Account Operations Manager
About The Position
The Account Operations Manager (Payer) is responsible for customer relationships, projects, and programs. As the primary operations contact for a CoverMyMeds product portfolio supporting pharmaceutical manufacturers’ medication access and affordability strategies, the role delivers an outstanding customer experience, maintains program and contract accuracy, and promotes collaboration and consistency across business units. The manager works with people in business and technical roles, manages customer contractual obligations, and coordinates across business functions. The role works with internal teams and customers to implement and manage solutions, support programs, monitor service levels, improve program data and reporting, and ensure customer satisfaction and contractual compliance. It also ensures accurate invoicing and revenue capture, and provides consultative guidance on program design, strategy, and opportunities to achieve customers’ strategic and tactical goals.
Requirements
- Degree or equivalent experience.
- At least 2 years of customer support or account operations experience.
- Healthcare experience, preferably in medication access or affordability.
- Strong communication skills in one-on-one conversations, writing, and formal presentations with clinical, operational, IT, and executive clients.
- Experience working with customers and cross-functional teams.
Nice To Haves
- Knowledge of payer and pharmacy operations.
Responsibilities
- Collaborate with Commercial, Account Management, Implementations, Product, Finance, and other teams to implement solutions successfully and support client transitions.
- Build collaborative relationships across CoverMyMeds and McKesson and promote a culture of continuous improvement and operational excellence.
- Follow account operations best practices for consistent, high-quality customer engagement, program tracking and management, and program and contract accuracy.
- Work with data teams to assess and optimize programs and solutions.
- Ensure recommendations are implemented correctly and monitored for success.
- Monitor and manage established service-level agreements, and coordinate with business partners to improve program data and reports when needed.
- Serve as the first point of contact for day-to-day program support and issues.
- Manage timelines and customer expectations, ensure compliance with contractual agreements, involve team members to resolve issues, and escalate as necessary.
- Ensure 100% accuracy of customer invoices and supporting documentation.
- Ensure revenue is captured according to established contracts and fee sheets.
- Partner with Commercial peers to provide proactive consultative services on program design, strategy, revenue-generating opportunities, and cost savings.
- Cultivate customer relationships and identify and recommend opportunities that support customers’ strategic and tactical goals.
Benefits
- Competitive compensation package
- Annual bonus or long-term incentive opportunities may be offered
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
