Special Projects - Account Manager

Position Summary

The Special Projects Account Manager works with the Manager, Special Projects, SC Managers, and Sales Leadership to administer the Specimen Collector (SC) network and serves as the internal point of contact for assigned accounts.

This role maintains accurate SC assignment records and administrative systems, coordinates daily requests across departments, and recommends ways to improve network efficiency and utilization. It also coordinates the timely retrieval and submission of complete, compliant medical records requested by payers, tracks requests and outcomes, and escalates delays or recurring gaps to Leadership.

In addition, the role supports the rollout of payer-specific prior authorization requirements by scheduling and delivering training, supporting pilot programs, documenting procedures (SOPs), and maintaining a Payer Playbook.

Key Responsibilities

SC Network Administration

• Serve as the internal point of contact for assigned accounts, in coordination with SC Managers and Sales Leadership.
• Maintain current data and records on SC assignments, and note opportunities to improve network efficiency and utilization.
• Manage routine administrative tasks for designated accounts, including Apollo task maintenance, SC login information, and timely updates to all systems (LIMS, CareEvolve, Apollo, and the Ordering System).
• Maintain ongoing communication with assigned accounts by email and phone.
• Coordinate with other departments to resolve SC requests and inquiries, providing clear, actionable information.

Medical Records Coordination

• Coordinate with internal Specimen Collectors/Managers and client locations to obtain medical records requested by payers.
• Verify that records are complete and compliant, and submit them through Quadax/SFTP or other designated channels within payer deadlines.
• Log and track each request, its completion status, and turnaround time.
• Escalate delays, trends, or recurring gaps to Leadership to support client and SC education.
• Keep accurate documentation of all records retrieval activity and outcomes.

Prior Authorization Support

• Assist with implementing prior authorization requirements for clients and Specimen Collectors/Managers.
• Support training for SCs and client staff on payer-specific requirements and documentation standards.
• Take part in prior authorization pilot programs and collect and record feedback from clients and SCs.
• Draft and maintain internal and external SOPs for prior authorization processes, including payer-specific guidelines.
• Help maintain the Payer Playbook outlining prior authorization requirements and documentation standards.

Additional Duties

• Participate in process improvements, including process definition, measurement, and implementation of controls.
• Support special projects focused on educating clients, Specimen Collectors/Managers, and Sales Leadership.
• Contribute to team efforts that meet departmental and company goals.
• Share knowledge and skills with colleagues.
• Follow all safety guidelines and report safety concerns to a supervisor.
• Perform other duties as assigned.