PBM Account Manager - Remote

UnitedHealth Group•Michigan City, IN

2d•$72,800 - $130,000•Remote

About The Position

The Account Manager is responsible for driving client satisfaction by managing ongoing contract relationships and service delivery to client accounts. This role acts as an outward-facing, dedicated resource for assigned accounts, typically with direct client contact for large/complex accounts. The Account Manager builds client relationships and serves as the primary point of contact for overall & day-to-day service delivery by working closely with the internal partners. This role represents clients internally and coordinates with other functions to capture and support client requirements, complete projects, and address ongoing service needs. This role supports designated account team leaders in ongoing account upsell activity and renewals. This position is full-time 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 CST. It may be necessary, given the business need, to work occasional overtime. You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges.

Requirements

2+ years of external client-facing experience
Experience with project coordination/facilitation
Experience with Microsoft Office applications (create, navigate, edit, save and send documents)
Experience with conflict resolution with both internal and external partners
Proven ability to learn PBM tools to drive operational activities (reporting tools, issue management tools, claims adjudication, etc.)
Ability to travel up to 25%25 of the time
Ability to work any 8-hour shift between the hours of 8:00am - 5:00pm CST including the flexibility to work occasional overtime based on business need
Driver’s License and access to a reliable transportation

Nice To Haves

1+ years of PBM experience

Responsibilities

Facilitate all operational ongoing maintenance (benefit updates, file updates, etc.) & ensure it is successfully executed on
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
Facilitate resolution of all escalated requests by working with the Operations Service Team and conducting customer consultations as required
Develop and maintain strong relationship with internal partners in Operations Service Team to manage customer service experience
Coordinate activities to support impact reporting, root cause analysis, and full remediation
Ability to read, analyze and interpret SOPs and reporting
Coordinate implementation activities for new products and new groups
Coordinate annual open enrollment activities
Perform other assignments and responsibilities as required by management
Coordinate 1/1 readiness activities; facilitate daily 1/1 updates/progress reports with client and internal functional partners
Coordinate training of all OptumRx client-facing systems & tools
Med D; understands basic CMS compliance requirements, delivers guidance memos to client; coordinates activities related to Corrective Action Plans (CAPs)
Establish and maintain strong and appropriate relationships with customers to maintain consistency and drive client satisfaction
Maintain client action logs and facilitate regular cadence of discussions to review
Conduct meetings with customers to identify issues / trends and analyze root causes to determine corrective action steps as necessary
Demonstrate a high level of knowledge pertaining to the customer's specific benefit design
Understand, define, translate, communicate, and execute on client requirements