Optum 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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.
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.
This role will also serve as a key contributor to the development, documentation, and delivery of standardized service delivery processes, onboarding materials, and training resources. The individual will help ensure new hires, and existing team members have access to clear, repeatable, and accurate documentation that supports consistent execution, knowledge transfer, and operational continuity.
You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:
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Operational Management:
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Facilitate and lead all operational ongoing maintenance (benefit updates, file updates, etc.) and ensure successful execution
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Lead 1/1 readiness activities, including ownership of project plans, timelines, and execution across cross-functional teams
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Lead daily/weekly readiness updates and progress reporting with client and internal functional partners
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Facilitate training of all OptumRx client-facing systems and tools
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Initiate end-to-end operational readiness project plans, including identifying task duration, sequencing, team resourcing, and dependencies while successfully managing projects to full execution
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Own the day-to-day service experience of customers by working with Operations and functional partners to resolve issues promptly and accurately
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Lead resolution of escalated requests, including customer consultations as required
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Develop and maintain solid relationships with internal partners to manage the customer service experience
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Coordinate activities to support impact reporting, root cause analysis, and full remediation
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Develop, negotiate, analyze, interpret, and implement SOPs and reporting
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Provide consultative support on Medicare Part D / Medicaid and CMS requirements, including guidance memos and Corrective Action Plans (CAPs)
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Proactively identify and lead process improvements based on client feedback or internal challenges
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Recognize cost avoidance opportunities and offer solutions
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Operate effectively in a team-based account model, providing cross-coverage and supporting peers as needed
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Serve as a mentor to Account Manager and CSM roles
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Demonstrate solid industry knowledge and act as a consultative partner focused on best practices and optimal outcomes
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Develop, document, maintain, and train standardized Service Delivery operational processes, workflows, procedures, and best practices
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Build and continuously enhance onboarding, training, and development materials to support new hires, cross-coverage resources, and ongoing business needs
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Create and maintain process documentation, including SOPs, operating guides, readiness materials, escalation paths, and workflow references
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Support onboarding plans for new team members by identifying required systems, tools, client knowledge, operational processes, and training milestones
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Facilitate knowledge transfer sessions to reduce dependency on individual contributors and support consistent service delivery across the account team
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Identify documentation gaps, process inconsistencies, and training needs based on client feedback, internal escalations, operational trends, and cross-functional partner input
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Ensure training and documentation materials are accurate, current, accessible, and aligned with operational expectations, compliance requirements, and client commitments
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Client Relationship Management:
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Establish and maintain solid relationships with customers to drive satisfaction and retention
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Serve as a primary owner of client engagement, leading meetings including agenda setting, facilitation, documentation, and follow-ups
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Maintain client action logs and facilitate regular cadence of discussions
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Conduct meetings to identify issues/trends and analyze root causes to determine corrective actions
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Demonstrate a high level of knowledge of the customer's benefit design
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Develop, negotiate, interpret, communicate, and execute client requirements
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Anticipate downstream impacts and manage proactively to ensure client success
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:
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4+ years of external client-facing Healthcare Account Management or client implementation project management
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3+ years of project management experience (PBM/Health Plan preferred)
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3+ years of experience in tracking and planning projects, working with large data sets, and making data-driven analytical decisions
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Experience leading client-facing meetings, including agenda setting, facilitation, and follow-up action management
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Experience with Medicare Part D and CMS regulations
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Solid understanding of pharmacy/PBM operations and infrastructure
- Ability to support PST time zone hours
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Driver's License and access to reliable transportation
Preferred Qualifications:
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3+ years PBM project management experience
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Experience and understanding of PBM client impact reporting, root cause analysis, and full remediation
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Experience developing large project timelines and driving cross-functional project teams to meet deadlines
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Experience with 1/1 PBM client readiness and operational planning
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Experience with Smartsheet or similar project management tools
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Experience building onboarding plans or training curricula for new hires, cross-coverage resources, or account support teams
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Experience creating process maps, SOP libraries, readiness guides, training decks, or operational playbooks
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Experience supporting knowledge management, documentation governance, or process standardization initiatives in a PBM, health plan, or regulated healthcare environment
Competencies:
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Behavioral:
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Critical thinking
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Problem solving
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Conflict resolution (internal & external)
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Solid written and verbal communication skills
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Project management
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Ability to work independently and take ownership in a fast-paced environment
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Technical:
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Proficient in Microsoft applications
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Experience using PBM tools (reporting tools, issue management tools, claims adjudication, etc.)
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Experience with project management tools (e.g., Smartsheet) preferred
All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $91,700 - $163,700 annually based on full-time employment. We comply with all minimum wage laws as applicable.
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.
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.
