Associate Account Manager Client Services
About The Position
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 (40 hours/week) 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 EST (will support Eastern Time Zone). It may be necessary, given the business need, to work occasional overtime. You will enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges.
Requirements
- High School Diploma/GED
- 3+ years of PBM related experience
- 3+ years of experience in a business analyst, Subject Matter Expert (SME), or similar role responsible for implementing and upkeeping complex, cross functional business processes
- 3+ years of experience performing complex benefit change analysis and system configuration work
- Advanced level of proficiency working across multiple systems concurrently (e.g., ServiceNow, RxCOMET, RxClaim/NextGen, RxCCR)
- Intermediate level of proficiency in Microsoft Office skills, including Word, Excel, Teams, Outlook & OneNote
- Strong analytical skills, attention to detail, and ability to work independently in a telecommuter environment
- Proven ability to meet established turnaround time, SLA, and quality benchmarks
- Individual contributor with the ability to organize information and multi-task work items, while maintaining strong attention to detail
Nice To Haves
- 3+ years of BCT experience
- Strong working knowledge of UMR benefit change processes and procedures
- Recognized experience acting as an SME, trainer, or peer resource within a PBM or benefits configuration environment
- Experience handling escalations, high‑impact client changes, or peak‑volume workloads
- Familiarity with SOP development, process stabilization, and supporting large changes
- Strong communication skills and experience partnering cross‑functionally to resolve complex issues
Responsibilities
- Independently manages complex, high risk, or escalated benefit configuration work, including new client implementations and critical renewals
- Serves as a primary SME for BCT processes, systems (ServiceNow, RxCOMET, RxClaim/NextGen, RxCCR), and SOP updates
- Provides guidance and peer support to analysts on benefit logic, system impacts, and troubleshooting
- Performs advanced data review and validation to ensure benefit accuracy, compliance, and alignment with documented client intent
- Partners with triage, upstream, and downstream teams (e.g., BOM, Formulary, Specialty, CCR) to resolve issues, clarify requirements, and route work appropriately
- Engages in issue research, escalation support, and root cause identification to prevent repeat errors
- Support new and existing client benefit changes by submitting, monitoring, and maintaining work through ServiceNow cases and tasks
- Complete structured analysis and validation of benefit data to ensure accuracy and compliance with documented client intent
- Maintain consistent quality standards while meeting established turnaround time (TAT) and performance metrics
- Utilize SOPs, job aids, and source systems to research issues, resolve discrepancies, and ensure correct benefit configuration
- Monitor assigned work queues, perform required follow up, and ensure tasks progress to completion
- Maintain thorough documentation and professional handling of all assigned work items
Benefits
- Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays
- Medical Plan options along with participation in a Health Spending Account or a Health Saving account
- Dental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage
- 401(k) Savings Plan, Employee Stock Purchase Plan
- Education Reimbursement
- Employee Discounts
- Employee Assistance Program
- Employee Referral Bonus Program
- Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)
- comprehensive benefits package
- incentive and recognition programs
- equity stock purchase
- 401k contribution
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
