Sr. Manager, Account Operations - Prior Authorization Network
About The Position
McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. CoverMyMeds is seeking a Sr Manager, Account Operations - PA Network to lead a specialized account operations team supporting pharmacy clients across the Prior Authorization Network. This leader will provide oversight, coaching, and operational direction for a team of eight account operations managers responsible for customer integrations, contract management, program performance, and post-go-live support. The role will support pharmacy clients, including national and regional chains, retail pharmacy clients, software vendor platforms, and pharmacy management systems, through prior authorization services via the CMM platform and PA services connected through the RelayHealth switch. This role is responsible for building consistent, scalable account operations practices that improve customer experience, program and contract accuracy, cross-functional collaboration, and business outcomes. The Sr Manager will work closely with senior management and partner teams across Commercial, Implementations, Product, Development/Engineering, Patient Service Center Operations, Finance, and other functions to support customer success and operational excellence.
Requirements
- Degree or equivalent experience, and typically requires 9+ years of professional experience and 1+ years of supervisory and/or management experience
- Experience in customer support, account operations, account management, customer success, client relationship management, or a related customer-facing business operations role
- Experience leading, coaching, mentoring, or directing the work of others, including supporting performance, priorities, problem solving, and team execution
- Experience managing customer programs, implementations, complex client issues, contract obligations, program health, or post-go-live operational support.
- Experience working with cross-functional teams to deliver customer outcomes, resolve issues, and improve business processes
- Strong project management, process improvement, problem-solving, and prioritization skills in a fast-paced environment with multiple concurrent deliverables
- Ability to communicate with tact, professionalism, and credibility when working through challenging, urgent, or escalated customer issues
Nice To Haves
- Pharmacy industry experience, including pharmacy operations, pharmacy networks, claims adjudication, prior authorization, reimbursement, drug distribution and dispense, or related healthcare technology experience
- Knowledge of pharmacy market dynamics, NCPDP standards, claims adjudication standards, prior authorization services, or pharmacy management systems
- Experience supporting pharmacy clients, including retail pharmacy clients, national or regional chains, software vendor platforms, or pharmacy management systems
- Experience using data to summarize program performance, identify trends, tell a business story, and uncover opportunities for additional client or business value
- Experience with Salesforce or similar CRM/account planning tools
- Experience leading teams through change, process improvement, or operational transformation
- Ability to think creatively, express ideas with confidence, and identify opportunities to improve, automate, or optimize processes
Responsibilities
- Lead, coach, and develop a team of account operations professionals responsible for customer integrations, post-go-live contract management, program health, and client support
- Use knowledge of the client, business, healthcare, and pharmacy industries to help the team improve client relationships, client satisfaction, survey results, and client and company financial performance indicators
- Foster a culture of continuous improvement and operational excellence by establishing best practices, standard processes, and repeatable customer experiences across customer engagement, program tracking, program health management, and contract accuracy
- Partner cross-functionally with Commercial, Implementations, Product, Development/Engineering, Patient Service Center Operations, Finance, and other teams to drive successful customer outcomes and support collaborative execution
- Establish and communicate common goals and direction for the team, lead problem solving, champion ideas and innovations, and identify opportunities to automate or optimize processes
- Support consultative client partnerships, including escalation management, difficult client conversations, account planning, Salesforce activity, contract adherence, billing alignment, and program performance
- Help the team summarize and interpret data to identify program performance trends, potential revenue opportunities, and client benefits
- Lead through change while supporting team members through evolving priorities, process improvements, and organizational changes
- Foster an inclusive, collaborative, and accountable team environment that supports hiring, training, development, performance feedback, recognition, and succession planning
- Serve as a working manager when needed to support customers and programs during implementation and hyper care
Benefits
- competitive compensation package
- annual bonus or long-term incentive opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
