Exemption Status:

United States of America (Exempt)

$52,693 - $69,160 - $85,626

“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

Uses statistical analysis and other data analysis methods to work with Contact Center leadership team and support partners to identify and implement call reduction initiatives. Sets up and documents parameters for standard reporting packages in accordance with defined reporting protocols and enterprise standards. Creates ad hoc reports utilizing multiple databases and software applications. Gathers requirements for new report development, resolves ambiguities and conflicts, ensures requirements are complete, and communicates progress to internal and external customers as necessary. Works with internal and external customers to optimize the use of reporting tools and utilization/performance information. Adheres to strict procedural and quality standards, including thorough & accurate documentation and validation protocols. Relies on experience, judgment, business applications & systems knowledge, and technical skill to plan and accomplish goals. A wide degree of creativity and latitude is expected. Extent of supervision ranges from moderate, to minimal, to independent based upon demonstrated skill and performance level as defined for the position.

Essential Duties and Responsibilities

• Works with Contact Center leadership to identify and implement call reduction initiatives based on data analysis. Identifies issues affecting call volumes and customer access through data analysis methods.
• Develops and executes standard reporting packages and ad hoc information requests. Utilizes multiple databases while adhering to strict reporting protocols and business standards.
• Writes and maintains detailed documentation of reporting activities including client specifications, expected outcomes, validation methodology & processes, test results, recommendations, version control, configuration design. Creates and maintains a catalogue of PBM client report offerings.
• Educates internal staff and customers on the use of reporting tools and how to interpret and use PBM client reports. Serves as a subject matter expert and “super user” of reporting tools and provides guidance, explanations, and trouble-shooting support to internal and external customers.
• Performs routine analysis of data to ensure accuracy and usability of information. Recommends reporting enhancements; revisions to reporting parameters; and other innovative, value-added modifications to meet the needs of internal and external customers.
• Partners with Information Technology Data Programmers and Analysts, Contact Center leadership, and business partners in the development of advanced/complex reporting capabilities and resolution of issues relating to reporting applications/tools and data.
• Utilizes planning, prioritizing, and organizational skills to ensure timely deliverables, high levels of quality, and efficient use of resources to achieve reporting timeliness and accuracy.
• Maintains commitment to operational goals in the face of obstacles. Collaborates and cultivates positive relationships with internal and external customers through delivery of sustainable, measurable, accurate, reliable, and timely results that meet or exceed customer expectations. Promptly responds to service failures, resolves issues, and escalates concerns as appropriate.
• Promotes continuous improvement by ensuring adherence to quality principles. Seeks out and actively participates in business initiatives that contribute to service excellence.
• Actively participates in continued professional development to stay up to date on the latest technical and information management enhancements and reporting best practices.
• Based upon career path level, completes special projects and assignments (such as leading design reviews, gathering technical requirements, creating statements of work (SOW) for complex technical projects, mentoring/training staff, etc.)
• Provides back-up support to the Workforce Scheduling Analyst, Queue Coordinator, and other contact center roles as needed to ensure seamless operations.
• Other duties may be assigned.

Supervisory Responsibilities

No supervisory responsibilities

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 needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; 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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

BS/BA and 2+ years’ experience or equivalent combination of education and experience

Computer Skills

Strong proficiency with MS Office / Word, PowerPoint, Excel, Visio and Outlook to create complex documents, manage schedules, and analyze data. Business user of multiple software applications/processing systems. Working knowledge of key business application such as MedAccess preferred. Working knowledge of Contact Center tools and components including IEX Totalview, CUIC, Nice, IVR, PBX, CVP, Calabrio and telephony required. Working knowledge of Oracle Golden 32, Business Objects, SQL, Power BI and Cognos strongly preferred.

Certificates, Licenses, Registrations

Project Management 101 Certification or equivalent training preferred.

Other Skills and Abilities

• Ability to effectively balance a high volume of work and a variety of tasks; ability to prioritize urgent issues effectively. Strong analytic, verbal and written communication skills. Detail-oriented with high degree of accuracy and organizational skills. Able to effectively work as a team player as well as independently Excellent investigative, problem resolution, judgment and decision-making skills required. Excellent consultative skills, working with internal and external clients at various levels in the organization.
• Demonstrates ability to appear for work on time, follow directions from a supervisor, interact well with co- workers, understand and follow work rules and procedures, comply with corporate policies, goals and objectives, accept constructive criticism, establish goals and objectives, and exhibit initiative and commitment.

Reasoning Ability

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

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 effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

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

Composure

Decision Quality

Organizational Agility

Problem Solving

Customer Focus

Drive for Results

Peer Relations

Time Management

Dealing with Ambiguity

Learning on the Fly

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 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 accommodations 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 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. Remote work is not an option for these purposes.

Working Hours

This is an exempt level position requiring the incumbent to work the hours required to fully accomplish job responsibilities and reasonable meet deadlines for work deliverables. The individual must have the flexibility to work beyond traditional hours and be able to work nights, 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.

This is a full-time non-exempt position requiring one to be able to work overtime from time to time in order to get the job done. Therefore, one must have the ability to work nights, weekends or on holidays as required. This may be changed at any time to meet the needs of the business. The typical working hours for this position are Monday through Friday from 8:00am to 5:00pm.

Travel

This position requires no travel however attendance maybe required at various local conferences and meetings.

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.

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