Citrus Health Group is a new type of agency that brings an empathetic patient focus to the new product commercialization process. Citrus creates hand-picked teams that provide clients with scientific, clinical, pharmacologic, evidence-generation, pricing and reimbursement, market access, affordability, and patient support expertise and experience in their time of need. Client teams are built with talented experts who function as a fluid, agile, and highly energized team.
We are passionate about science; our focus is to effectively communicate science in compelling and engaging ways to drive true value and enable patients to gain access to new medicines. We do so with the highest level of integrity and respect for the ethical nature of our business.
We invite you to join our talented team of dedicated professionals, working closely together to provide the services our clients need, at the time they need them. We are driven by one word, RESPECT. We respect each other, we respect our clients, and we respect the professionals we work with on behalf of our clients. We value every team member and strive for an inclusive and collaborative culture that fosters the best in everyone.
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.
Citrus Health Group is an equal employment opportunity employer and does not discriminate against any applicant because of race, creed, color, age, national origin, ancestry, religion, gender, sexual orientation, gender expression and identity, disability, genetic information, veteran status, military status, application for military service, or any other class protected by state or federal law.
