Job Details

Overview

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feeltheir best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

The Sr. Account Manager drives retention and growth through development of account strategies and business relationships with external clients. The focus is on delivering best-in-class service to clients, leading and managing internal and external relationships, as well as developing new business from existing clients. The ability to proactively identify client needs and establish proactive plans will be key. This role will conduct customer consultations, lead applicable negotiations and work with internal partners to support client commitments and contractual deliverables.

Youll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities

• Operational Management:
  • Facilitate/leads all operational ongoing maintenance (benefit updates, file updates, etc.) and ensure it is successfully executed
  • Define, create, execute and train on process improvements and industry best practices
  • Lead 1/1 readiness activities; lead daily 1/1 updates/progress reports with client and internal functional partners
  • Create and facilitate training of all OptumRx client-facing systems and tools
  • Initiate end-to-end operational readiness project plans, including task duration, sequence, team resourcing, and dependencies, while managing projects to full execution
  • Own the day-to-day service experience of customers by working with the Operations Team and other partners to ensure issues are resolved promptly and meet customer expectations
  • Lead resolution of escalated requests by working with the Operations Service Team and conducting customer consultations as required
  • Develop and maintain solid relationships with internal Operations Service Team partners to manage customer service experience
  • Coordinate activities to support impact reporting, root cause analysis, and full remediation
  • Develop, negotiate, analyze, interpret, and implement SOPs and reporting
  • Proactively identify and lead process improvements based on client feedback and internal hurdles
  • Initiate end-to-end operational readiness project plans and manage projects to full execution
  • Recognize cost avoidance opportunities and offer solutions
  • Mentor to Account Manager and CSM roles
  • Seek stretch opportunities to expand knowledge and skillsets
• Client Relationship Management:
  • Establish and maintain solid relationships with customers to drive client satisfaction
  • Maintain client action logs and facilitate regular discussions to review
  • Conduct meetings with customers to identify issues/trends and analyze root causes for corrective actions
  • Demonstrate a high level of knowledge pertaining to the customers specific benefit design
  • Develop, negotiate, interpret/translate, communicate, and execute client requirements
  • Recognize, anticipate and manage downstream impacts to ensure project success and client satisfaction
  • Demonstrate a high level of industry knowledge; act as a consultative resource for best practices

Competencies

Behavioral

• Critical thinking
• Problem solving
• Conflict resolution (internal & external)
• Solid written and verbal communication skills
• Project Management
• Strategic consultation

Technical

• Chief of Staff responsibilities
• Proficient in Microsoft applications
• Experience with PBM tools to drive operational activities and ability to teach tools to others

Qualifications

Required Qualifications:

• 5+ years of external client-facing Healthcare Account Management
• 3+ years of Project Management experience (PBM/Health Plan preferred)
• 3+ years of experience in tracking and planning projects, working with large data sets, and making data-driven analytical decisions
• Experience with 1.1 PBM client readiness
• Med D/Medicaid; experience with CMS and their relation to the pharmacy benefit
• Material creation and presentation facilitation for executive audiences
• Experience leading and developing large project timelines and cross-functional project teams to meet deadlines
• Ability to coordinate and execute mitigation strategies and issue management with internal partners

Preferred Qualifications:

• 3+ years PBM project management experience
• Governance PMO experience
• Experience with Microsoft Project or Smartsheets
• Experience in Service Now Dashboards
• KPI creation, measuring and reporting
• Experience and understanding of PBM Client impact reporting, root cause analysis and full remediation
• Med D/Medicaid; understands CMS compliance requirements and relationship to STAR ratings; delivers guidance memos to clients; leads activities related to Corrective Action Plans (CAPs); provide consultative support to clients

All remote employees must adhere to UnitedHealth Groups Telecommuter Policy.

California, Colorado, Connecticut, Hawaii, Maryland, Nevada, New Jersey, New York, Rhode Island, Washington, Washington, D.C. Residents Only: The salary range for this role is $88,000 to $173,200 annually. Pay is based on factors including local labor markets, education, work experience, certifications, etc. UnitedHealth Group offers a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution. Benefits subject to eligibility requirements.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool is collected. The posting may close early due to volume of applicants.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. Diversity and equal opportunity are core to our values. UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. This is a drug-free workplace; candidates are required to pass a drug test before beginning employment.