Patient Affordability - Associate Director, Account Management

* Preference given to those that reside in Raleigh/Durham/Chapel Hill, NC Area*

Position Title: Associate Director, Account Management

FLSA Classification
:
Exempt

Reports To: Director, Account Management

The Associate Director, Account Management leads a team responsible for the day-to-day account management of one or more assigned manufacturer client programs, typically aligned to a specific brand or portfolio. Reporting to a Director, Account Management, the role manages Account Managers and Escalation Support Specialists, owns program performance for the assigned client(s), and serves as a key client relationship contact. This is a player-coach role: the Associate Director stays hands-on with program details, adjudication questions, funding cycles, reporting accuracy, and escalations, while developing the team and maintaining the client relationship at the working-leadership level.

The role has no budget authority.

• Own performance and delivery of assigned brands or client programs end to end.
• Ensure service-level agreements and key performance indicators are met, including adjudication accuracy, turnaround times, and reporting deliverables.
• Monitor program metrics daily and weekly; drive corrective action where needed.
• Oversee program changes, from client request through configuration, testing, and confirmation.

• Serve as the day-to-day senior contact for the assigned client(s).
• Prepare and support quarterly business review presentations, maintaining an accurate performance narrative for the program.
• Ensure escalations are resolved and that the team is coordinating cross-functional responses, keeping clients informed with clear, timely communication.
• Build trust with client program managers through responsiveness and command of program detail.
• Manage, coach, and develop account managers and escalation support specialists.
• Distribute workload, manage coverage, and maintain quality standards for client-facing work.
• Onboard new team members on program specifics, tools, and client protocols.
• Promote consistency, documentation discipline, and best practices.

• Partner with Benefit Operations on configuration and adjudication questions and with Implementation on program changes and launches.
• Maintain accurate program documentation, business rules, and client contact protocols.
• Ensure compliance with HIPAA and applicable program regulations.

• Bachelor's degree or equivalent professional experience.
• 6+ years in account management, including 2+ years in a leadership or lead role, within pharmaceutical services, patient affordability, or healthcare.
• Demonstrated client management experience with program-level ownership.
• Working knowledge of copay and patient assistance programs, including claim adjudication basics.
• Strong organizational skills and attention to program detail.
• High degree of proficiency in Microsoft Office Suite (.xls, .ppt, etc.).

• Experience with a specific therapeutic area or manufacturer brand.
• People leadership development or formal management training.
• Certified Pharmacy Technician (CPhT) credential is a plus, given the frequency of client and patient questions involving pharmacy workflows, claim adjudication, and point-of-sale processing.

• Client management
• Team leadership
• Organization
• Problem solving
• Communication

• Prolonged periods of sitting or standing at a workstation and sustained computer use.
• Frequent verbal and written communication, including extended telephone and video conferencing.
• Occasional lifting and transporting of up to 15 pounds (files, equipment, or event materials).
• Travel up to 20%, which may include air travel and overnight stays.
• Remote work requires a suitable, private home work environment with reliable and secure internet connectivity.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.