Sr. Client Services Manager - Remote in TN

Optum; Nashville (TN); Remote; USD 60,000 - 80,000; Full time

Job summary

Optum is seeking a Senior Client Services Manager to manage client relationships and ensure satisfaction in Nashville, TN. This role requires extensive healthcare experience, strong problem-solving skills, and the ability to navigate complex accounts. You'll work closely with clients to resolve issues and improve service delivery, all while enjoying the flexibility of remote work.

Benefits

Comprehensive benefits package

Incentive and recognition programs

401k contribution

Equity stock purchase

Qualifications

• 8+ years of healthcare experience dealing with clients directly.
• Experience handling complex and difficult accounts.
• Proven ability to operate in a highly complex, matrix environment.

Responsibilities

• Ensures client satisfaction by resolving account issues.
• Represents Client Services and coordinates with other functional areas.
• Acts as the single point of contact for all service-related issues.

Skills

Listening

Collaboration

Negotiation

Problem-solving

Data analytics

Interpersonal skills

Presentation skills

Tools

Microsoft Office Suite

Job description

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.

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

If you reside in the state of Tennessee, you'll enjoy the flexibility to work remotely as you take on some tough challenges.

Primary Responsibilities:

• Ensures Optum client satisfaction by resolving and responding to account issues and requests


• Represents Client Services internally and coordinates with other functional areas to complete projects and address ongoing service needs


• Represents and/or facilitates client meetings/presentations; travel to client site will be required


• Diagnoses root cause 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 with client, 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 both Care and Behavioral Management products and are strategic, custom or complex in nature


• Solves day-to-day account service issues directly or by leading internal teams to a solution


• Provides consultative and proactive recommendations to the client and internally regarding service issues and growth opportunities to maintain and grow the business relationship and increase Net Promoter Scores


• Manages marketing communications projects for clients, including coordination of direct and/or electronic mailings to members


• Collaborate 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 the 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.

Required Qualifications:

• 8+ years of healthcare experience dealing with clients directly


• 8+ years of experience handling complex and difficult accounts


• 8+ years of experience working in healthcare delivery system


• Excellent listening & collaboration skills


• Highly self-motivated and directed individual with strong negotiation & problem-solving skills


• Experience in diagnosing client needs and recommending solutions that have measurable impact


• Proven ability to operate and effectively navigate in a highly complex, matrix environment


• Solid data analytics experience


• Proficient with the Microsoft Office Suite to include Word, Excel, PowerPoint


• Professional verbal and communication skills, Effective presentation skills


• Solid relationship and interpersonal skills


• Driver's license and access to reliable transportation

Preferred Qualifications:

• Solid working knowledge of Optum Health offerings

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

The salary range for this role is $89,800 to $176,700 annually based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with al minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.

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.