Note: The job is a remote job and is open to candidates in USA. Optum is a global organization that delivers care aided by technology to help millions of people live healthier lives. The Senior Account Manager will manage ongoing contract relationships and service delivery to clients for one or more accounts, acting as the primary point of contact for overall service delivery and coordinating with other functions to meet client needs. This role involves operational management, client relationship management, and leading process improvements based on client feedback.
Responsibilities
- Facilitate/leads all operational ongoing maintenance (benefit updates, file updates, etc.) & ensure it is successfully executed on
- Own the day-to-day service experience of customers by working with the Operations Team and other functional partners as required to ensure issues are resolved promptly and accurately meeting the customer's expectations
- Leads resolution of all escalated requests by working with the Operations Service Team, and conducting customer consultations as required
- Develop and maintain solid relationships with internal partners in Operations Service Team to manage customer service experience
- Coordinate activities to support impact reporting, root cause analysis, and full remediation
- Ability to develop, negotiate, analyze, interpret, and implement SOPs and reporting
- Coordinate/leads implementation activities for new products and new groups
- Coordinate/leads annual open enrollment activities
- Lead 1/1 readiness activities; lead daily 1/1 updates/progress reports with client and internal functional partners
- Facilitate training of all OptumRx client-facing systems & tools
- Proactively identifies and leads Process Improvements based on client feedback and/or internal breakdowns/hurdles
- Able to initiate project plans and successfully manage projects to full execution
- Recognizes cost avoidance opportunities and offers solutions
- Serves as a mentor to Account Manager and CSM roles
- Seeks stretch opportunities to expand knowledge and skillsets
- Establish and maintain solid and appropriate relationships with customers to maintain consistency and drive client satisfaction
- Maintain client action logs and facilitate regular cadence of discussions to review
- Conduct meetings with customers to identify issues / trends and analyze root causes to determine corrective action steps as necessary
- Demonstrate a high level of knowledge pertaining to the customer's specific benefit design
- Ability to develop, negotiate, interpret/translate, communicate, and execute client requirements
- Ability to recognize, anticipate and manage downstream impacts to ensure project success/client satisfaction
- Demonstrates a high level of industry knowledge
Skills
- 5+ years of experience with Health Plans or with the PBM industry
- 3+ years of experience in PBM Operations
- 3+ years of client-facing experience
- 3+ years of experience in project management
- Demonstrated ability to write reports, business correspondence and technical specifications
- Demonstrated ability to effectively present information and respond to questions from clients, management and technical associates
- Demonstrated ability to solve practical issues and deal with many variables in situations where only limited standardization exists
- Demonstrated ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
- Demonstrated ability to communicate to an executive audience
- Proven excellent organizational skills
- Proven excellent verbal and written communication skills
- Proven excellent presentation skills
- Proven effective time management
- Reside within the Central/Eastern time zone
- All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
Benefits
- A comprehensive benefits package
- Incentive and recognition programs
- Equity stock purchase
- 401k contribution (all benefits are subject to eligibility requirements)
- Flexibility to work remotely rom anywhere within the U.S.
Company Overview
Optum provides primary care and optical care services. It was founded in 1985, and is headquartered in Albuquerque, New Mexico, USA, with a workforce of 10001+ employees. Its website is https://nm.optum.com.