Sr. Account Operations Manager

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. Here, we focus on the health, happiness, and well-being of you and those we serve - we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow's health today, we want to hear from you.

The Account Manager (AM) is primary point of contact for external clients after the sale. The successful Account Manager will demonstrate the ability to develop client relationships and apply analytical and business acumen to ensure that clients obtain value from CoverMyMeds services and help clients maintain healthy operations.

Position Description

Position is responsible for managing all aspects of the business relationship with the customer. Ensures that all appropriate resources are available and utilized effectively/efficiently to maximize overall business management services and corporate profitability. Develops and maintains positive client relations and coordinates with various functions within the company to ensure client requests are handled appropriately (i.e. within time and budget) while balancing client needs with company profitability. This position has authority to substantially affect the relationship between the company and a client, either from a financial or services/product standpoint. Position monitors/audits financial, reimbursement and information management services and is responsible for analyzing the billing effectiveness/cash flow and making recommendations to increase productivity and profitability. Utilizes their knowledge of the client/business, healthcare practice management and medical billing process/procedures to maximize performance relative to client relationship, client satisfaction, desired survey results and client/company financial performance indicators.

Activities include:

Client Engagement:

• Onboarding and cancellation activities when new clients contract for new/additional services or want to cancel existing services
• Serve as an escalation point for the Customer Support Call Center (NC,TX)
• Review reports of services so clients understand actions needed and value delivered. Analyze data from reports, determining key performance indicators and articulate results internally and externally in business terms (in addition to having the ability to understand technical aspects as well)
• Explain the value of contracted services over the phone.
• Conduct Business Reviews when needed

Financial Management:

• Audit Invoices to ensure proper billing is occurring for services contracted.
• Assist Sales in identifying areas where clients are not clear on solutions purchased, implementation timelines, etc.

Analysis:

• Identify trends in pharmacy reports to better engage the client with financial/risk opportunities.
• Review store onboarding and cancellation trends

Administrative:

• Manage store implementations by partnering with the appropriate department (Imp, Client, Sales, etc)
• Maintain Current Pharmacy Store List
• Extensively use of SFDC, MS PowerPoint, MS Excel and proprietary applications as part of the daily work routine.

Additional Knowledge & Skills

Knowledge:

• Knowledge of National Council of Prescription Drug Programs Telecommunications Standard a plus
• Working knowledge of PowerPoint, Excel and Salesforce.com

Skills and Competencies:

• Ability to set client expectations in a realistic and professional manner
• Ability to adapt to a fast-paced environment without being overwhelmed
• Ability to help clients see the business value in services purchased.
• Ability to verbally communicate effectively in business terms, with the appropriate level of concept and detail to make the information delivered clear to the recipient, asking relevant and thoughtful questions to help our team understand the clients request/need including the ability to communicate technical and non-technical content.
• Ability to deliver key information or resolution to issues in a timely, but not rushed manner.
• Capacity for detail-oriented behavior.
• Work independently with little direction while also recognizing your role as a member of the team.
• Extremely client focused and responsive to client requests, keeping clients up to date on the status of requests.
• Be well organized and avoid dropping the ball on activities (including relentless follow-up. Find ways to complete repetitive tasks without re-inventing the wheel. Use templates whenever possible. Productivity and efficiency are key to responsiveness. Minimize distractions when necessary.
• Actively manage deliverables to deep projects and activities moving to closure and recognize when you or others maybe in over your head and seek out answers from knowledgeable sources.
• Demonstrate a constructive level of assertiveness to raise questions.
• Strong interpersonal skills because multiple people work together to service clients.
• Demonstrate a high standard for excellence and high quality and meeting clients needs.

Education:

• BA or BS degree or equivalent combination of relevant education and experience.
• MBA a plus

Experience:

• Typically requires 4+ years of Account Management or Sales experience within the healthcare delivery or billing systems. Experience in Pharmacy or Pharmacy Benefits Management industry are extremely beneficial to help apply knowledge to this role.
• Leadership experience a plus

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, pleaseclick here.

Our Base Pay Range for this position

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson's full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

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