Senior Account Manager - Client Services - Remote

UnitedHealth Group•Minnetonka, MN

10h•$91,700 - $163,700•Remote

About The Position

The Sr. Account Manager drives retention and growth through development of account strategies and business relationships with external clients. In this role, the focus will be on delivering best-in-class service to clients, leading and managing internal and external relationships, as well as developing new business from existing clients. This role operates in a fast-paced, high-visibility client environment and requires the ability to quickly assume ownership of complex accounts with minimal oversight. A key focus will be leading 1/1 readiness activities and operational project execution for a large, complex client. The ability to proactively identify client needs and establish proactive plans will be key. This role will conduct customer consultations, lead applicable negotiations, and work with internal partners to support client commitments and contractual deliverables. You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges. This role must be able to support Pacific Time Zone hours.

Requirements

4+ years of external client-facing Healthcare Account Management or client implementation project management
3+ years of project management experience (PBM/Health Plan preferred)
3+ years of experience in tracking and planning projects, working with large data sets, and making data-driven analytical decisions
Proven solid understanding of pharmacy/PBM operations and infrastructure
Experience leading client-facing meetings, including agenda setting, facilitation, and follow-up action management
Experience with Medicare Part D and CMS regulations
Ability to support PST time zone hours
Driver’s License and access to reliable transportation
Critical thinking
Problem solving
Conflict resolution (internal & external)
Solid written and verbal communication skills
Project management
Ability to work independently and take ownership in a fast-paced environment
Proficient in Microsoft applications
Experience using PBM tools (reporting tools, issue management tools, claims adjudication, etc.)

Nice To Haves

3+ years PBM project management experience
Experience and understanding of PBM client impact reporting, root cause analysis, and full remediation
Experience developing large project timelines and driving cross-functional project teams to meet deadlines
Experience with 1/1 PBM client readiness and operational planning
Experience with Smartsheet or similar project management tools

Responsibilities

Facilitate and lead all operational ongoing maintenance (benefit updates, file updates, etc.) and ensure successful execution
Lead 1/1 readiness activities, including ownership of project plans, timelines, and execution across cross-functional teams
Lead daily/weekly readiness updates and progress reporting with client and internal functional partners
Facilitate training of all OptumRx client-facing systems and tools
Initiate end-to-end operational readiness project plans, including identifying task duration, sequencing, team resourcing, and dependencies while successfully managing projects to full execution
Own the day-to-day service experience of customers by working with Operations and functional partners to resolve issues promptly and accurately
Lead resolution of escalated requests, including customer consultations as required
Develop and maintain solid relationships with internal partners to manage the customer service experience
Coordinate activities to support impact reporting, root cause analysis, and full remediation
Develop, negotiate, analyze, interpret, and implement SOPs and reporting
Provide consultative support on Medicare Part D / Medicaid and CMS requirements, including guidance memos and Corrective Action Plans (CAPs)
Proactively identify and lead process improvements based on client feedback or internal challenges
Recognize cost avoidance opportunities and offer solutions
Operate effectively in a team-based account model, providing cross-coverage and supporting peers as needed
Serve as a mentor to Account Manager and CSM roles
Establish and maintain solid relationships with customers to drive satisfaction and retention
Serve as a primary owner of client engagement, leading meetings including agenda setting, facilitation, documentation, and follow-ups
Maintain client action logs and facilitate regular cadence of discussions
Conduct meetings to identify issues/trends and analyze root causes to determine corrective actions
Demonstrate a high level of knowledge of the customer’s benefit design
Develop, negotiate, interpret, communicate, and execute client requirements
Anticipate downstream impacts and manage proactively to ensure client success
Demonstrate solid industry knowledge and act as a consultative partner focused on best practices and optimal outcomes