PDMI is always looking for talented individuals like you to join our team. Nearly half of our over 125 member staff have IT degrees and PDMI is proud to call Youngstown, Ohio our home. Full-time positions include competitive salaries, full benefits, 401(k), paid vacations and holidays. View all our open opportunities or use the search tool below.

Product Delivery Coordinator

  • Poland, Ohio
  • Job Title: Product Delivery Coordinator Department: Product Delivery Reports to: Director of Product Delivery FLSA Status: Non-Exempt Prepared Date: October 2015 Revised:  April 2018


    This position is responsible for internal and external customer service.  Serves as the client liaison to other departments within PDMI and the gatekeeper of all tasks related to client requests.  Provides clients with training on the PDMI system.  Provides to other departments within PDMI information related to new clients or programs and existing client updates. Performs all system edits related to client requests, including formulary changes, pharmacy reimbursements, drugs updates, documentation, and basic plan design. Provides troubleshooting support to clients for claims related questions.

    In the performance of their respective duties and responsibilities, all PDMI employees are expected to conform to the following:

    • Perform quality work within deadlines with or without direct supervision.
    • Interact professionally with other employees, customers, and providers.
    • Work effectively as a team contributor on all assignments.
    • Work independently while understanding the necessity for communicating and coordinating work efforts with other employees, teams, and departments.

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

    Product Build (30%):

    • System Enrollment and Implementation processes, including -- System set-up; Sponsor set-up; Administrative invoicing and payment procedures

    Product Maintenance and Support (20%):

    • Day-to-day set-up and ongoing maintenance (i.e., changes, updates, etc), including: Benefit code enrollment; Plan design changes; Copayment structures; Admin Fee changes; Network applications; Generic Table maintenance; Special edits that require programming
    • Quarterly GPI updates
    • Maintenance of client documentation; coordination of all client-related tasks / projects
    • Internal support / client liaison for other departments within PDMI, including: first line for helpdesk calls and questions specific to line of business expertise, when applicable, and escalation path for general inquiries Product Delivery Level 1 cannot field
    • Must be able to effectively communicate with clients

     Troubleshooting (20%):

    • Second line troubleshooting of claims related inquiries, accumulator related inquiries, etc. that cannot be fielded by junior staff members prior to escalation to Level 3

     Quality Assurance (30%):

    • Quality assurance and double-check process for product delivery representatives, including claims tester

    Supervisory Responsibilities:

    This job has no supervisory responsibilities, although some mentoring /coaching will apply to Account Representatives (Level 1)

    Competencies, Skills and Other Requirements:   

    • Strong communication skills; This position requires the ability to communicate within multiple disciplines (client and executive levels)
    • Strong attention to detail
    • Exceptional organizational and time management skills
    • Unique integrated knowledge of the PDMI product
    • Results-oriented style
    • Strong verbal and written skills
    • Presentation skills
    • Ability to perform multiple tasks/jobs daily
    • Ability to work cooperatively in a team-oriented environment, as well as being able to work well independently
    • This position interfaces regularly with internal clients (Transaction System, Call Center, Reporting Services, ID Cards, Clinical Pharmacist) as well as external clients (established client contact, director of pharmacy, benefits manager)
    • Must be able to engage in overnight travel

     Education and/or Experience:

    • Four-year college degree preferred or equivalent industry (i.e., healthcare or business related) experience
    • Demonstrated customer service skills
    • Interest in self-development (i.e., furthering skills and abilities)
    • Advanced knowledge of the Microsoft Office suite of products


    Physical Demands: The physical demands described here are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the described essential functions.

    While performing the duties of the job, the employee is regularly required to talk and hear.  The employee is frequently required to sit and use their hands and fingers to handle or feel.  The employee is occasionally required to stand, walk, and reach with hands and arms.  The employee must occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision and distance vision.

    Work Environment: The work environment characteristics described here are representative of the environment the employee will encounter while performing the essential functions of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the described essential functions.   The noise level in the work environment is usually quiet to moderate.