Client Service Account Manager
UnitedHealth Group - Rocky Hill, CT

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Position Description:
If you're ready to talk about groundbreaking interactions, let's talk about what happens when a firm that touches millions of lives decides to gather results from millions of prescriptions every month and analyze their impact. Let's talk about smart, motivated teams. Let's talk about more effective and affordable health care solutions. This is caring. This is great chemistry. This is the way to make a difference. We're doing all this, and more, through a greater dedication to our shared values of integrity, compassion, relationships, innovation and performance.

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.

Primary Responsibilities:
Manages Client Relations Managers

Responsible for training, mentoring, process conformity, and best practices at site location

Facilitates process improvement where needed to enhance efficiencies

Fosters regular communications with all account management roles to enhance overall outcomes

Demonstrates expert-level understanding and application of principles and practices within the organization.

Regularly contributes to the development of training, processes & procedures.

Uses quality tools to analyze data, identify root causes, and implement solutions.

Exhibits cross company view and perspective, understanding how decisions impact other business units.

Determines process/ training gaps, recommends broad based solutions.

Applies independent thought in developing new concepts to resolve a broad range of problems where precedents are often lacking.

Demonstrates an ability to understand how process impacts other business units and offers solutions that enhance workflow efficiencies across boundaries

Assesses issues identified for cause vs. effect to address root causes and prevent future occurrences.

Sees relationship among multiple issues and identifies actions and works with others to resolve.

Acknowledges and celebrates team accomplishments

Adapts style to fit the situation

Gains the attention and respect of others; influences and shapes the decisions of others

Facilitates others' understanding of the team's mission and value to the organization; asserts own ideas and persuades others

Demonstrates others understanding of the importance of communication and commitment from each other

Is honest and ethical in all transactions and interactions

Demonstrates a complete understanding of all procedures, policies, and laws applicable to the position.

Serves as a role model of integrity to others, and may serve as a mentor to others to help resolve ethnical issues.

Demonstrates both character and competence in the position.

Holds self and others accountable.

Uses time effectively.

Demonstrates ability, confidence and ownership of difficult decisions and situations, and ensures they are executed appropriately.

Counsels and coaches employees in a fair and appropriate manner.

Maintains a positive attitude and communication work style

Ensures customer expectations and deliverables are met or exceeded

Manages and is accountable for professional employees and/or supervisors.

Impact of work is most often at the local level.

Requirements

Requirements:
Bachelor's degree is the minimum requirement

Must have at least 5+ years of experience managing a team within an office environment

Basic proficiency with MS Word, Excel, PowerPoint and Outlook is required

Must be able and willing to travel up to 10% (Traveling to meet with staff or for training to our corporate office in Irvine, CA or another site nationally located).

Assets:
Previous experience with MS Visio is preferred

Previous project management or training experience is a plus

Prior healthcare claims or PBM experience is preferred

Experience with Operations Management in a client/account management environment is preferred

Saleforce.com experience is helpful
OptumRx is part of the family of companies that make UnitedHealth Group one of the leaders across most major segments of the US health care system.

If you're ready to talk about groundbreaking interactions, let's talk about what happens when a firm that touches millions of lives decides to gather results from millions of prescriptions every month and analyze their impact. Let's talk about smart, motivated teams. Let's talk about more effective and affordable health care solutions. This is caring. This is great chemistry. This is the way to make a difference. We're doing all this, and more, through a greater dedication to our shared values of integrity, compassion, relationships, innovation and performance.

OptumRx is an empowering place for people with the flexibility to help create change. Innovation is part of the job description. And passion for improving the lives of our customers is a motivating factor in everything we do. In the largest and most personal sense, your impact can be greater than even you thought at OptumRx.

Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.

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When you work to better people’s lives, one of those lives will always be yours. We have modest goals: Improve the lives of...