadership, utilizes planning, prioritizing, and organizational skills to effectively manage the assets, tools, and processes necessary to achieve the Operations department objectives, in support of Enterprise goals. Relies on extensive knowledge of healthcare operations, concepts, practices and procedures. A wide degree of independence, latitude and creativity is expected.

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

• Develops strategies for cost effective, world-class, service delivery of Contact Center Services; including growth-supporting contingency plans for multiple locations and overflow resourcing. Develops plans and budgets to execute approved strategies.
• Provides leadership in order to recruit, manage and retain the necessary resources to successfully perform the duties of the assigned work group(s). Develops staff to meet the current and future needs of the organization. Models and cultivates staff behaviors that achieve business success, including leadership skills, collaboration, accountability, and ownership. Ensures that staff members are aware of business plan objectives, individual accountabilities, and the competencies critical to successful job performance.
• Oversees management of work group(s) to achieve service commitments, including sustainable, measurable, accurate, reliable, and timely execution of project deliverables. Evaluate new client implementations each month for accuracy and appropriate documentation. Provides day-to-day leadership and direction including, developing and administering policies, business processes, quality standards, measurement criteria. Meet with staff on a regular basis to discuss performance, implementations, special projects and client relations. Sets high standards and encourage new ideas for improving organizational 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, our customers, and our pharmacy partners. Supports new product offerings and strategic sales & marketing efforts. Actively participates as a key member of cross functional workgroups, teams, and committees as assigned.
• Leads and promotes continuous improvement by developing and documenting business processes, assigning roles and responsibilities, and measuring results. Identifies and leads the improvement opportunities for assigned work group(s) and business processes. Seeks out and actively participates in business initiatives that contribute to service excellence. Provides recommendations for the acquisition/development or enhancement of tools and applications necessary to support the business in an efficient and quality manner.
• Responsible for the delivery of exceptional service to customers, including open channels of communication, prompt response to inquiries and requests, and timely, accurate results that meet client specifications. Responsible for leading strategy development and managing the operation of multiple Contact Centers ensuring adherence to proven best practices, development of staff through the career path process, alignment and support of the sales process including responding to RFPs, and achievement of performance standards and client performance guarantees.

Supervisory Responsibilities

Manages assigned staff in the segment area. Responsible for the overall direction, coordination, and evaluation of the 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 (listening/verbal/written). One must be able to: Manage difficult or emotional client situations, respond promptly to client need, solicit client feedback to improve service, respond to requests for service and assistance from clients and meet commitments to clients.

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 accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education And/Or Experience

BA/BS Degree or equivalent; plus 10 years’ related experience; 10 years of SME in respective area(s); (or equivalent combination of education and experience); and 8 years supervisory experience; Supervisory experience may be substituted with 10 years of MedImpact experience plus an appropriate external leadership training program and internal mentorship with a seasoned leader at the Director level or above that must be  completed within 12 months in new position. 

Computer Skills

Excellent knowledge of the MedAccess system or similar Windows based database program. Proficiency with MS Word, Excel, Visio, and Outlook to create complex documents, manage schedules, create process flows, and analyze data. Must have an in-depth understanding of the company’s key business applications and claims adjudication system.

Certificates, Licenses, Registrations

Pharmacy Technician Certification preferred

Other Skills and Abilities

• Excellent skills in written and oral communication; organization/prioritization; decision-making; problem, analysis and resolution; negotiation; team building; and leadership.
• Ability to maintain a high degree of confidentiality using, tact, discretion, and professionalism in all aspects of the job. Strong attention to detail and follow-through skills. Ability to analyze and develop business cases including ROI development.

Reasoning Ability

• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Mathematical Skills

• Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. 
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Language Skills

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.       
• Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

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

Business Acumen

Directing Others

Organizational Agility

Conflict Management

Drive For Results

Political Savvy

Customer Focus

Innovation Management

Strategic Agility

Decision Quality

Managerial Courage

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 accommodation 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 regularly required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

This position may regularly be exposed to or encounter moving mechanical parts, high, precarious places, fumes or airborne particles, toxic or caustic chemicals, outdoor weather conditions, risk of electrical shock or vibration. The noise level in the work environment is usually moderate (examples: business office with computers and printers, light traffic).

Work Location

This position must work on-site at the San Diego Headquarters (or other company location) for purposes of providing adequate support to internal clients; being available for face-to-face interactions 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.  Periodic scheduled remote work may be permitted as allowed under the department’s policy and with management approval. 

Working Hours

This is an exempt level position requiring the incumbent to work the hours required to fully accomplish job responsibilities and reasonably meet deadlines for work deliverables. The individual must have the flexibility to work beyond traditional hours and be able to work nights, at weekends or on holidays as required.  Work hours 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 requires domestic travel of up to 25% of the time. 

The Perks:

• 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.