Data Analytics Reporting Manager

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

Primary Responsibilities:

• SAM_Ensure Client Satisfaction – Fully Proficient 
  • Establish credibility with clients to enhance client outcomes (e.g., knowledge of the healthcare and insurance industries, market-specific information, best practices)
  • Demonstrate understanding of client business requirements to ensure that their needs are being met
  • Serve as liaison between client and internal business leaders to ensure mutual understanding of needs and clear expectations by  all stakeholders
  • Proactively contact clients as needed to ensure effective delivery of our solutions and solicit customer feedback
  • Demonstrate understanding applicable systems/procedures in order to provide appropriate information to clients (e.g., workflows,  claims processing systems, claims payment methodology)
  • Identify client scenarios that are not meeting mutual needs, and recommend appropriate course of action (e.g., unneeded solutions, unprofitable business, inability to meet expectations)
  • Evaluate and analyze client satisfaction metrics/data (e.g., SatMetrix, satisfaction surveys, VOP) to identify opportunities for improving client outcomes, and take appropriate action 
• SAM_Drive Resolution of Issues for Clients- Fully Proficient 
  • Identify and coordinate internal resources across multiple business units to address escalated client situations
  • Advocate for the client with internal audiences to ensure that client needs are being met
  • Manage client expectations to ensure understanding of our capabilities and limitations
  • Perform required research/analysis to drive resolution of client issues (e.g., root cause analysis, invoicing, software)
  • Escalate client issues to appropriate resources, as needed (i.e., when to escalate, whom to notify)
  • Execute resolution of client issues, as needed
  • Drive/participate in effective implementation and delivery of new client services/ solutions, in collaboration with implementation teams
  • Analyze/resolve client contracting issues, as needed (e.g., usage terms, terminations, restrictions, software, scope of work)
  • Ensure that client issues are resolved to mutual satisfaction (e.g., information gathering, follow-up, timeliness)
  • Synthesize and communicate information on client issue status and resolution to appropriate internal/external stakeholders
• SAM_Develop/Manage Relationships with Applicable Stakeholders- Fully Proficient
  • Create partnerships with clients to foster open lines of communication and drive identification of ongoing business opportunities and issues
  • Manage assigned accounts, as needed (e.g., manage the relationship, maintain ongoing contact, drive issue resolution, ensure proper service delivery)
  • Coordinate with other internal functions and business leaders to complete projects and address ongoing service needs
  • Develop/manage relationships with external stakeholders (e.g., payers, brokers, providers, vendors) to identify their needs and  ensure proper delivery of our services/solutions, as needed 
• SAM_Drive Business Growth – Fully Proficient
  • Develop/maintain overall client plans to quantify/qualify growth opportunities, and capitalize on them
  • Maintain current book of business to sustain current revenue levels and drive renewals
  • Demonstrate understanding of client business needs and how they translate to business growth opportunities (e.g., expansion of  existing business, new business offerings)
  • Demonstrate knowledge of clients’ purchased solution suite and provide appropriate recommendations for additional offerings
  • Ensure client realization of the value of full range of our products/services that can drive achievement of their business needs
  • Participate in business development activities, as needed (e.g., ASOs, upsells)
  • Work with applicable business partners to achieve/exceed transactional or variable revenue targets 
• SAM_Provide Consulting/Advice on Client Services/Solutions – Fully Proficient
  • Demonstrate understanding of the healthcare and insurance industries
  • Provide guidance to clients on changes to the industry, benefit designs, and our company’s point of view on industry trends/changes that affect them
  • Provide recommendations to internal stakeholders to improve effective implementation/ delivery of our client services/solutions
  • Recommend new or enhanced client services/solutions to internal stakeholders, based on client feedback
  • Provide consulting/advice on the effective implementation/delivery of our client solutions
  • Educate new clients on the use of our services/solutions
  • Provide guidance to clients on services/solutions that we don’t offer but are available from other sources 
• SAM_Analitics – Data Analytics on Client Services/Solutions – Fully Proficient 
  • Developing complex data analysis, methodologies, and predictive data models for assessing education outcomes
  • Collecting, analyzing, and reporting county, city, and school district data
  • Providing technical assistance and building understanding among partners about the effective use of data
  • Developing systems and tools for effective data management, visualization and interpretation (systems design, dashboards, information graphics, mapping, Tableau)
  • Supporting implementation of continuous improvement processes
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Eligibility

To apply to an internal job, employees must meet the following criteria:

• Minimum duration of 12 months of continuous service in their current grade and position
• Performance rating in the last common review cycle of “Meets Expectations” or higher
• Not be on any active CAP (Corrective Action Plan) or active disciplinary action
• Employees may choose to apply for any of the following:
• Positions within same grade or Positions at one grade higher than their current position

Required Qualifications:

• Previously held any positions such as Service Account Manager, Customer Relationship Manager, or Reporting Analytics Manager
• Proficient in data analysis with any of these tools (Excel, Tableau, Power BI, Power query)
• Work experience relationship-building, problem-solving abilities, and ability to effectively manage and grow client accounts
• Have conducted a presentations of work to business or customer stakeholders

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.