Marlene Clarke
Atlanta,GA
Summary
Purposeful professional with over a decade of experience in healthcare and pharmaceuticals. Known for managing high-value client relationships, achieving 100% retention, and driving revenue growth. Skilled in strategic business reviews, streamlining billing processes, and generating insightful reports. Specializes in contract negotiation, leading efficient support teams, and designing client retention programs. Proven collaborator with cross-functional teams, adept in data analysis, project management, and strategic planning. Committed to operational excellence and fostering a positive work environment.
Overview
18
18
years of professional experience
Work History
Sr. Account Operations Manager
CoverMyMeds, McKesson Corporation
01.2015 - Current
- Achieved a 100% retention rate while strategically managing relationships with buying groups, micro-chains, and corporate pharmacy chain partners, contributing to an annual revenue over $300M
- Led the development and presentation of the strategic business performance review presentation deck for the pharmacy chain, facilitating effective communication of key insights to stakeholders
- Analyzed and improved the billing process, collaborating with the billing team to implement enhancements that significantly reduced billing discrepancies
- Generated monthly Accounts Receivable dashboard reports for the Account Management team using SAP Invoice Management software
- Analyzed customers’ ROI to effectively gauge program performance and results
- Ongoing collaboration with product managers, sales, marketing, and operations teams to assess solutions to establish processes for program development
Communities Pharmacies Account Manager
RelayHealth, McKesson Corporation
01.2013 - 01.2015
- Led efforts to manage customer relationships with independent pharmacy accounts, resulting in a significant increase in the retention rate from 50% to 89%, by effectively overseeing the customer relations of 5000+ pharmacy partners with over $20M in annual revenue
- Demonstrated exceptional customer support to Independent Pharmacy Owners and Managers, serving as a model for the team
- Generated and reviewed pharmacy program analysis reports with individual pharmacy partners, providing valuable insights and recommendations for performance improvement
- Designed and implemented client retention programs, effectively managing, and tracking customer base growth
- Developed and established support documents for sales and marketing tailored to the unique needs of independent pharmacies
Sr. Hospice Account Manager & Team Lead
ProCareRx PBM
01.2007 - 01.2012
- Managed the development and implementation of client-specific business plans, cost analyses, and utilization reports, ensuring alignment with organizational objectives
- Reviewed and managed hospice and pharmacy contracts to establish and oversee pharmacy networks to enhance service delivery
- Successfully negotiated cost-effective pharmacy rates for hospice insurance plans, demonstrating strong contract management skills
- Supervised, mentored, and trained a six-member support team, empowering them to efficiently manage individual hospice partner accounts and achieve performance targets
- Established and implemented call center procedures for the support team, optimizing operational efficiency and service quality
- Organized and managed comprehensive training for the customer management team, achieving a 99% utilization rate for implemented solutions and significantly enhancing overall performance
Education
Graduate Certificate - Accounting
Southern New Hampshire University
Master’s Degree - Healthcare Administration
University of Arizona Global Campus
Bachelor’s Degree - Healthcare Administration
The University of Arizona Global Campus
Associate’s Degree - Business Management
Dekalb Technical College
Skills
- Customer Satisfaction
- Cost Control
- Process Improvement
- Instruction & Mentorship
- Workflow Optimization
- Team Development
- Microsoft Office Expertise
Operations Management
- Resource Management
- Decision Making
- Risk Management
- Interdepartmental Collaboration
- Conflict Resolution
- Performance Enhancement
- Reporting & Documentation
- Operational efficiency
Timeline
Sr. Account Operations Manager
CoverMyMeds, McKesson Corporation
01.2015 - Current
Communities Pharmacies Account Manager
RelayHealth, McKesson Corporation
01.2013 - 01.2015
Sr. Hospice Account Manager & Team Lead
ProCareRx PBM
01.2007 - 01.2012
Master’s Degree - Healthcare Administration
University of Arizona Global Campus
Bachelor’s Degree - Healthcare Administration
The University of Arizona Global Campus
Associate’s Degree - Business Management
Dekalb Technical College
Graduate Certificate - Accounting
Southern New Hampshire University
Similar Profiles
Eric LeonardEric Leonard
Healthcare Case Manager - Oncology at McKesson Corporation - CoverMyMedsHealthcare Case Manager - Oncology at McKesson Corporation - CoverMyMeds
Heather Joy PowellHeather Joy Powell
Social Resource Specialist at CoverMyMeds - McKessonSocial Resource Specialist at CoverMyMeds - McKesson
Ashlei QuickAshlei Quick
Sr. Associate Technical Trainer at McKesson/CoverMyMedsSr. Associate Technical Trainer at McKesson/CoverMyMeds
Keilah YisraelKeilah Yisrael
Rural Mail Carrier Associate at USPSRural Mail Carrier Associate at USPS
ANDREA WADDY-WILLISANDREA WADDY-WILLIS
Fiscal & Compliance Director at Georgia Vocational Rehabilitation Agency (GVRA)Fiscal & Compliance Director at Georgia Vocational Rehabilitation Agency (GVRA)