Veteran Services Account Manager

This position is National Remote. You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

This position is full-time Monday – Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am – 5:00pm CST. It may be necessary, given the business need, to work occasional overtime.

We offer 2-3 weeks of paid training. The hours during training will be 8:00am to 5:00pm CST, Monday- Friday.  Training will be conducted virtually from your home.

   

Primary Responsibilities:

• In conjunction with the Supervisor, responsible for all aspects of the client relationship for area of responsibility as it pertains to operational management and contract compliance
• Must be the contact and operational expert when interacting with the customer, understanding system needs and operational administrative requirements and ensuring client satisfaction and operational compliance
• Define the work of and communicate with Operations Specialists to manage expectations and receive regular operational updates on any order issues and the state of each area of responsibility
• Provide regular customer and operational updates and reports to the Supervisor on the state of each area of responsibility
• Assist the VS Analysis and Reports Supervisor in measuring performance
• Anticipate and monitor each customer’s trends for demands on services
• Develop plans and sets goals that lead to improved operational effectiveness and efficiency
• Initiate, develop and maintain relationships with all levels of staff throughout the organization and act as primary liaison between operational departments specifically regarding issue resolution, processes, training, education and support for the customer
• Coordinate the implementation of new customer locations into LHI operations based on project management principles with regard to setting deadlines, assigning responsibilities and monitoring, and reporting progress while maintaining the scope, cost and time objectives
• Assist the VS Analysis and Reports Supervisor in the development and implementation of system enhancements and updates for the customer, and test newly implemented enhancements, modifications and functionality
• Provide support to VS Operations Specialists handling account coordination for resolving issues
• Support management in defining and developing operational processes to meet customer requirements and improve quality and timeliness Key Performance Indicators
• Provide regular operational updates and reports to management on the status of order processing and any associated process improvement initiatives

   

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:

• High School Diploma / GED
• Must be 18 years of age OR older
• 3+ years of experience with serving in an operations and client service capacity (i.e. working with customers or different accounts)
• Ability to pass a NACL level clearance
• Ability to obtain favorable adjudication following submission of Defense Health Agency eQuip Form SF86
• Proficiency in using Microsoft Office Excel, Outlook, and Word
• United States Citizenship
• If you are offered this position, you will be required to provide extensive personal information to obtain and maintain a suitability or determination of eligibility for a confidential / Secret or Top Secret security clearance as a condition of your employment.
• Ability to work full-time Monday – Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am – 5:00pm CST. It may be necessary, given the business need, to work occasional overtime.

   

Preferred Qualifications:

• Contract management and project management experience
• Microsoft Visio and database experience
• National Career Readiness Certificate
• Advanced understanding of workflow processes
• Technical and regulatory knowledge
• Military Service

   

Telecommuting Requirements:

• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service.

   

Soft Skills:

• Ability to communicate effectively, both verbally and in writing, to include technical writing, proofreading, presenting, processes, and methodologies to clients
• Willingness to make full-time commitment to multiple client accounts
• Must be able to manage multiple, complex client relationships with sound judgment
• Strong organization, planning, interpersonal, and multi-tasking skills
• Must be a self-starter with attention to detail and strong problem – solving and time – management skills
• Must be able to work with a diverse group of people / disciplines to accomplish a client – driven objective
• Exceptional client – service focus with ability to handle multiple priorities
• Ability to work in a fast-paced environment, flexible and adaptable to changing situations, and a strong commitment to teamwork
• Proven project and team leadership skills to establish rapport, trust and confidence with internal departments, staff, and clients
• Ability to remain calm in stressful situations and to always conduct themselves in a professional manner
• Demonstrated ability to research, design, and implement solutions to problems involving analytical and creative elements

   

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

   

As a requirement of UnitedHealth Group’s contract with the Department of Defense, this position requires U.S. citizenship and proof of favorable adjudication following submission of Department of Defense eQuip Form SF86, (the National Agency Check Legal and Credit or NACLC). Successful completion of the NACLC process is a requirement for continued employment in this role. NACLC processing will be initiated by our TRICARE Security Officer post-offer and can take 3-6 months for a final decision communication from the Department of Defense. Candidates will be allowed to begin employment with UnitedHealth Group in this role based on an interim clearance, and final results will be communicated as they are received. Failure to obtain final NACLC approval will result in termination from this role.

   

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 $58,800 – $105,000 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.

   

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.

   

   

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

   

UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.

   

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