Job Function:
Customer Management
Job Sub Function:
Customer Service Operations
Job Category:
Professional
All Job Posting Locations:
Shepherdsville, Kentucky, United States of America, Somerset, New Jersey, United States of America, Titusville, New Jersey, United States of America
Job Description:
Position summary:
The Revenue Reconciliation Analyst is responsible for end-to-end management of revenue reconciliation activities for assigned Innovative Medicine customer accounts, including the investigation, analysis, and timely resolution of customer deductions, claims, and delivery service issues (DSIs).
This role provides superior customer service by building strong, collaborative relationships with external customers and internal business partners, while developing a deep understanding of customer business practices, contractual agreements, and internal policies.
The Analyst partners closely with Trade, Finance, Customer Service, and other cross-functional stakeholders to resolve complex issues, maintain account health, and drive customer-specific action plans. This role also leads efforts to minimize deductions and DSIs through root cause analysis and process improvement initiatives, ensuring alignment to financial objectives and operational goals.
All activities are performed in compliance with company policies and regulatory requirements, including SOX controls, and applicable FDA and DEA guidelines, ensuring strong financial governance and audit readiness.
Essential duties and responsibilities:
Account Ownership & Revenue Management
- Own and manage a portfolio of customer accounts with full accountability for deduction resolution, DSI management, and overall account health
- Investigate, analyze, and resolve complex deductions, chargebacks, shortages, pricing discrepancies, and other claims
- Manage the lifecycle of DSIs, including identification, validation, escalation, and resolution in alignment with internal governance processes
- Maintain accurate account balances, including aged deductions, open credits, offsets, and unapplied cash
- Ensure timely resolution of items in line with departmental KPIs (e.g., aging, DSO, open deduction balances)
Analytics & Root Cause Identification
- Analyze deduction and DSI trends to identify systemic issues, leakage points, and process gaps
- Perform root cause analysis and partner with stakeholders to implement corrective and preventive actions
- Leverage SAP, Excel, and digital tools (including advanced analytics and AIenabled insights where applicable) to generate actionable insights and support data-driven decision making
- Support development and enhancement of dashboards and reporting to improve business visibility
Cross-Functional Partnership
- Partner with Trade, Finance, Customer Service, Pricing, and other stakeholders to resolve issues and align on customer-specific strategies
- Engage directly with external customers to investigate discrepancies and negotiate resolution outcomes where appropriate
- Influence stakeholders across a matrixed organization to drive accountability and timely issue resolution
Process Improvement & Initiatives
- Identify and lead process improvement initiatives to reduce deductions and DSIs and improve operational efficiency
- Identify and drive digital enablement opportunities, including automation, standardization, and enhanced reporting to improve efficiency and reduce manual effort
- Leverage emerging technologies (e.g., advanced analytics, automation tools, AI-assisted insights) to optimize deduction and DSI management processes
- Support and lead customer-specific initiatives, contract alignment efforts, and OGSM-driven priorities
- Apply process excellence methodologies to improve workflows and outcomes
Compliance, Controls & Audit
- Ensure all activities are executed in compliance with company policies, SOPs, and regulatory requirements (SOX, FDA, DEA, GMP as applicable)
- Maintain audit-ready documentation supporting all deduction and DSI resolutions
- Support internal and external audits by providing documentation, data, and explanations of account activity
- Adhere to financial controls, approval matrices, and governance frameworks
Stakeholder Communication & Reporting
- Prepare and present account insights, trends, and action plans to internal stakeholders at various organizational levels
- Communicate risks, aging exposure, and financial impacts clearly and proactively
- Provide regular updates on KPIs and account performance
Team Contribution & Leadership
- Serve as a subject matter expert (SME) within revenue reconciliation processes, systems, and account management
- Support onboarding, training, and knowledge sharing for new team members
- Provide guidance and informal coaching to junior team members
- Contribute to team workload management, process standardization, and continuous improvement culture
- May require occasional travel (<15%) for training, customer engagements, or cross-functional initiatives
Essential knowledge and skills:
Required:
- Bachelors degree (Finance, Business, or Supply Chain preferred)
- 2+ years of experience in revenue reconciliation, deduction management, accounts receivable, or related field
- Proficiency in MS Excel (e.g., pivot tables, XLOOKUP/VLOOKUP, data analysis), Word, and PowerPoint
- Digital and data-driven mindset, with ability to leverage tools and emerging technologies to drive business outcomes
- Proven analytical and problem-solving skills with ability to manage complex issues
- Strong collaboration skills and ability to influence without authority
- Strong communication and stakeholder management skills
- Ability to work independently, prioritize workload, and manage multiple priorities
Preferred:
- Experience working with major pharmaceutical distributors
- Experience with SAP, Salesforce, or similar systems
- Knowledge of DSI management processes and revenue cycle governance
- Familiarity with SOX controls, financial compliance, and audit environments
- Experience in Order-to-Cash, Customer Service, or Supply Chain operations
- Finance knowledge and/or work experience preferred in any of the following areas: accounts receivable, deduction management, or collections
- Exposure to process improvement methodologies (Lean, Six Sigma, FPX)
- Exposure to automation, advanced analytics, or AI-enabled tools in operational or finance environments
Required Skills:
Preferred Skills:
Analytical Reasoning, Business Behavior, Customer Centricity, Customer Intelligence, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Data Analysis, Execution Focus, Issue Escalation, Mentorship, Order Processing, Service Excellence, Service Request Management
The anticipated base pay range for this position is :
$65,000.00 - $104,650.00
Additional Description for Pay Transparency:
