Account Operations Manager – West Region

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

📋 Description

• Oversee onboarding requirements specific to the institution and create tailored workflows for each account.

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

• Utilize expertise in hematologic disease biology, specimen management, and MRD testing protocols.

• Assist internal teams and external stakeholders in aligning workflows with established standards of care and institutional practices.

• Collaborate with sales and customer operations to effectively communicate with clinicians and their teams.

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

• Contribute to priority internal initiatives that require customer engagement and feedback.

• Aid in EMR integration efforts and connect with current and potential integration targets.

• Support customers in utilizing embedded decision support tools and facilitate integrated workflow optimization.

• Provide insights to shape future integration strategies.

• Establish and nurture strategic customer relationships to enhance satisfaction.

• Inform customers about new support offerings.

• Offer timely insights regarding prospects and account health.

• Analyze trends and provide business context for growth initiatives.

• Track account performance metrics and suggest operational improvements.

• Train and mentor new members of the Account Operations team.

• Execute any other duties as assigned.

⛳️ Requirements

• Bachelor's degree with 7 years of relevant experience, or a Master's degree with 5 years of relevant experience, in healthcare operations, customer service, account management, or diagnostics/biotech.

• Strong focus on customer and patient needs, with a solid understanding of HIPAA regulations.

• Knowledge of EMR/EHR systems, LIS platforms, and healthcare infrastructure.

• Experience in navigating intricate workflows and supporting academic, community, and integrated delivery network healthcare organizations.

• Proficient in professional communication with both internal cross-functional teams and external customers.

• Ability to thrive in a team environment and influence outcomes within a matrixed organization.

• High attention to detail and excellent data entry skills.

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

• Proven operational execution and customer-centric problem-solving skills.

• Willingness to travel 15–20% of the time.

• Daily use of computers and virtual communication; ability to read, write, and communicate clearly in digital formats.

• The employer is not currently sponsoring candidates who require work authorization support.

• Preferred: 2–4 years of previous customer-facing commercial experience in a regulated healthcare product.

🏝️ Benefits

• Equity grant

• Bonus eligibility

• Remote work options

• Virtual communication tools

• Opportunities for 15–20% travel