Sr Pharmacy Account Manager Direct Commercial – Remote

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. Pharmacy 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
  • Manages assigned larger/more complex external accounts with daily interactions with clients, consultants, brokers, and leaders both internal and externally
  • Responsible for managing the day-to-day operational functions of multiple clients in the areas of Implementation /onboarding new customers, escalated member/client concerns, benefit design setup and changes, product/program implementation and other service delivery projects to ensure operational quality and client satisfaction
  • Collaborates with multiple layers of operational teams in a complex matrix driven organization to ensure quality service delivery for the clients you serve
  • Provides regular communication to management on client concerns and feedback
  • Assists in client training for remote system access and reporting
  • Oversees all PBM operational functions pertaining to day-to-day management of the client
  • Responsible for the PBM operational management of self-funded clients in coordination with assigned account team members
  • Identifies solutions to non-standard requests and problems and translates concepts into practice
  • Leads team, segment, or organizational projects/workgroups
  • Provides administrative/management/leadership back-up support to Director as necessary
  • Consistently looks at existing processes, methods, and materials to find and implement opportunities for improvement
  • Serves as Subject Matter Expert (SME) for other departments on specific issues/inquires
  • Routinely identifies, develops, and shares best practice experience with peers
  • Mentors and trains new and existing Account Managers when requested
  • Facilitate resolution of all escalated requests by working with internal partners and conducting customer consultations as required
  • Coordinate activities to support impact reporting, root cause analysis, and full remediation
  • Ability to read, analyze and interpret SOPs and reporting
  • Demonstrate a high level of knowledge pertaining to the customer’s specific benefit design
  • Coordinate 1/1 readiness activities; monitors new products and groups, scenario testing, facilitate daily updates/progress reports with client and internal functional partners
  • Proactively identifies and leads process improvements initiatives
  • Seeks stretch opportunities to expand knowledge and skillsets
  • Perform other assignments and responsibilities as required by management
• CLIENT RELATIONSHIP MANAGEMENT
  • Represent the client internally to implement plan design, complete projects, and address ongoing service needs
  • Assesses and interprets client needs and requirements and represents both internally and externally
  • Maintains familiarity with assigned client contract terms as they pertain to service level performance
  • Maintains and develops relationships with client leaders, key stakeholders, and brokers/consultants while maintaining focus on Optum strategies and goals
  • Advanced internal department knowledge of cross-functional partners
  • Establish and maintain solid relationships with clients to maintain consistency and drive client satisfaction
  • Collaborate with boarder Account Team and Internal Business partners to maintain client action logs of outstanding items and identify issues/trends to determine corrective action steps; participate in regular discussions to review
  • Demonstrate a high level of knowledge pertaining to the customer’s specific benefit design
  • Ability to understand, interpret, communicate, and execute on client requirements
  • Ability to recognize, anticipate and manage downstream impacts to ensure project success/client satisfaction
  • Seen as a consultative resource focused on best practices and optimal outcomes

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:

• 4+ years of Pharmacy, OR Pharmacy Benefit Management (PBM) experience
• 4+ years of Account Management experience
• Rx Claim experience
• Ability to work a minimum 8-hour shift during regular business hours
• Proficient in Microsoft applications (Word, Excel, SharePoint, Outlook, etc.)
• Ability to learn PBM tools to drive operational activities (reporting tools, issue management tools, claims adjudication, etc.)
• Proven excellent communication, positive attitude, and professionalism in dealing with and having exposure to both internal and external clients
• Ability to prioritize multiple tasks in a fast-paced production environment
• Ability to work in self-motivated environment with limited supervision
• Ability to Travel 15%

Preferred Qualifications:

• Certified Pharmacy Technician
• SalesForce or ServiceNow experience
• Advanced reporting skills

Soft Skills:

• Critical thinking
• Problem solving
• Conflict resolution (internal & external)
• Solid written and verbal communication skills
• Project coordination/facilitation

Top 5 CLL Behaviors:

• Understanding of Enterprise 
• Building Relationships
• Collaborating
• Managing Ambiguity & Uncertainty
• Delivering Results

Success Metrics:

• Meets all Performance Guarantees specifically tied to activities managed by the role
• Client Management Satisfaction
• Positive Net Promotor Score
  Execution of contractual commitments

*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.