Director, Account Support

From Intake to Outcomes, CareMetx is dedicated to supporting the patient journey by providing hub services, innovative technology, and decision-making data to pharmaceutical, biotechnology, and medical device innovators. CareMetx is a growing organization that has developed an industry leading patient access platform coupled with our service center team. The blend of technology and services is core to our offering for pharmaceutical manufacturers. 

Job Title: Director, Account Support 

Reports to: Account Executive (VP, Sr. Director, Director) 

POSITION SUMMARY:  

The Director, Account Support will play a critical role in the Account Management department. Specifically, the Director, Account Support Director will manage day-to-day program needs through orchestrating, motivating, and liaising between clients and cross-functional internal teams to ensure the timely and successful delivery of our solutions. This hands-on, “roll-up-your-sleeves” position requires a high-energy, well-rounded operational and tech savvy client account management professional.     

PRIMARY DUTIES AND RESPONSIBILITIES: 

• Operate as the primary day to day point of contact for mid-size to large clients as support for the Account Manager 
• Manages escalations and engages with appropriate CareMetx team members for effective resolution. 
• Own effective and timely triage of client requests, including triage, vetting, documentation of Change Requests, managing client expectations for delivery and providing meaningful updates to clients. 
• Develop a trusted advisor relationship with key client stakeholders and executive sponsors; establishes and promotes goodwill with clients. 
• Develop and execute a client success plan for each client. 
• Proactively performs program oversight for assigned book of business - ensures products and services meet the contractual needs, implementations are meeting agreed upon milestones. 
• Prepares regular client status dashboards to support visibility of status, risks, and next actions to broad set of stakeholders, both internal and external 
• Leads and prepares for regular cross functional internal and external client status meetings. 
• Drafts and ensures timely execution of Client Authorization Forms (CAF’s) - financial approval for changes. 
• Ensures timely and comprehensive renewal of annual budgets and contracts for clients.   
• Supports quality with audits as needed. Ensures timely and accurate billing set up, so that invoices are submitted to clients for revenue capture and performs follow-up as needed for payment receipt. 
• Proactively analyzes and synthesizes program level reporting and shares insights with client team both internal and external. 
• Develop a partnership relationship with Program Operations to service clients with accountability that client needs are met, and that Program Operations has full support of the Business Development and Account Management team in executing the terms of the contract. 

Adherence program support, if applicable: 

• Manage program operations success, including proactively monitoring service execution, escalating issues in a timely matter, and tracking and communicating status across program activities. 
• Monitor program quality to ensure a positive client experience and program accuracy output. 
• Oversee and monitor SLA Compliance• Accountable to maintain and update program reporting. 
• Ensure high quality training of staff, including building training documents and partnering with Doc Control 
• Monitor trend output and identify trends that trigger training needs. 
• Build, support, and maintain program documentation (SOP'S, Work Instructions, Call guides, and training) 
• Oversee documentation compliance across teams. 
• Serve as the Program SME, both internally and externally 

Education and Experience: 

• BS/BA in business, healthcare, computer science or equivalent. 
• College degree required; Master’s degree preferred or equivalent work experience. 
• 8+ years of healthcare enterprise software, technology, or operations experience. 
• 8+ years’ experience in a Specialty Pharmacy, Pharmaceutical or HUB Services. 

Minimum Skills and requirements 

• Highly fluent in agile development process and product lifecycle management. 
• Knowledge and experience in sales of healthcare enterprise software, patient services, brand agency or other 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. 
• Ability to communicate effectively through verbal, written and presentation skills. 
• Must have account leadership and organization skills. 
• Must be able to work as an effective account internal representation and collaborative team member. 
• Must have strong client management, documentation management, and project management skills. 
• Must have strong problem solving and data analytic skills are a plus. 
• Must have knowledge of current best practices in all aspects of strategic corporate and integrated operations. 

Physical Requirements: 

• Ability to remain seated in a stationary position for prolonged periods. 
• No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., picking up and computer / laptops) may be required. 
• Good manual dexterity required to use common office equipment (e.g., computers, laptop, and mobile devices) 
• Overnight business travel required. 

Work Environment 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

The noise level in the work environment is usually moderate. 

Schedule 

• Must be flexible on schedule and hours. 
• Travel will be required.  

CareMetx?considers equivalent combinations of experience and education for most jobs. All candidates who believe they possess equivalent experience and education are encouraged to apply. 

At?CareMetx?we work hard, we believe in what we do, and we want to be a company that does right by our employees. Our niche industry is an integral player in getting specialty products and devices to the patients who need them by managing reimbursements for those products, identifying alternative funding when insurers do not pay, and providing clinical services. 

CareMetx?is an equal employment opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race, color, sex, sexual orientation, gender identity, religion, disability, age, genetic information, veteran status, ancestry, or national or ethnic origin.