Client Service Manager - Remote

UnitedHealth Group•Eden Prairie, MN

15h•Remote

About The Position

OptumHealth Employer Senior Client Services Manager role is responsible for response and resolution of account issues, requests, service issues and escalated issues for Optum Health clients. Manages ongoing contract relationships and service delivery to clients for one or more accounts. Acts as outward-facing, dedicated resource for assigned accounts, with direct client contact. Maintains relationships with employer/group clients (not individual members) and serves 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. Employees in this role are responsible for supporting clients requiring an advanced level of knowledge and experience. You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges.

Requirements

3+ years of healthcare experience dealing with clients directly
3+ years of experience handling complex and difficult accounts
3+ years of experience working in healthcare delivery system
Experience analyzing client metrics, interpreting to clients and stakeholders, and recommending solutions that have measurable impact
Proven ability to operate and effectively navigate in a highly complex, matrix environment
Proficient with the Microsoft Office Suite to include Word, Excel, PowerPoint
Ability to travel up to 25%25
Driver’s license and access to reliable transportation

Nice To Haves

Experience data analytic tools such as PowerBI and/or Asana
Experience with ServiceNow platform

Responsibilities

Ensures Optum client satisfaction by resolving and responding to account issues and requests
Coordinates with other functional areas to address ongoing service needs
Diagnoses root causes of service issues; collaborates with and appropriately directs appropriate functional areas to resolve issues
Provides end-to-end review and analysis of client requests to proactively identify downstream gaps or issues
Maintains up-to-date account information in Optum systems, such as benefit plan updates and client issue tracking
Builds and maintains key relationships to include clients, U-Channel, benefits consultants, internal and matrix partners
Proactively manages client performance guarantees and works with appropriate internal constituents to establish necessary steps to correct and improve results
Possesses experience and skills to work with accounts that have Whole Health Solutions Product Suite
Solves day-to-day account service issues directly or by leading internal teams to a solution
Provides consultative, proactive recommendations to the client and internal partners on service issues to strengthen and grow business relationships and improve Net Promoter Scores
Facilitates client Marketing and communication needs
Collaborates with Client Executives (CEs) to develop client reports; QA’s reports for client-specific information and coordinates report delivery with CEs
Investigates discrepancies in Optum systems data, such as eligibility information
Maintains Client Information via established tools to ensure service delivery, future needs and expectations of the client will be met
Acts as single point of contact to the account for all service-related issues