Sr. Account Operations Manager - Prior Authorization Network

McKesson•Columbus, OH

About The Position

The Senior Account Operations Manager – PA Network plays a key role in managing complex customer relationships for CoverMyMeds solutions that support pharmacy clients and prior authorization services. This role serves as a primary operational contact for a portfolio of pharmacy customers, including national and regional pharmacy chains and pharmacy management system/software vendor platforms. In this role, you will help ensure customers receive value from the services they have contracted for, maintain strong day-to-day operational execution, and support healthy program performance. The ideal candidate brings strong client-facing account management experience, sound judgment, data fluency, and the ability to manage escalations and customer conversations with professionalism and confidence. This position partners closely with cross-functional teams across CoverMyMeds and McKesson to resolve issues, monitor program performance, support contracted deliverables, and advocate for customer needs while balancing operational execution and business objectives.

Requirements

Bachelor’s degree in a related field or an equivalent combination of education and relevant experience
Typically requires 4+ years of experience in account operations, account management, customer success, sales, or a closely related client-facing role
Experience managing customer relationships in a fast-paced environment where responsiveness, follow-through, prioritization, and sound judgment are critical
Ability to communicate effectively with both technical and non-technical audiences, translating program information, data, and operational details into clear business terms
Strong organizational skills with the ability to manage multiple accounts, deliverables, escalations, and follow-up items without losing sight of customer commitments

Nice To Haves

Experience managing complex or high-value customer relationships, strategic accounts, or large books of business
Background in healthcare, health technology, pharmacy, pharmacy benefits management, claims adjudication, reimbursement, prior authorization, or related pharmacy market environments
Familiarity with pharmacy clients, pharmacy management systems, pharmacy network operations, or services delivered through pharmacy technology platform
Knowledge of NCPDP standards is a plus, particularly as they relate to claims adjudication and pharmacy transaction formatting
Experience analyzing data, identifying trends, and translating insights into customer-friendly narratives or business recommendations
Experience conducting or supporting business reviews, quarterly business reviews, program performance conversations, or executive-level customer discussions
Experience using CRM platforms such as Salesforce, as well as reporting or analytics tools such as Tableau, Excel, PowerPoint, or proprietary business applications
Ability to influence without authority and partner effectively across product, analytics, technology, sales, implementation, support, and other internal teams
Ability to handle escalations, difficult customer conversations, operational issues, and program concerns with composure, professionalism, and a consultative mindset
Pharmacy or pharmacy technician experience is a plus, but not required

Responsibilities

Serve as the primary point of contact for day-to-day operational management of a portfolio of complex customer accounts and programs
Manage a book of business that may include approximately 15 to 25 customer accounts, balancing urgency, customer needs, program performance, and business impact
Partner with pharmacy clients, including retail, national, and regional chains, as well as pharmacy management system or software vendor platforms, in support of prior authorization services
Support customers using CoverMyMeds prior authorization solutions and services connected through the Relay Health switch
Own execution of contractual deliverables, helping ensure programs are running according to contract terms, billing expectations, timelines, and customer requirements
Act as a point of escalation for customer program concerns by investigating issues, coordinating with internal partners, and communicating outcomes clearly and professionally
Use data, reports, and program performance insights to identify trends, surface opportunities, and help tell a clear story to customers and internal stakeholders
Lead or participate in customer meetings, business reviews, and performance discussions focused on outcomes, program health, and future opportunities
Maintain account plans and customer information using Salesforce and other internal tools, ensuring account details, program activity, and follow-up items remain current and organized
Collaborate cross-functionally with internal teams such as implementation, client support, sales, product, analytics, technology, and other business partners to resolve issues and improve the customer experience
Promote continuous improvement by identifying process enhancements, operational risks, and opportunities to improve service delivery for customer