Exemption Status:

United States of America (Exempt)

$64,269 - $87,568 - $110,866

“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

The Supervisor, SavRx Account Management Services is accountable for handling daily team leadership, smart workflow improvements and workforce staffing for the Benefit Coordinators in the SavRx Account Management department. The Supervisor is accountable for guiding the Benefit Coordinator team while owning the operational frameworks that make the team successful. The position will balance team schedule needs against customer and account management incoming volumes to ensure high-quality support within established service level agreements regarding timeliness and accuracy.   The Supervisor will maintain documentation of all areas of responsibility, including workforce balancing, training plans and curriculum development and implementation for agents to provide accurate service. The supervisor will be responsible for assisting in monitoring individual performance metrics and responding directly to escalated calls.

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

Key Team Leadership Accountabilities

• Lead the day-to-day operations of the Benefits Coordination team, ensuring timely, accurate, and high-quality service delivery to internal and external stakeholders.
• Work with Talent Acquisition and HR Business Partner to recruit, hire, onboard, train, and develop Benefit Coordinators, fostering a collaborative, customer-focused, and high-performing team environment.
• Monitor and evaluate individual and team performance through regular review of productivity, quality, and service metrics, conducting ongoing coaching, performance discussions, and formal check-ins to drive continuous improvement and accountability.
• Provide leadership, direction, and performance management support, including corrective action measures when necessary, to ensure adherence to department standards and expectations.
• Manage daily workflow and work allocation by triaging requests and assigning client, customer, and account management support activities to Benefit Coordinators based on priorities, workload, and business needs.
• Serve as the primary escalation point for complex customer issues, service concerns, operational challenges, and technical inquiries, providing guidance and solutions to ensure effective resolution.
• Partner with internal stakeholders to address service issues, implement process improvements, and enhance the overall customer experience.
• Develop, document, implement, and maintain standard operating procedures (SOPs), work instructions, and other operational documentation to ensure consistency, compliance, and operational efficiency.
• Identify opportunities to improve team processes, workflows, and service delivery models, driving operational excellence and supporting departmental goals.
• Ensure compliance with company policies, benefit administration requirements, and applicable regulatory standards while maintaining a high level of customer service and professionalism.

Process Improvement & Operational Excellence

• Continuously evaluate workflows, service delivery processes, and operational inputs to identify opportunities to improve efficiency, quality, accuracy, and customer satisfaction.
• Design, implement, and maintain streamlined workflow intake processes utilizing the CMP tool to ensure consistent work routing, prioritization, and tracking.
• Lead process redesign initiatives by modernizing outdated workflows and implementing automation solutions to enhance productivity, reduce manual effort, and improve service outcomes.
• Establish, monitor, and report on key performance indicators (KPIs) for both the team and individual contributors, providing actionable insights to support performance management and operational decision-making.
• Develop reporting and dashboard solutions that measure service levels, workload trends, quality outcomes, and operational effectiveness.
• Drive a culture of continuous improvement by identifying best practices, recommending process enhancements, and implementing sustainable operational solutions.

Demand & Capacity Planning

• Analyze historical workload volumes, service demand trends, and intake channels to forecast short- and long-term staffing requirements and resource needs.
• Develop workforce planning strategies to ensure appropriate staffing levels are maintained to meet service expectations and business objectives.
• Monitor real-time workload distribution, service levels, and team capacity, proactively adjusting assignments and resources to address demand fluctuations and prevent service disruptions.
• Identify emerging trends and capacity risks, providing recommendations to leadership to optimize workforce utilization and service delivery performance.
• Maintain operational readiness by balancing workload, staffing coverage, and business priorities to ensure timely response and resolution of customer requests.

Client Relationship Management

• Deliver exceptional customer service to both internal and external clients by serving as a trusted resource and maintaining strong professional relationships.
• Effectively manage challenging or sensitive client situations through active listening, sound judgment, problem-solving, and timely resolution of concerns.
• Respond promptly and professionally to client inquiries, requests, and service needs while consistently meeting established commitments and service expectations.
• Gather and analyze client feedback to identify opportunities for service enhancements and continuous improvement initiatives.
• Partner with clients, stakeholders, and cross-functional teams to ensure service delivery aligns with business needs and client expectations.
• Represent the Account Management Service Center in client meetings, presentations, and operational discussions, providing expertise, updates, and support as needed.
• Promote a client-focused culture that emphasizes responsiveness, accountability, communication, and service excellence.

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

Education and/or Experience

BS/BA Degree or equivalent; 2+ years of experience (or equivalent combination of education and experience) and 1 year of supervisory experience. Supervisory experience may be substituted with two (2) 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

High level of proficiency in Office 365; familiarity with CRM platforms preferred.

Certificates, Licenses, Registrations

None required

Other Skills and Abilities

• Proven experience, more than 3 years, in a customer support environment.

• Basic understanding and experience implementing process improvements, change management and some exposure to Lean/Six Sigma or Agile is desired.

Reasoning Ability

•  Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Mathematical Skills

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Language Skills  

• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

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

• Building Effective Teams
• Decision Quality
• Informing
• Confronting Direct Reports
• Delegation
• Organizational Agility
• Customer Focus
• Drive for Results
• 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 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. Ability to maintain clear near visual acuity at approximately 20 inches or less (i.e., “close vision”) to accurately read fine print, view computer screens, and handle small objects. Requires adequate color vision and depth perception to support safety and precision in detail-oriented tasks.

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 Freemont, NE location (near Omaha, NE) 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 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.

Travel

This position requires no travel; however, attendance may be 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.