The Sr. Account Manager manages ongoing contract relationships and service delivery to clients for one or more accounts. Acts as outward-facing, dedicated resource for assigned accounts, typically with direct client contact (not call center) and large or complex accounts. Builds relationships with employer/group clients (not individual members) and serves as the primary point of contact for overall and day-to-day service delivery. Represents client internally and coordinates with other functions to implement client systems, complete projects, and address ongoing service needs. This function includes employees who are in dedicated on-site service roles. Jobs in this function may work closely with sales on renewals and upselling, but incumbents do not have specific sales goal accountability or primary responsibility to close sales. Account management jobs focused primarily on relationship and service management belong in this family; jobs with significant sales responsibilities or sales-related incentives (including "OTH" plans) belong in a sales band.
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
- 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
- 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
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:- 10+ years of experience with Health Plans or with the PBM industry
- 5+ years' experience in PBM Operations
- 3+ years of client-facing experience
- 3+ years of experience in project management
Preferred Qualifications:- 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
Telecommuting Requirements:- Required to have a dedicated work area established that is separated from other living areas and provides information privacy
- Ability to keep all company sensitive documents secure (if applicable)
- Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $91,700 to $163,700 annually based on full-time employment. We comply with all minimum wage laws as applicable.
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.
