Sr. Account Operations Manager - Prior Authorization Network

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care.What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.The Senior Account Operations Manager – PA Network plays a key role in managing complex customer relationships for CoverMyMeds solutions that support pharmacy clients and prior authorization services. This role serves as a primary operational contact for a portfolio of pharmacy customers, including national and regional pharmacy chains and pharmacy management system/software vendor platforms.In this role, you will help ensure customers receive value from the services they have contracted for, maintain strong day-to-day operational execution, and support healthy program performance. The ideal candidate brings strong client-facing account management experience, sound judgment, data fluency, and the ability to manage escalations and customer conversations with professionalism and confidence.This position partners closely with cross-functional teams across CoverMyMeds and McKesson to resolve issues, monitor program performance, support contracted deliverables, and advocate for customer needs while balancing operational execution and business objectives.What You’ll Do:Serve as the primary point of contact for day-to-day operational management of a portfolio of complex customer accounts and programsManage a book of business that may include approximately 15 to 25 customer accounts, balancing urgency, customer needs, program performance, and business impactPartner with pharmacy clients, including retail, national, and regional chains, as well as pharmacy management system or software vendor platforms, in support of prior authorization servicesSupport customers using CoverMyMeds prior authorization solutions and services connected through the Relay Health switchOwn execution of contractual deliverables, helping ensure programs are running according to contract terms, billing expectations, timelines, and customer requirementsAct as a point of escalation for customer program concerns by investigating issues, coordinating with internal partners, and communicating outcomes clearly and professionallyUse data, reports, and program performance insights to identify trends, surface opportunities, and help tell a clear story to customers and internal stakeholdersLead or participate in customer meetings, business reviews, and performance discussions focused on outcomes, program health, and future opportunitiesMaintain account plans and customer information using Salesforce and other internal tools, ensuring account details, program activity, and follow-up items remain current and organizedCollaborate cross-functionally with internal teams such as implementation, client support, sales, product, analytics, technology, and other business partners to resolve issues and improve the customer experiencePromote continuous improvement by identifying process enhancements, operational risks, and opportunities to improve service delivery for customerBasic Requirements:Bachelor’s degree in a related field or an equivalent combination of education and relevant experience, and typically requires 4+ years of experience in account operations, account management, customer success, sales, or a closely related client-facing roleExperience managing customer relationships in a fast-paced environment where responsiveness, follow-through, prioritization, and sound judgment are criticalAbility to communicate effectively with both technical and non-technical audiences, translating program information, data, and operational details into clear business termsStrong organizational skills with the ability to manage multiple accounts, deliverables, escalations, and follow-up items without losing sight of customer commitmentsPreferred Skills/Experience:Experience managing complex or high-value customer relationships, strategic accounts, or large books of businessBackground in healthcare, health technology, pharmacy, pharmacy benefits management, claims adjudication, reimbursement, prior authorization, or related pharmacy market environmentsFamiliarity with pharmacy clients, pharmacy management systems, pharmacy network operations, or services delivered through pharmacy technology platformKnowledge of NCPDP standards is a plus, particularly as they relate to claims adjudication and pharmacy transaction formattingExperience analyzing data, identifying trends, and translating insights into customer-friendly narratives or business recommendationsExperience conducting or supporting business reviews, quarterly business reviews, program performance conversations, or executive-level customer discussionsExperience using CRM platforms such as Salesforce, as well as reporting or analytics tools such as Tableau, Excel, PowerPoint, or proprietary business applicationsAbility to influence without authority and partner effectively across product, analytics, technology, sales, implementation, support, and other internal teamsAbility to handle escalations, difficult customer conversations, operational issues, and program concerns with composure, professionalism, and a consultative mindsetPharmacy or pharmacy technician experience is a plus, but not requiredWe are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.Our Base Pay Range for this position$75,800 - $126,300McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson’s (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind:McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.McKesson job postings are posted on our career site: careers.mckesson.com.McKesson is an Equal Opportunity EmployerMcKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States) View email address on click.appcast.io or (Canada) View email address on click.appcast.io. Resumes or CVs submitted to this email box will not be accepted.Join us at McKesson!SummaryLocation: USA, OH, Columbus; Irving, TX, USA - 6555 North State Highway 161 (P001); Atlanta, GA, USA - 2 National Data Plaza NE (8821); Alpharetta, GA, USA - 1110 Sanctuary (C099)Type: Full time