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Account Supervisor, Client Services - Payer Communications & Patient Support

Citrus Health Group is seeking a proactive, solutions-oriented Account Supervisor to manage day-to-day client services across payer communications and patient support programs. This role is responsible for running the daily business on assigned accounts, nurturing client relationships, and ensuring high-quality, on-strategy deliverables that support access, affordability, and adherence goals for our pharmaceutical and biotech clients.

The Account Supervisor partners closely with strategy, medical, creative, and project management colleagues and typically supervises one or more junior team members (e.g., Senior Account Executive, Account Executive).

Key responsibilities

Client account management

• Serve as primary day-to-day contact for assigned payer and patient support clients, ensuring satisfaction, retention, and consistent delivery against objectives.
• Maintain a strong understanding of client brand, market access priorities, and patient support needs; proactively flag risks and opportunities.
• Lead routine client status meetings and project check-ins, including creation/distribution of status reports and contact reports with clear decisions, next steps, and owners.
• Act as liaison between client and internal teams, consolidating feedback and providing timely, solution-oriented guidance to keep work moving forward.

Payer communications and patient support focus

• Support development and execution of payer-focused tools (e.g., access resources, payer decks, pull-through materials, reimbursement guides) in alignment with brand and access strategies.
• Help guide patient support and HUB communications (e.g., enrollment materials, onboarding journeys, adherence support content, affordability messaging) to ensure clarity, empathy, and compliance.
• Develop working knowledge of client coverage dynamics, reimbursement pathways, and patient journey challenges to inform tactical recommendations.
• Collaborate with strategy, medical, and creative teams to ensure payer and patient insights are reflected in briefs, messaging, and program planning.

Project oversight and operational excellence

• Manage day-to-day execution across multiple workstreams, ensuring projects are delivered on time, on budget, and on strategy.
• Partner with project management to build timelines, track milestones, manage scope changes, and communicate implications and options internally and with clients.
• Review key deliverables (e.g., decks, journey maps, pull-through tools, digital assets, training materials) for quality, accuracy, and alignment with client expectations and regulatory standards.
• Adhere to Citrus Health Group processes, documentation standards, and compliance requirements across assigned accounts.

Financial management

• Maintain fiscal oversight of assigned projects, including supporting estimate development, monitoring hours, and tracking budget vs. actuals with project management and finance.
• Support revenue forecasting for assigned brands, flagging risks, gaps, and opportunities in a timely manner.
• Help manage scope and profitability by contributing to change orders and clearly communicating cost/timing implications of out-of-scope requests.

Team leadership and collaboration

• Supervise and mentor junior account staff (e.g., SAE, AE), providing clear direction, feedback, and day-to-day guidance on priorities and deliverables.
• Delegate appropriately while ensuring quality standards are met and team members are set up for success.
• Foster collaborative, solution-focused ways of working across medical, creative, strategy, and project management partners.
• Contribute to a positive, inclusive team culture by modeling professionalism, accountability, and support for workload balance.

Growth and agency contribution

• Identify and help shape organic growth opportunities within existing payer and patient support accounts (e.g., new tactics, additional brands, new stakeholders).
• Support new business efforts as needed, including background research, input into decks, and participation in internal rehearsals.
• Stay current on trends in market access, payer policy, HUB services, affordability challenges, and patient support models, bringing relevant POVs and ideas to clients and internal teams.

Qualifications

• Bachelor's degree required; concentration in marketing, communications, life sciences, health policy, or related field preferred.
• Approximately 4-6 years of progressive account management/client services experience in healthcare communications, market access/payer, or patient support/PSP agency environments (or equivalent).
• Demonstrated experience managing day-to-day client relationships and multi-channel projects in a pharmaceutical/biotech context.
• Solid understanding of market access and patient support fundamentals (e.g., coverage, reimbursement, PA/appeals, HUB services, copay programs, adherence barriers) and how these translate into effective communications.
• Proven ability to manage project budgets, timelines, and competing priorities in a fast-paced environment.
• Experience supervising or mentoring junior team members within an agency or similar setting.
• Excellent verbal, written, and presentation skills, with confidence facilitating client meetings and internal work sessions.
• Proficiency in Microsoft PowerPoint and Excel; comfort using other tools to develop client-ready materials, trackers, and reporting.
• High integrity, attention to detail, and a collaborative mindset aligned with Citrus Health Group's culture and values.