Account Management Specialist

Job Title: Client Relationship Manager / Implementation Specialist

Department: Client Services

Reports To: MedImpact

Job Summary:
The Client Relationship Manager / Implementation Specialist is responsible for developing, maintaining, and enhancing Bowens relationships while ensuring the successful delivery of services and operational support. This role involves managing Bowens onboarding, day-to-day operations, and new implementations, as well as ensuring adherence to MedImpact processes and service standards. The ideal candidate will possess strong project management skills, a deep understanding of Bowens needs, and the ability to collaborate across multiple business units to deliver exceptional service.

Essential Duties and Responsibilities:

The Services performed by the Client Relationship Manager / Implementation Specialist shall include, but are not limited to, the following:

1. Bowens Relationship Management:

   • Develop, build, and maintain strong Bowens business relationships, beginning with a positive onboarding experience and continuing throughout the Bowens lifecycle.

   • Establish clear rules of engagement, communicate Bowens commitments and expectations to internal partners, and ensure adherence to MedImpact processes and services.

   • Successfully manage Bowens’ day-to-day operations and new implementations.

2. Bowens Advocacy and Operational Support:

   • Understand and champion Bowens’ operating requirements, including their business model, targeted markets, benefit design objectives, pharmacy network composition, claims adjudication expectations, reimbursement methodologies, and reporting tools.

   • Ensure appropriate levels of service and operational support are provided to assigned Bowens.

3. Service Performance and Issue Resolution:

   • Proactively maintain and improve service performance levels.

   • Work across the organization to resolve issues, escalate service recovery efforts, and provide timely feedback to internal and external customers.

   • Incorporate service gaps and lessons learned into Bowens performance and planning strategies.

4. Team Leadership and Collaboration:

   • Lead core Bowens teams and extended teams to meet Bowens needs and deliver flawless fundamentals during business relationship management and renewal phases.

   • Collaborate with multiple business units to ensure the accuracy of claims adjudication setups.

5. Quality Assurance and Documentation:

   • Adhere to strict procedural and quality standards, including thorough documentation, testing protocols, claims analysis, and understanding of Bowens technical and service specifications.

   • Utilize experience, judgment, and technical skills to plan and accomplish goals.

6. New Business Implementation:

   • Lead the implementation process for onboarding new business for existing Bowens.

   • Ensure timely and accurate documentation, communication of Bowens commitments, and interpretation of Bowens requests.

   • Lead site visits, conference calls, and related responsibilities to ensure flawless implementations.

7. Project Management:

   • Utilize project management skills to track milestones, deliverables, and risk indicators.

   • Provide regular status updates to internal and external leadership.

8. Bowens Education and Orientation:

   • Educate Bowens on MedImpact systems and processes to ensure full orientation and understanding.

9. Compliance and Risk Management:

   • Manage Bowens and consultants in compliance with Bowens service agreements, eliminating risks to MedImpact for non-adherence.

10. Claims Analysis and Issue Resolution:

    • Analyze claims results to identify discrepancies, inaccuracies, anomalies, and unexpected consequences.

    • Take accountability for the expeditious resolution of adjudication configuration issues during implementation.

11. Special Projects and Continuous Improvement:

    • Complete special projects, such as leading workgroups, overseeing system functionality development, mentoring/training staff, and more.

    • Proactively identify and recommend solutions for Bowens and operational improvements.

12. Feedback and Business Development:

    • Provide regular feedback to the management team regarding Bowens requirements and business development opportunities to improve operational efficiencies.

Qualifications:

• Bachelor’s degree in Business, Healthcare Administration, or a related field (or equivalent experience).

• Proven experience in Bowens relationship management, project management, or a similar role.

• Strong understanding of healthcare, pharmacy benefits, and claims adjudication processes.

• Excellent communication, leadership, and problem-solving skills.

• Proficiency in project management tools and methodologies.

• Ability to collaborate effectively across multiple teams and business units.

• Detail-oriented with a focus on quality and accuracy.

Work Environment:

• This role may require occasional travel for Bowens site visits and meetings.

• Remote or hybrid work options may be available, depending on location and business needs.