Reporting to the Director, Healthcare Business Intelligence, the Manager, Healthcare Business Intelligence is accountable for the daily operations of the Healthcare (HC) Analytics client service team that delivers accurate and timely services and support to HC clients in accordance with Service Level Agreements (SLAs).

The Manager develops and maintains high quality/cost efficient processes, trains/leads associates and works effectively across the HC organization to identify and resolve challenges that could potentially impact client experience and product value. Duties also include interacting with numerous internal and external parties, assisting with on-boarding of new clients, cross-training with other team members, recommending product enhancements and system testing.

Primary Accountabilities:

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  Leadership:

  
  
  
  

  • Hire and develop high performing associate teams

  
  

  • Coach associates to make decisions in the best interest of Inmar and HC clients

  
  

  • Inspire and motivate associates to continue personal and professional development

  
  

  • Maintain a professional image, high work ethic, positive mindset and leading by example

  
  

  • Develop associates to ensure they are providing the highest level of client service

  
  

  • Ensure all new associates and temporary workforce are trained within company policy and procedure guidelines before gaining access to systems

  
  

  • Ensure associates are providing accurate and timely deliverables and responses to clients

  
  

  • Build a trusted relationship and develop an understanding of client-specific business needs    

  
  

  • Facilitate effective workload balance and priorities for the client service team 

  
  

  • Establish and ensure compliance with internal policies and procedures for account management 

  
  
  
  


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  Strategic: 

  
  
  
  

  • Understand client’s business goals and key deliverables outside day-to-day service requirements

  
  

  • Support the Sales organization to ensure key goals/deliverables are met (e.g., Business Reviews)

  
  

  • Ensure the Performance Analytics team is maintaining a sufficient level of engagement with clients; anticipating the needs of internal and external stakeholder 

  
  
  
  


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  Influence 

  
  
  
  

  • Serve as lead and/or facilitator for Healthcare Analytics products and services

  
  

  • Develop relationships with cross functional teams (Product, Sales, Engineering, Finance) in order to effectively manage and develop action plans

  
  

  • Escalate issues to management as necessary to ensure early awareness

  
  

  • Effective manage client requests by establishing reasonable deadlines when work is required by other functional teams

  
  

  • Take a solution-based approach when addressing leadership with issues or challenges

  
  

  • Develop efficiencies within teams and present these ideas to manager/director

  
  
  
  


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  Operational

  
  
  
  

  • Adjust associate workload based on changing day-to-day priorities demands

  
  

  • Clearly understand the standard deliverables of service and the unique client deliverables 

  
  

  • Facilitate timely onboarding of new clients or product sales expansion 

  
  
  
  


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  Administrative 

  
  
  
  

  • Ensure accurate and timely responses to client inquiries

  
  

  • Escalate issues to immediate manager and above as necessary to ensure issues don’t evolve into a deterioration of service to the client

  
  

  • Ensure associates attend annual HIPAA and Security Awareness training Provide daily/weekly reporting to supervisor/manager as determined based on job specific duties

  
  

  • Work with HIPAA Privacy Officer when encountering potential Privacy Breaches

  
  

  • Maintain HIPAA (Health Insurance Portability and Accountability Act) compliance in all client communication

  
  

  • Perform special projects and other duties as assigned by management

  
  
  
  


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  Required Qualifications:

  
  
  
  

  • At least five years of relevant experience involving retail pharmacy business management,, people or project management and a Bachelor’s degree in Business Administration, Accounting, or a related field or an equivalent combination of training and experience required to complete the essential functions/job responsibilities of the position

  
  

  • Experience with pharmacy contracting and reimbursement

  
  

  • Ability to analyze complex prescription claims data sets 

  
  

  • Ability to prepare and analyze complex financial reports and records

  
  

  • Ability to create documents requiring accuracy and confidential handling

  
  

  • Ability to maintain detailed, accurate records and files

  
  

  • Ability to organize tasks and time to ensure timely completion of all projects

  
  

  • Ability to work independently and complete assignments with minimal instruction

  
  

  • Ability to use good judgment in recognizing scope of authority

  
  

  • Ability to facilitate communications and problem solve

  
  

  • Ability to establish and maintain good working relationships internally and with clients

  
  

  • Ability to travel independently

  
  

  • Knowledge of generally accepted accounting principles

  
  

  • Intermediate-level proficiency using MS Excel and MS Word

  
  

  • Knowledge of servicing business accounts

  
  
  
  



• The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.



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  While performing the duties of this job, the associate is: 

  
  
  
  

  • Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms.

  
  

  • Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper.

  
  

  • Occasionally required to stand, kneel or stoop, and lift and/or move up to ## pounds.

  
  

  • Regularly required to view items at an extremely close range and must be able to adjust and readjust focus.

  
  
  
  



• Occasionally: Job requires this activity up to 33% of the time




• Frequently: Job requires this activity between 33% - 66% of the time




• Regularly: Job requires this activity more than 66% of the time



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  Safety:

  
  

  • Support a safe work environment by following safety rules and regulations and reporting all safety hazards.

  
  


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  As an Inmar Associate, you:

  
  
  
  

  • Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations.

  
  

  • Treat clients and teammates with courtesy, consideration and tact; you also have the ability to perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client.

  
  

  • Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually-beneficial partnerships, leverage information and achieve results.

  
  

  • Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability.

  
  

  • Understand that results are important and focus on turning mission into action to achieve results following the principles of Flawless Execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcomes.

  
  
  
  

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