Job Description
Medco Health Solutions, Inc., (NYSE:MHS) is the nation’s leading pharmacy benefit manager based on its 2007 total net revenues of more than $44 billion. Medco’s prescription drug benefit programs, covering approximately one in five Americans, are designed to drive down the cost of pharmacy health care for private and public employers, health plans, labor unions and government agencies of all sizes, and for individuals served by the Medicare Part D Prescription Drug Program and those served by its specialty pharmacy segment. Medco, the world’s most advanced pharmacy™ is the highest-ranked independent pharmacy benefit manager on the 2008 Fortune 100 list. www.medco.com.
Job Overview - Basic Functions and ResponsibilityEssential function(s) include, but are not limited to:
Manage all assigned client installations and support on-going service needs by interfacing with clients and internal departments at Medco in order to meet customer requirements. Accountable for successful, referenceable installations.
Installation Management
Conduct pre-installation account team meeting.
Oversee all aspects of the entire client installation.
Review proposal, Account Turnover Document, and contract.
Develop and maintain installation timeline.
Conduct client installation meetings.
Identify and document client requirements in the Benefit Administrator Tool in order to create the client installation report.
Manage documentation of installation issues and risks in the BA tool.
Manage review of the BA tool with the client and obtain sign-off on all applicable business modules.
Coordinate installation activity with NAE, AC, TC, CAE and other functional areas.
Lead CLASS/SIRT presentation of client requirements.
Ensure Home Delivery Pharmacy, Customer Service and Pharmacy Service readiness.
Manage risk point escalation.
Review account set-up paperwork.
Conduct weekly meetings with the Account Service Team to keep them up-to-date on all installation issues.
Conduct pre-installation account set-up audit.
Manage post-installation issue resolution.
Direct and provide support to the Installation Coordinator.
Coordinate formal Client hand-off with the Account Service Team.
Post-Installation Client Service Delivery
Document a daily summary report of installation issues for distribution to Medco Sr. Mgmt.
Facilitate both internal and external daily calls to review any installation issues.
Participate and document the post-installation review session.
Present the post installation review findings at IMC (Installation Management Committee).
Facilitate the transition meeting with the Account Service Team.
Review all BA tool documentation with the Account Service Team.
Team Roles
Serve as Team Leader during Installation.
Ensure members of account team meet delivery dates and provide appropriate service to clients.
Sales Support
Assist in developing proposal responses as needed.
Attend “Best and Final” presentations as needed.
Job Requirements
College degree or equivalent work experience preferred
Cross-functional experience required
Minimum 5 years account management or customer service experience
Business Competencies
PC knowledge
Customer service orientation
Exceptional Communication skills: verbal and written
Organization skills
Presentation skills
Project management skills
Ability to analyze complex data and offer recommendations for solutions
Relationship management skills
Travel required 25% - 50% (or defined by installation activity)
Leadership Competencies
Consistently sets an example as a high performing team member. Has a positive and constructive approach when dealing with others. Uses influence and organizational dynamics effectively for positive results. Able to resolve more complex issues/problems while weighing risks and considering alternatives for the client or Medco. Consistently demonstrates forward thinking based on an understanding of Medco and the client’s needs when presenting ideas/solutions. Demonstrated ability to articulate objectives and manage expectations of clients and internal contacts within Medco. Communicates effectively in highly visible situations. Sought out by peers for technical/operational information. Complies with all SOP’s.
We are an Equal Opportunity Employer, M/F/D/V
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