Client Service Account Manager – National 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. 

As the Account Manager Client Service, you are joining an elite team within OptumRx Client Management. The Account Manager acts as outward facing resource for assigned accounts with daily interactions with clients, consultants, brokers and leaders both internal and externally. In your role you will be responsible for managing the day – to – day operational functions of multiple customers 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. The Account Manager will work closely with Account Executives to build relationships and fully represent client(s) internally and represent OptumRx to the client(s), consultants, brokers and all external entities.

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

We offer weeks of paid training. The hours of training will be based on your schedule or will be discussed on your first day of employment.

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

Primary Responsibilities:

• Work is self – directed and not prescribed
• Manages contract relationships, operational performance and service delivery for ongoing contract relationships to clients for one or more accounts
• Assesses and interprets client needs and requirements
• Identifies solutions to non – standard requests and problems
• Translates concepts into practice
• Acts as the client liaison and client subject matter expert to internal partners
• Collaborate with multiple layers of operational teams in a complex matrix driven organization to ensure quality service delivery for the clients you serve
• Prioritize multiple tasks in a fast-paced complex environment
• We welcome an investigative personality who is interested in finding answers
• Account Manager Client Service position may require travel nationally up to 10%
• Acts as outward-facing, dedicated resource for assigned accounts, typically with direct client contacts within accounts
• Builds relationships with employer/group clients and serve 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 may include 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
• This role may interact with client’s individual members on an escalated basis for claims issues, prior auth/appeal resolution, and program implementation/review 
• Will work with clients to implement client programs, complete system updates and projects, and address ongoing service needs
• Generally, work is self-directed and not prescribed. Works with less structured, more complex issues and completes all cross functional tasks related to the assigned clients
• Works with minimal guidance; seeks guidance on only the most complex tasks
• Translates concepts into practice; serves as a resource to others
• Analyzes and investigates issues as needed 
• Provides explanations and interpretations within areas of expertise
• Uses pertinent data and facts to identify and solve a range of problems within area of expertise
• Investigates non-standard requests and problems, with some assistance from others
• Prioritizes and organizes own work while managing their time effectively to meet deadlines
• Values include demonstrating integrity and compassion, acting ethically, complying with applicable laws, regulations and policies
• Must have a strong focus on customers and a drive to improve the customer experience and exceed customer expectations
• Must act as a team member and value all internal and external relationships
• The successful candidate must have strong collaboration skills which are fostered through active listening and maintain a lifelong learning skill mentality
• Strong communication skills, both written and verbal, are a necessity
• The ability to influence others and thrive in an ever evolving, changing environment are required
• Contributing to the team with innovative ideas, delivering quality work and value, driving results, embracing diversity, and using sound judgments by applying business knowledge and making fact-based decisions are required skills 
• Other duties and responsibilities, not specifically described, may be defined or assigned from time to time, consistent with knowledge, skills and abilities of the incumbent by management

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:

• 3+ years of client facing Account Management experience within the PBM industry OR in a similar account management field
• Intermediate level of proficiency with using Microsoft Office Suite of products (e.g., Microsoft Word, Microsoft Excel, Microsoft PowerPoint)
• Basic understanding and/or experience with working in RxClaim (AS400) and ServiceNow systems
• Ability to work between our normal business hours of 8:00am – 5:00pm from Monday – Friday
• Must be 18 years of age or older

Preferred Qualifications:

• 5+ years of experience within PBM industry
• Salesforce experience

Soft Skills:

• Great verbal and written communication skills
• Active listening skills
• Drive for continuous learning
• Organizational skills
• Critical thinking
• Problem solving
• Negotiation skills
• Conflict resolution (internal & external)
• Project Management
• Strategic consultation
• Prioritization skills
• Customer service oriented
• Relationship management experience
• Strong collaboration skills
• Has experience with using PBM tools to drive operational activities (reporting tools, issue management tools, etc.)

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

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

 

The salary range for this role is $71,600 to $140,600 annually based on full-time employment. 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. 

 

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. 

 

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.

 

 

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