Senior Account Manager - Remote

UnitedHealth Group•Eden Prairie, MN

2d•$91,700 - $163,700•Remote

About The Position

The Sr. Account Manager manages ongoing contract relationships and service delivery to clients for one or more accounts. Acts as outward-facing, dedicated resource for assigned accounts, typically with direct client contact (not call center) and large or complex accounts. Builds 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. This function includes employees who are in dedicated on-site service roles. Jobs in this function may work closely with sales on renewals and upselling, but incumbents do not have specific sales goal accountability or primary responsibility to close sales. Account management jobs focused primarily on relationship and service management belong in this family; jobs with significant sales responsibilities or sales-related incentives (including "OTH" plans) belong in a sales band. You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges.

Requirements

10+ years of experience with Health Plans or with the PBM industry
5+ years’ experience in PBM Operations
3+ years of client-facing experience
3+ years of experience in project management

Nice To Haves

Demonstrated ability to write reports, business correspondence and technical specifications
Demonstrated ability to effectively present information and respond to questions from clients, management and technical associates
Demonstrated ability to solve practical issues and deal with many variables in situations where only limited standardization exists
Demonstrated ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
Demonstrated ability to communicate to an executive audience
Proven excellent organizational skills
Proven excellent verbal and written communication skills
Proven excellent presentation skills
Proven effective time management
Reside within the Central/Eastern time zone

Responsibilities

Facilitate/leads 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
Leads resolution of all escalated requests by working with the Operations Service Team, and conducting customer consultations as required
Develop and maintain solid relationships 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 develop, negotiate, analyze, interpret, and implement SOPs and reporting
Coordinate/leads implementation activities for new products and new groups
Coordinate/leads annual open enrollment activities
Lead 1/1 readiness activities; lead daily 1/1 updates/progress reports with client and internal functional partners
Facilitate training of all OptumRx client-facing systems & tools
Proactively identifies and leads Process Improvements based on client feedback and/or internal breakdowns/hurdles
Able to initiate project plans and successfully manage projects to full execution
Recognizes cost avoidance opportunities and offers solutions
Serves as a mentor to Account Manager and CSM roles
Seeks stretch opportunities to expand knowledge and skillsets
Establish and maintain solid 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
Ability to develop, negotiate, interpret/translate, communicate, and execute client requirements
Ability to recognize, anticipate and manage downstream impacts to ensure project success/client satisfaction
Demonstrates a high level of industry knowledge