Sr. Account Manager - Remote

UnitedHealth Group•Boston, MA

1d•$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. The ability to proactively identify client’s needs and establish proactive plans will be key in this role. This role will conduct customer consultations, lead applicable negotiations and work with internal partners to support client commitments & contractual deliverables. You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges.

Requirements

5+ years of external client-facing healthcare account management and relationship leadership experience
3+ years of project management experience with the ability to lead complex, cross-functional initiatives to meet project deadlines; PBM, health plan, or managed care experience preferred
3+ years of experience in tracking, planning projects, working with large data sets and making data-driven analytical decisions
Experience with Microsoft Project or Smartsheet
Experience with annual PBM client readiness, go-live support, operational transitions, or large-scale change initiatives
Solid PBM, health plan, or managed care experience; experience across all lines of business highly preferred, including Med D/Medicaid and CMS requirements as they relate to the pharmacy benefit
Material creation and presentation facilitation for executive audience
Proven ability to influence, problem-solve, and drive outcomes across teams without direct authority, including coordination with internal partners on mitigation strategies and issue management resolution
Proficient in Microsoft applications and Smartsheets
Has experience with using PBM tools to drive operational activities (reporting tools, issue management tools, claims adjudication, etc.); able to teach tools to others

Nice To Haves

3+ years PBM specific project management experience
Governance PMO experience
Experience with ServiceNow Dashboards
KPI creation, measuring and reporting
Experience and understanding of PBM Client impact reporting, root cause analysis and full remediation
Med D/Medicaid; understands CMS compliance requirements & relationship to STAR ratings, delivers guidance memos to client; leads activities related to Corrective Action Plans (CAPs); provide consultative support to our clients

Responsibilities

Own complex client readiness and enablement activities, including leadership of the end to end Readiness process, operational maintenance activities, benefit updates, file updates, and coordination across multiple operational and client-facing teams
Ability to define, create, execute and train on process improvements and industry best practices
Lead annual readiness, go-live support, operational transitions, and daily readiness updates/progress reporting with clients and internal functional partners
Support & facilitate training of all OptumRx client-facing systems & tools
Initiate and manage end-to-end enterprise operational readiness project plans, including task duration, sequencing, team resourcing, dependencies, issue resolution, and full execution across cross-functional teams
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
Serve as a critical bridge between Account Management, Operations, Implementation, Product, and Client stakeholders to drive operational readiness, issue resolution, and strategic initiatives
Coordinate activities to support impact reporting, root cause analysis, and full remediation
Ability to develop, negotiate, analyze, interpret, and implement SOPs and reporting
Lead cross-functional projects, process improvement initiatives, and organizational readiness efforts that support client outcomes, enterprise priorities, and continuous evolution of the Health Plan Enablement model
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 and needs
Ability to develop, negotiate, interpret/translate, communicate, and execute client and enterprise requirements
Ability to recognize, anticipate and manage downstream and upstream impacts to ensure project success/client satisfaction
Function as both a strategic consultant and operational leader, balancing client relationship management, project execution, organizational influence, and consultative guidance focused on best practices and optimal outcomes