Address
Form of work
SalaryOptum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.
The Associate Director of Client Management is responsible for ensuring the client management team and operational areas adhere to contractual commitments, operational excellence, process management, P&L, retention, and upsell goals.
This role will lead the overall strategy for maintaining client satisfaction, establishing client expectations (in accordance with client contracts, agreed upon enhancements), communicating these expectations with functional Optum teams, developing client delivery plans, and ensuring consistent Optum execution that meets or exceeds client expectations.
This role is a people manager, and will support the team with highly visible escalations, engage with senior leadership, and leads complex enterprise projects impacting assigned accounts.
You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:
- Own the overall strategy for maintaining client satisfaction, establishing client expectations (in accordance with client contracts, agreed upon enhancements), communicating these expectations with functional Optum teams, developing client delivery plans, and ensuring consistent Optum execution that meets or exceeds client expectations
- Partners with Client Executives and key business stakeholders to develop and execute strategic client plan that addresses clients business needs (current and emerging), supports growth, provides measurable value, and increases client engagement/loyalty via NPS oversight and action plans
- Establishes, cultivates and manages the customer relationship at multiple levels, (executive suite to solution owners) serving as a trusted business advisor/partner to the client
- Refines client strategy through continual discussions with client stakeholders, detailed understanding of client context, anticipation of client needs, and holds design sessions with relevant Optum leaders to define solutions and execution plans
- Drives and/or oversees regular and ad hoc meetings with client stakeholders on operational, network, and clinical performance
- Ensures contract compliance, including negotiation and reporting of performance guarantees
- Engages cross functional client teams on the delivery of services, escalating issues where necessary and driving resolution
- Holds functional teams accountable to deliver against client requirements and expectations
- Owns successful client renewal process, identifying expansion/enhancement opportunities, gauging client receptivity, facilitating contracting processes
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.
Required Qualifications:
- 6+ years Account Management experience (PBM/Health Plan preferred)
- 3+ years of Medicare Part D experience
- 3+ years of strategy development and/or upselling
- Experience messaging, positioning, and presenting information for maximum customer impact and influence (eg leading and coordinating Executive Review Committees, bi-annual summits, executive dashboards, Large Case Reviews, etc.)
- Experience in influencing internally and externally with soft power, driving cross - functional collaboration, and negotiating win - win solutions
- Experience navigating and driving results across operations, network, and clinical domains in a highly complex, matrix environment
- Employee Engagement experience, specifically, building high-performing teams, team engagement, and employee retention as documented by improved employee satisfaction scores
Preferred Qualifications:
- 6+ years Account Management PBM Health Plans
- 3+ years of management experience
- P&L management experience
- Experience in strategic client relationship management within a PBM, or Health Plan with direct oversight of a PBM, working with senior level c - suite executives and demonstrating progressively increasing responsibility
- Experience leading the RFP (Request for Proposals) process, finalist presentations and negotiating client contracts (specifically, Renewals and Market Checks)
- All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy
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.
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employers and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment
