Account Operations Manager (Southeast)

Bachelors + 7 years of related experience in healthcare operations, customer service, account management, or diagnostics/biotech industry. Masters + 5 years of related experience in healthcare operations, customer service, account management, or diagnostics/biotech industry. Strong customer and patient focus with demonstrated understanding of HIPAA requirements. Familiarity with EMR/EHR systems, LIS platforms, and healthcare infrastructure. Experience navigating complex workflows and supporting academic, community, and integrated delivery network healthcare organizations. Effective and professional communication skills for engagement with both internal cross-functional partners and external customers. Proven ability to work in a team environment and influence outcomes in a matrixed organization. Strong attention to detail and meticulous data entry skills. Ability to autonomously and proactively manage multiple tasks to completion in a dynamic setting. Recognized for operational execution and customer-centric problem solving. 2–4 years of prior experience in a customer-facing commercial role (sales, marketing, or customer support) for a regulated healthcare product preferred. Preferred candidate will be based on the East Coast and available to work hours of 8:30am - 5:00pm EST.

Manage institution-specific onboarding requirements and develop customized workflows. Lead virtual or in-person trainings for key ordering personnel. Support go-live readiness for diagnostic integrations. Apply working knowledge of hematologic disease biology, specimen handling, and MRD testing guidelines. Serve as a resource to internal teams and external stakeholders. Collaborate with sales and customer operations for efficient communication. Partner with sales, field medical, reimbursement, digital health, and customer operations. Act as a liaison to support internal initiatives requiring customer engagement. Support EMR integration efforts by partnering with technical teams. Help customers leverage embedded decision support tools to drive diagnostic adoption. Coordinate ongoing integrated workflow optimization. Build and maintain strategic relationships with customers. Educate customers on new support offerings. Ensure accurate and timely delivery of insights related to prospects and account health. Assist in analyzing trends and providing business context. Monitor account performance metrics. Provide training and guidance to new Account Operations team members. Foster a culture of collaboration, growth, and continuous improvement.