"A Day in the Life" videoThe Account Manager manages a portfolio of residential and healthcare partner accounts, including assisted living homes, group homes, center partners, outpatient clinics, substance abuse facilities, and other community-based settings. Serving as a primary liaison between Genoa Healthcare, pharmacy operations, and client partners, this role focuses on relationship management, proactive account support, and timely resolution of service, operational, and billing issues to maintain and grow the business.
The Account Manager works closely with pharmacy, billing, operational, and business development teams to support onboarding, retention, service continuity, growth metrics. Responsibilities include maintaining a quarterly outreach cadence through site visits and remote follow-up, vaccination support, assisting with invoice and past-due account follow-up, and helping deliver a responsive, relationship-centered client experience.
If you reside in WV, SWVA, Eastern KY, and Greater Raleigh, NC , you'll enjoy the flexibility to telecommute* as you take on some tough challenges.
Primary Responsibilities: Client Relationship Management- Serve as the primary relationship owner for assigned residential and healthcare partner accounts, supporting retention, service continuity, and growth
- Build strong relationships with facility staff, pharmacy teams, and key contacts through consistent communication and follow-through
- Maintain a consistent quarterly outreach cadence through in-person or virtual visits, phone calls, text messages, or email based on account needs and preferences
- Act as the point of escalation for service, operational, and billing concerns, working between facilities and pharmacies to reach timely, practical resolutions
Growth & Business Development- Identify opportunities to strengthen existing accounts through responsive service, improved coordination, and consistent relationship management
- Partner closely with business development representatives and pharmacy teams to support smooth onboarding and successful integration of new accounts leading to future full ownership of those accounts
- Proactively identify account risks, service gaps, and relationship concerns early so they can be addressed before they affect retention and growth
- Maintain an organized territory coverage plan that supports regular site visits, balanced travel scheduling, and timely follow-up across assigned markets
Account Oversight & Operational Support- Own performance across assigned accounts by supporting retention, service continuity, responsive account management, and growth
- Monitor account activity, service issues, billing needs, and follow-up requirements to help ensure timely support for each site
- Use available account information, statements, and site-level details to guide outreach priorities and support problem-solving with internal teams
Cross-Functional Collaboration- Serve as a liaison between pharmacy operations, billing, business development, and client partners to align account needs and next steps
- Assist and support the BDR in the coordination of onboarding activities for new accounts and support implementation tasks that help accounts transition smoothly
- Ensure timely communication, documentation, and follow-up with internal stakeholders and external account contacts after visits, calls, and issue escalations
Client Engagement & Education- Educate account partners on available services, pharmacy processes, billing follow-up, and operational expectations to support effective collaboration
- Coordinate client-facing activities such as site visits, outreach, and immunization events
- Share observations from the field with internal teams and recommend practical solutions that reflect account needs, service trends, and operational realities
Performance Metrics (KPIs)Success in this role will be measured through relationship strength, account retention, outreach consistency, growth, and operational follow-through across assigned accounts, including:
- Account Retention and Growth: Retention rate of assigned accounts and continuity of service support to enact growth of this account
- Quarterly Outreach Completion: Percentage of assigned accounts receiving scheduled visits or other quarterly touchpoints
- Issue Resolution Effectiveness: Timeliness and quality of follow-up on service, operational, and billing concerns
- Billing Follow-Up: Completion of invoice, statement, hard hold, and past-due follow-up activities assigned
- Onboarding Support: Successful coordination and follow-through for new account transitions
- Account Responsiveness: Timely communication and documented follow-up after visits, calls, and escalations
- Client Satisfaction: Feedback from facilities, pharmacies, and partners regarding service support and relationship management
- Scheduling Effectiveness: Ability to maintain organized travel plans, account coverage, and regular contact across assigned territories
- Operational Support: Consistent coordination of site needs, flu clinic support, and account-related tasks in partnership with internal teams
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:- 6+ months of experience building external client relationships and coordinating across internal teams to resolve issues and support account needs
- 4+ years of experience supporting pharmacy or healthcare operations
- 4+ years of experience in pharmacy or healthcare account management, in a client-facing support role
- Access to reliable transportation and valid US driver's license with the ability to travel regularly up to 75% of the time to customer sites while managing a structured field schedule
Preferred Qualifications:- Experience supporting residential, behavioral health, outpatient, substance use disorder, or other community-based healthcare accounts
- Licensed Pharmacy Technician
- Experience with invoice support, billing follow-up, account onboarding, or related operational coordination activities
- Experience coordinating healthcare related events
- Proficiency with MS Office
Soft Skills:- Strong history of working with multiple stakeholders in a fast-paced healthcare environment, including the ability to multitask, problem-solve and prioritize
- Strong organizational skills, including territory planning, visit scheduling, and documentation of account follow-up
*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $29 - $52 per hour based on full-time employment. We comply with all minimum wage laws as applicable.
