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Associate Director, Account Support
CareMetx, LLC. Serve as the primary day-to-day contact for mid-size clients in support of the Account Manager .
About the role
Key responsibilities & impact- Serve as the primary day-to-day contact for mid-size clients in support of the Account Manager
- Manage escalations and coordinate with CareMetx teams for resolution
- Triage, vet, document, and manage client Change Requests
- Manage client expectations and provide timely delivery updates
- Develop trusted-advisor relationships with client stakeholders and executive sponsors
- Develop and execute client success plans
- Oversee assigned programs and ensure products, services, and implementations meet contractual needs and milestones
- Prepare client status dashboards covering status, risks, and next actions
- Lead internal and external cross-functional client status meetings
- Draft and execute Client Authorization Forms for financial approval of changes
- Manage annual budget and contract renewals
- Support quality audits
- Ensure accurate billing setup and follow up on invoice payment
- Analyze program reporting and share insights with internal and external client teams
- Partner with Program Operations to ensure client needs and contractual obligations are met
- Maintain regular and reliable attendance
- Manage adherence program operations, service execution, escalations, status tracking, and communication
- Monitor program quality and SLA compliance
- Maintain and update program reporting
- Build training documents and partner with Document Control
- Monitor trends that trigger training needs
- Build and maintain SOPs, work instructions, call guides, training, and other program documentation
- Oversee documentation compliance across teams
- Serve as the Program SME internally and externally
Requirements
What you’ll need- BS/BA in business, healthcare, computer science or equivalent college degree required
- Master’s degree preferred or equivalent work experience
- 5–8 years of healthcare enterprise software, technology, or operations experience
- 5–8 years’ experience in a Specialty Pharmacy, Pharmaceutical or HUB Services
- Highly fluent in agile development process and product lifecycle management
- Knowledge and experience in sales of healthcare enterprise software, patient services, brand agency or related areas
- Documented track record of managing large, enterprise-wide, complex technology and service programs
- Documented record of meeting and exceeding multi-million-dollar execution/success targets
- Effective verbal, written, and presentation skills
- Account leadership and organization skills
- Effective account representation and collaborative teamwork
- Strong client management, documentation management, and project management skills
- Strong problem-solving and data-analytic skills are a plus
- Knowledge of current best practices in strategic corporate and integrated operations
- Ability to remain seated in a stationary position for prolonged periods
- Good manual dexterity using computers, laptops, mobile devices, and common office equipment
- Must be flexible on schedule and hours
- Travel required
Benefits
Comp & perks- Equal employment opportunity protections
- Reasonable accommodations for individuals with disabilities
- Overnight business travel opportunities