Account Manager

Account Manager

Reports to: VP, Strategic Accounts

Peer Roles: Care Coordinator Team, Client Operations

Direct Reports: None

I. Role Summary

The Account Manager supports the management, retention, and growth of Pharma Strategies' client and PBM relationships. This role is responsible for day-to-day account coordination, partner communication, onboarding support with enrollment, program reporting, and follow-up activities that help clients successfully adopt and expand the Enhanced Care Management Program (ECMP).

Working under the direction of the VP of Strategic Accounts, the Account Manager helps maintain strong client relationships by responding to routine requests, coordinating internal resources and pharmacy partner, monitoring account activity, disseminating weekly reports, and ensuring that commitments and next steps are completed on time.

This role collaborates closely with the Care Coordinator Team, Strategic Accounts including PBM partners and Pharmacy partners, Client Operations, Technical Operations, and Business Development to support successful partner implementation, ongoing program adoption, and account growth.

II. Primary Responsibilities

Account Coordination and Support

• Support the VP of Strategic Accounts in managing relationships with PBMs, employer groups, and other client partners, including network pharmacies.
• Serve as a market-facing ambassador for ECMP and Pharma Strategies’ mission, representing the company with professionalism and communicating the program’s value to clients and partners.
• Serve as a day-to-day contact for routine client questions, requests, and follow-up activities.
• Coordinate client meetings, prepare agendas, support Director of Patient Onboarding for weekly touchpoint calls. Document meeting notes and distribute action items.
• Track account commitments, deadlines, open issues, and next steps.
• Escalate strategic, technical, or operational opportunities to the appropriate leader.

Client and PBM Retention

• Help monitor the health, satisfaction, and engagement of assigned accounts.
• Maintain and initiate regular communication with client contacts and respond to requests in a timely, professional manner.
• Track enrollment performance and other assess account risks.
• Gather client feedback and share relevant insights with internal teams.

Program Adoption and Growth

• Monitor ECMP adoption, enrollment, and engagement across assigned accounts.
• Prepare routine account updates, enrollment reports, and performance summaries
• Identify participation trends, gaps, and potential opportunities for increased adoption. Monitor members through the ECMP patient journey.
• Coordinate outreach and follow-up activities that support employer-group enrollment and engagement.
• Share observations and potential growth opportunities with the VP of Strategic Accounts.

Reporting and Documentation

• Maintain accurate and current client records, contact information, meeting notes, action items, and account plans.
• Assist with recurring client reports, presentation materials, and internal account reviews, including Quarterly Business Reviews.
• Maintain organized documentation in approved company systems.
• Handle client and program information in accordance with applicable privacy, security, and confidentiality requirements.

SOP and Process Support

• Follow established standard operating procedures for partner onboarding, account management, and group expansion.
• Support consistent execution of account management workflows as the organization grows.
• Support the VP of Strategic Accounts in developing, updating, and refining policies, procedures, and workflows by contributing input and assisting with documentation.

Cross-Functional Collaboration

Work closely with:

• VP, Strategic Accounts to execute account strategies, support client relationships, and coordinate growth initiatives.
• Client Operations to ensure services are delivered in alignment with partner expectations.
• Technical Operations to document, track, and resolve system or reporting needs.
• Care Coordinator Team to coordinate client-related service needs and resolve routine issues.

IV. Qualifications

• Bachelor's degree in business administration, healthcare administration, communications, marketing, or a related field preferred.
• One to three years of experience in account management, customer success, client services, project coordination, healthcare, pharmacy benefits, or a related area.
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities, deadlines, and follow-up items.
• Ability to build professional relationships with clients and cross-functional colleagues.
• Proficiency with Microsoft Office tools.
• Experience with CRM, project-management, or client-reporting systems is preferred.
• Interest in healthcare, pharmacy benefits, employer-sponsored health programs, or population health is preferred. Ability to handle confidential information with discretion and safeguard patient information in accordance with applicable privacy requirements and company standards.

V. Core Competencies

• Client service: Responds professionally, follows through on commitments, and helps create a positive partner experience.
• Organization: Maintains accurate records and effectively manages timelines, tasks, and competing priorities.
• Communication: Presents information clearly and adapts communication to internal and external audiences.
• Collaboration: Works effectively across departments to support shared client objectives.
• Problem-solving: Identifies issues, gathers relevant information, and escalates concerns appropriately.
• Accountability: Takes ownership of assigned responsibilities and completes work accurately and on time.
• Learning agility: Quickly develops knowledge of the ECMP, pharmacy benefits, account-management practices, and company processes.

VI. Success Metrics

• Timely and accurate completion of client follow-ups and action items.
• Positive feedback from clients and internal stakeholders.
• Successful and on-time completion of assigned onboarding activities.
• Accuracy and completeness of account records, reports, and meeting documentation.
• Consistent use of approved company systems and established workflows for account tracking, reporting, and documentation.
• Consistent adherence to account-management and onboarding procedures.
• Effective identification and escalation of account risks.
• Growth in ECMP adoption and employer-group participation within supported accounts.
• Strong collaboration with Strategic Accounts, Operations, Technical Operations, Business Development, and Care Coordinator Team.

Pay: $55,000.00 per year

Benefits:

• 401(k)
• Flexible schedule
• Paid time off

Work Location: Hybrid remote in Atlanta, GA 30339