Account Operations Manager
Core
Managing customer relationships, projects, and programs for the CoverMyMeds product portfolio to support pharmaceutical manufacturers' medication access and affordability strategies.
Role type
Account Operations Manager (Payer)
Builds
Customer experience, program and contract accuracy, and cross-business unit collaboration for CoverMyMeds.
Domain
Healthcare / Pharmaceutical Access & Affordability
Required skills
Customer relationship management, project management, contract management, cross-functional collaboration, data analysis, SLA monitoring, invoicing accuracy, revenue capture, consultative services, strategic planning
Preferred skills
Healthcare domain knowledge, Prior Authorization, Payer and Pharmacy knowledge
Technologies
None explicitly stated
Responsibilities
Collaborate with Commercial, Account Management, Implementations, Product, and Finance teams to ensure successful solution implementation and client transition. Foster a culture of continuous improvement and operational excellence. Follow best practices to ensure consistent, high-quality customer experience, including program tracking and management. Work with data teams to assess and optimize programs and solutions. Ensure recommendations are implemented correctly and monitored for success. Monitor and manage established SLAs and coordinate with business partners to improve program data/reports. Serve as the first point of contact for day-to-day program support and issues. Ensure customer satisfaction by managing timelines, expectations, and compliance with contractual agreements. Ensure 100% accuracy of all customer invoices and associated documentation. Ensure all revenue is captured according to established contracts and fee sheets. Provide proactive consultative services on program design, strategy, and revenue/cost-saving opportunities. Cultivate customer relationships to identify and recommend opportunities to meet strategic and tactical goals.
Seniority
Mid-level, hands-on IC