[Hiring] Client Service Manager @UnitedHealth Group

Role Description

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.

Primary 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

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Qualifications

• 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%
• Driver’s license and access to reliable transportation

Preferred Qualifications

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

Competencies

• Excellent listening & collaboration skills
• Highly self-motivated and directed individual with advanced problem-solving skills
• Professional verbal and communication skills, Effective presentation skills
• Solid relationship and interpersonal skills

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution (all benefits are subject to eligibility requirements)

Application Deadline

This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

Company Description

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.