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 feel their 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. In this role, the focus will be 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’s needs and establish proactive plans will be key in this role. This role will conduct customer consultations, lead applicable negotiations and work with internal partners to support client commitments & contractual deliverables.
You’ll 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.) & ensure it is successfully executed on
- Ability to 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 & facilitate training of all OptumRx client-facing systems & tools
- Able to initiate end-to-end operational readiness project plans, including identifying task duration, sequence, team resourcing, and dependencies of tasks while successfully managing projects to full execution
- 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 relationship 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
- Proactively identifies and leads Process Improvements based on client feedback and/or internal breakdowns/hurdles
- Able to initiate end-to-end operational readiness 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
- Client Relationship Management:
- 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; seen as a consultative resource focused on best practices and optimal outcomes
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
- Has experience with using PBM tools to drive operational activities (reporting tools, issue management tools, claims adjudication, etc.); able to teach tools to others
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
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, planning projects, working with large data sets and making data-driven analytical decisions
- Experience with 1.1 PBM client readiness
- Med D/Medicaid; has experience with CMS and their relation to the pharmacy benefit
- Material creation and presentation facilitation for executive audience
- Solid experience with leading and developing large project timelines and cross functional project teams, to meet project deadline
- Proven ability to coordinate and execute with internal partners mitigation strategies and issue management resolution
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 & relationship to STAR ratings, delivers guidance memos to client; leads activities related to Corrective Action Plans (CAPs); provide consultative support to our clients
- All employees working remotely will be required to adhere to UnitedHealth Group’s 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 several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down 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. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment 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.
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
