Client Engagement Manager (CEM) - Remote in MI

Lensa; United States; Remote; USD 71,000 - 141,000; Full time

Job summary

Join a forward-thinking organization dedicated to improving health equity globally. As a Client Engagement Manager, you'll play a pivotal role in enhancing member experiences and resolving issues for retirees. This position offers the chance to build strategic partnerships with union representatives and deliver impactful presentations. With a focus on collaboration and communication, you'll help ensure that members receive the care and resources they need. If you're passionate about making a difference in healthcare and thrive in a dynamic environment, this role is for you.

Benefits

Comprehensive Benefits Package

Incentive Programs

Stock Options

401k Contributions

Qualifications

• 3+ years of experience in healthcare and/or PBM.
• Strong client management experience with member-facing events.

Responsibilities

• Serve as the main contact for Union Benefit Representatives.
• Educate retirees on plan benefits and facilitate meetings.

Skills

Healthcare Experience

Client Management

Microsoft Office Suite

Communication Skills

Analytical Skills

Education

Bachelor's Degree

Tools

Salesforce

ServiceNow

Microsoft Teams

Job description

Client Engagement Manager (CEM) - Remote in MI

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Lensa is the leading career site for job seekers at every stage of their career. Our client, UnitedHealth Group, is seeking professionals. Apply via Lensa today!

Optum is a global organization that delivers care, aided by technology, to help millions of people live healthier lives. Your work 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. We foster a culture guided by diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities. Join us to make an impact on the communities we serve as we advance health equity globally. Come make a difference: Caring. Connecting. Growing together.

Position Overview

The Client Engagement Manager (CEM) acts as the primary contact for Union Benefit Representatives and Benefit Chairs to resolve member issues. They are a key member of the OptumRx account management team focusing on retiree benefits and member growth. Responsibilities include plan education, presentations, research, escalation, and building external relationships with Union Locals and leadership. The CEM also manages special projects as needed and supports day-to-day service delivery by collaborating with internal partners. This role represents clients internally and externally, coordinating to meet client needs and support project completion.

If you reside near Flint, Michigan, you will have the flexibility to telecommute while tackling challenging tasks.

Primary Responsibilities

• Serve as the main contact for Union Benefit Representatives and Benefit Chairs to resolve member issues and respond to plan inquiries.
• Enhance benefits delivery by providing support through meetings, materials, emails, calls, and in-person conversations.
• Work directly for the client in the assigned location as per the UAW Medical Benefits Trust contract.
• Establish strategic partnerships with union representatives and develop relationships with local union leadership.
• Provide expertise in OptumRx products.
• Educate retirees on plan benefits, including attending and presenting at scheduled retiree meetings.
• Apply critical thinking to troubleshoot issues.
• Facilitate retiree meetings via UAW Trust webpage and Calendar.com.
• Document and track all issues and activities accurately.
• Interface professionally with retirees via in person, phone, or email to resolve issues promptly.
• Represent OptumRx professionally at union meetings and interactions.
• Communicate effectively across different audiences.
• Present at retiree meetings including Open Enrollment and educational events.
• Complete expense reports adhering to company policies.

Additional Operational Support

• Support operational functions like reporting, eligibility, concern escalation, benefit setup, and project implementation.
• Collaborate with operational teams to ensure service quality.
• Communicate regularly with management about client concerns and feedback.
• Participate in projects and workgroups.
• Support impact reporting, root cause analysis, and remediation efforts.
• Demonstrate knowledge of benefit design.
• Perform other duties as assigned and seek opportunities to expand skills.

We offer performance-based rewards and recognition, a challenging environment, clear success criteria, and development opportunities for future roles.

Required Qualifications

• 3+ years healthcare and/or PBM experience.
• 6+ months client management experience with member-facing events.
• Proficiency in Microsoft Office Suite and Teams.
• Ability to travel up to 75% for meetings, with travel booked through American Express Travel.
• Reside in Michigan.
• Reliable transportation and a valid driver's license.

Preferred Qualifications

• Certified Pharmacy Technician.
• Experience with Salesforce or ServiceNow.
• Advanced reporting skills.

Soft Skills

• Excellent communication skills, both verbal and written.
• Attention to detail and clarity in ideas.
• Excellence-driven, organized, self-directed, and team-oriented.
• Strong analytical and problem-solving skills.
• Adaptability to fast-paced, changing environments.
• Positive attitude, ownership, and commitment.
• Adherence to telecommuting policies.

The salary range is $71,600 to $140,600 annually, based on various factors including experience and location. Benefits include comprehensive packages, incentive programs, stock options, and 401k contributions. We are committed to diversity, equity, and inclusion, aiming to address health disparities and promote equitable care.