Account Operations Manager, Central Region

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the onboarding requirements specific to the institution and create tailored workflows to meet each account's operational and clinical needs.

• Facilitate virtual or in-person training sessions and ensure readiness for go-live during diagnostic integrations.

• Utilize expertise in hematologic disease biology, specimen handling, and MRD testing guidelines.

• Assist internal teams and external stakeholders in aligning workflows with clinical standards and institutional protocols.

• Collaborate with sales and customer operations to ensure effective communication with clinicians and their teams.

• Partner with sales, field medical, reimbursement, digital health, and customer operations to develop account strategies and achieve business objectives.

• Aid EMR integration initiatives alongside technical teams and set integration targets.

• Support customers in utilizing embedded decision support tools; facilitate training, ensure integration go-live readiness, and optimize workflows.

• Provide constructive feedback to shape future integration strategies.

• Cultivate strategic relationships with customers and enhance satisfaction.

• Inform customers about new support offerings.

• Deliver insights regarding prospects and account health; analyze trends and track account performance metrics.

• Offer training and mentorship to new members of the Account Operations team.

• Encourage collaboration, growth, and ongoing improvement across the team.

• Carry out additional duties as assigned.

⛳️ Requirements

• Bachelor's degree plus 7 years of relevant experience in healthcare operations, customer service, account management, or the diagnostics/biotech industry.

• Master's degree plus 5 years of relevant experience in healthcare operations, customer service, account management, or the diagnostics/biotech industry.

• Strong focus on customer and patient care with a demonstrated understanding of HIPAA regulations.

• Familiarity with EMR/EHR systems, LIS platforms, and the healthcare infrastructure.

• Experience in navigating complex workflows and providing support to academic, community, and integrated delivery network healthcare organizations.

• Excellent and professional communication skills for both internal cross-functional partners and external customers.

• Proven capability to work in a team-oriented environment and influence results within a matrixed organization.

• High attention to detail and precise data entry skills.

• Ability to independently and proactively manage multiple tasks to completion in a fast-paced environment.

• Recognized for effective operational execution and customer-focused problem-solving.

• 2-4 years of experience in a customer-facing commercial role for a regulated healthcare product is preferred.

• Daily utilization of a computer and virtual communication tools; must be proficient in reading, writing, and communicating clearly in digital formats.

• Adaptive is not currently providing work authorization support for this position.

🏝️ Benefits

• Equity grant.

• Bonus eligibility.

• Some travel required (15 - 20%).

• Adaptive is dedicated to fostering diverse, equitable, and inclusive teams.

• Reasonable accommodation support for disabled job seekers.