Associate Strategic Account Manager - National Remote

Full-time - Mid Level

Remote - Springfield, IL

Insurance Carriers and Related Activities

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 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 Associate Account Manager Client Service drives retention and growth through support of account strategies and enterprise processes. In this role, the focus will be on delivering best-in-class service, managing internal and external relationships, as well as supporting Optum Rx's Health Plan book of business. This role will proactively identify optimization opportunities and client's needs. You will enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Responsibilities

• Coordinate & support agenda, materials, and execution of weekly all-team meetings
• Coordinate & support strategic client & colleague event planning including agenda, itinerary, material creation & execution
• Collaboration with internal partners for process improvement and team infrastructure improvements
• Facilitating dashboards & materials for Account Team business tracking
• Gather, clean, and analyze data from various sources to identify trends and patterns
• Create detailed reports and visualizations to present findings to stakeholders
• Work with cross-functional teams to understand their data needs and provide insights
• Design and maintain databases and data systems to ensure data integrity
• Define, create, execute and train on process improvements and industry best practices
• Support 1/1 readiness activities; gather daily 1/1 updates/progress reports with client and internal functional partners
• Support facilitation of the training of all OptumRx client-facing systems & tools
• Initiate end-to-end project plans, including identifying task duration, sequence, team resourcing, and dependencies of tasks while successfully managing projects to full execution
• Own the day-to-day service experience of customers by working with the Operations Team and other functional partners as required to ensure issues are resolved promptly and accurately meeting the customer's expectations
• Support resolution of all escalated requests by working with the Operations Service Team, and working with other account team members as required
• Develop and maintain solid relationship with internal partners in Optum Rx functional Teams to manage customer service experience
• Coordinate activities to support impact reporting, root cause analysis, and full remediation
• Proactively identify and lead Process Improvements based on client feedback and/or internal breakdowns/hurdles
• Seek stretch opportunities to expand knowledge and skillsets
• Establish and maintain solid and appropriate relationships with customers and colleagues to maintain consistency and drive client satisfaction
• Maintain team action logs and support regular cadence of discussions to review
• Conduct meetings with colleagues to identify issues / trends and analyze root causes to determine corrective action steps as necessary
• Develop, negotiate, interpret/translate, communicate, and execute client requirements
• Recognize, anticipate and manage downstream impacts to ensure project success/client satisfaction
• Demonstrate a high level of industry knowledge; focused on best practices and optimal outcomes

Requirements

• 4+ years of external client-facing Pharmacy Healthcare Account Management or Pharmacy Consultant experience
• 2+ years of Project Management experience (PBM/Health Plan preferred)
• 2+ years of experience in tracking, planning projects, working with large data sets and making data-driven analytical decisions
• 2+ years of experience with 1.1 Pharmacy or PBM client readiness
• Advanced level of proficiency with material creation and presentation facilitation for executive audience, specifically through PowerPoint
• Intermediate level of proficiency with leading and developing large project timelines and cross functional project teams, to meet project deadline
• Proven ability to coordinate and execute with internal partners mitigation strategies and issue management resolution
• Ability to work Monday through Friday from 8am-5pm CST

Nice-to-haves

• 2+ years proficiency in tools like Tableau, Power BI, or similar
• 2+ years PBM project management experience
• Experience with Microsoft Project or Smartsheets
• Experience in Service Now Dashboards
• KPI creation, measuring and reporting
• Experience and understanding of PBM Client impact reporting, root cause analysis and full remediation

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution