Account Coordinator

Job Description:

The Account Coordinator is a supplemental role to both the customer service and the account manager roles for our clients. Coordinates customer training and rollout of product/service changes and improvements with appropriate documentation in salesforce. This position will be responsible for resolving:

1. Issues that are non standard and require escalation from the customer service department but do not rise to the level of involving the account manager.
2. Dashboard Monitoring

• • • Account Management Dashboard
    • Integration Dashboard
    • Error Trapping & Data Scrub Dashboard

1. Review and update unassigned medications (no adjusters, missing claims, Meds missing payor/plan. 
2. Users without training. Reach out to the active users that have not been trained on our new system and train. If the user is no longer active, please deactivate. 

• • Monitor Account Coordinator Dashboard:  Daily Event 9:30-10:00
  • Review & Schedule new client training 10:00- 11:30
  • Protocol Guide Review and updating:  11:30-12:00
  • ForceRx Clinical – Daily Event 30 minutes 3-3:30
  • Error Trapping 3:30-4:00
• Since many of these dashboards contain cases of various records types it will be critical that the AC recognize the correct record type and change the record type if necessary. Whenever doing this leave the standard assignment checkbox checked. Unless there is a specific person that a case needs to be assigned to then deselect the checkbox. When appropriate the Account Coordinator will escalate higher level issues to the account manager. The Account Coordinator will be the primary person to track and monitor the progress of open issues and be the primary interface with adjudication and client customer call centers. They will also be responsible for ensuring the delivery of ad hoc and recurring reports. This position will be critical to the client’s satisfaction and retention.

Job Duties & Essential Functions:

• Monitor Integration Files/Records (Intakes, NRT files).  This process will be checked four times daily with the first check starting at  (9:00 AM-9:30)
• Monitoring Account Coordinator Dashboard:  (Review all meds that are not assigned to (payor,no adjusters, missing claims, Meds missing payor/plan) and assigned correctly. (9:30-10:30)
• From the Account Coordinator dashboard training of new users will be reviewed and scheduled in salesforce. (Enable, QA Portal for PSY/PSN claims, schedule training, update salesforce).  When training is complete send follow up email to supervisor. (10:30-11:00) all new client training will occur between (1-3pm) daily.
• Review New and open case management cases.  Respond to questions and then escalate to account management. (11-12) the cases that can not easily be obtained.
• Recurring Reports both Monthly and Quarterly (Review Reports for accuracy, release reports to clients, follow up with clients to verify receipt of report and schedule review time table. (3-4)
• Review Reports AM and make recommendation of claimants for DUR/Mail order/cost saving potential.  Once recommendation is agreed upon between AM and Account coordinator then send recommendations to the client for their review. (3-4).  It is important to send recommendations to client before moving to beginning DUE process because some claims are litigated, some states do not allow for direct contact with physicians.
• Account Coordinator is responsible for the complete DUE process.  The following steps need to be taken regarding DUR(Setting up of DUR’s in salesforce, follow up of progress with Matrix, updating client of progress of DUR’s, following up with Physicians for completion of DUR’s).  DUR’s will include manually generated by the clients and e-mail generated from the PA Forms. (3-4).
• Ad-Hoc report request by clients will be updated on case comments.  Review with the AM and a requirement case will need to be created. Once created Account management coordinator will have to follow up with IT until completed.
• Protocol guide creation of all assigned cases to tabs.  Update and monitor change requests, making sure those that originated in CS get properly escalated to AM.   All contracts, contact, request for new groups/additional plans, changes to integration files, and annual reviews. (1-2)

Logging into ForceRx your dashboard will have the Account Coordinator Dashboard

Account Coordinator will be responsible for monitoring the account coordinator dashboard daily.   He will be responsible for completing all tasks identified on the dashboard(s).

• Essential Job Functions: Must have strong communication skills and have the ability to communicate that value of AWPRx to it customers.

• Scope of Responsibility: Knows the formal and informal departmental goals, standards, policies and procedures which may include some familiarity of other departments within the division. Is sensitive to the interrelationship of both people and functions within the department.
• Authority: Supports the activities of Account Management & Customer Service staff or a function.

Training of new users: 

Schedule training with new users from 1-3pm. 

1. Enable user in Salesforce 
2. Login as new user to see if they have claims assigned (psy/psn). 
   1. If claims assigned, then schedule training 
   2. If no claims assigned, then reach out to supervisor of new adjuster/case manager and advise. Please also send notification to adjuster.

Report: 

1. Review Monthly/Quarterly Reports for clients for accuracy. 
2. Contact client for time and place of reports review 

1. Reports review will be done via goto meeting. 
2. Ad Hoc Reports 
3. Gather as much information from client and update case comments with request. 
4. Chatter account manager regarding Ad Hoc Report 

III. Account manager will create Requirement case. 

Iv. Follow progress of Requirement case and update account managers.

Client Protocol 

1. Work with Account Manager of the creation of all new Dashboards. 
   1. Create Cases for all new tabs in protocol guide 
   2. Work and update cases that need to worked 
   3. Update protocol changes daily 
2. Updates will include new contracts, new contacts, training, annual reviews.

Job Qualifications:

• Education:
  • GED Required
  • Associate or Bachelor’s Degree in Business, Marketing or Associated Health Field.
• Experience:
  • Minimum of 5 years of experience in Account Management position.
  • Prefer 2 years of the 5 years of experience to be within a Pharmacy Benefit Management Service line.
• Supervisory experience: N/A
• Other competencies or skills:
  • Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
  • Oral Expression — The ability to communicate information and ideas in speaking so others will understand.
  • Speech Clarity — The ability to speak clearly so others can understand you.
  • Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
  • Written Expression — The ability to communicate information and ideas in writing so others will understand.
  • Written Comprehension — The ability to read and understand information and ideas presented in writing.
  • Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.
  • Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
  • Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.
  • Interacting With Computers — Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
  • Communicating with Persons Outside Organization — Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or email.
  • Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, email, or in person.
  • Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time.
  • Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.
  • Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.
  • Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
  • Resolving Conflicts and Negotiating with Other