Client Engagement Manager (CEM)

UnitedHealth Group • Detroit, MI

103d • $71,200 - $127,200 • Remote

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. The Client Engagement Managers (CEM) serves as a single point of contact for Union Benefit Representatives and Benefit Chairs to facilitate member level issues for resolution. They will serve as a core member of the OptumRx account management team focused on retired benefits and member growth. The CEM is responsible for planning education, presentations and a variety of planning inquiries that will require research and escalation. CEM is responsible for building external relationships with Union Locals and their leadership. Additionally, the CEM will manage special projects on an as needed basis. The Client Engagement Managers (CEM) also supports overall day-to-day service delivery by working closely with the internal partners. This role represents clients internally/externally and coordinates with other functions to capture and support client requirements, complete projects, and address ongoing service needs.

Requirements

• 3+ years of previous PBM and/or healthcare experience
• 6+ months of experience with client management with members facing events
• Intermediate level of proficiency with Microsoft Word, Excel, PowerPoint, Outlook, and proficiency with Teams
• Ability to travel up to 75% for client and retiree meetings as requested
• Access to reliable transportation and valid active driver's license in state of residence with the ability to rent vehicles
• Reside in the state of Michigan

Nice To Haves

• Certified Pharmacy Technician
• SalesForce or ServiceNow experience
• Advanced reporting skills

Responsibilities

• Serves as single point of contact for Union Benefit Representatives and Benefit Chairs to facilitate member level issue resolution and respond to a variety of plan inquiries
• Enhances the overall delivery of benefits and services by providing dedicated support and guidance to the client which includes meetings, planning materials, emails, phone calls, in-person conversations
• Works directly for the client in the assigned City or State as required by the UAW Medical Benefits Trust contract
• Establishes self as a strategic partner for Union Benefit Representatives and Benefit Chairs and develops relationships with local union leadership in the assigned regions
• Provides a high level of expertise with OptumRx product knowledge
• Responsible for plan benefit education, including attending and presenting at retiree meetings scheduled by the UAW Trust with the intent of educating the retirees about the OptumRx UAW Trust plan
• Triage and apply critical thinking/solutioning skills to troubleshoot clients and retiree issues
• Facilitate Pre 65 and retiree meetings scheduled through UAW Trust webpage and Calendar.com
• Document and track all members and plan related issues and activities accurately
• Interface with retirees directly and professionally in person, by phone, or email with a sense of urgency while providing a complete resolution to the retiree's issue
• Ability to represent OptumRx in a professional manner while attending Local Union Meetings and interacting with the retirees and clients
• Communicate effectively between retirees, the client, the Account Management Team, and Senior Leadership, often flexing the style of communication based on the audience
• Present at retiree meetings including Open Enrollment and other educational events scheduled by the Local Unions
• Complete Expense Accounts in compliance with the company Expense Account Policies and Procedures
• Adds additional support to the UAW Trust by helping to manage the day-to-day operational functions in the areas of reporting, eligibility, escalated member/client concerns, benefit design setup and changes, product/program implementation and other service delivery projects to ensure operational quality and client satisfaction
• Collaborate with multiple layers of operational teams in a complex matrix driven organization to ensure quality service delivery for the clients you serve
• Provides regular communication to management on client concerns and feedback
• Participates in team, segment, or organizational projects/workgroups
• Coordinate activities to support impact reporting, root cause analysis and full remediation
• Demonstrate a high level of knowledge pertaining to the customer's specific benefit design
• Perform other assignments and responsibilities as required by management
• Seeks stretch opportunities to expand knowledge and skillsets

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Insurance Carriers and Related Activities
• Education Level: Bachelor's degree