Requisition number: 2377522
Job category: Sales Support
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:
Operational Management:
Facilitate and lead all operational ongoing maintenance (benefit updates, file updates, etc.) and ensure successful execution
Lead 1/1 readiness activities, including ownership of project plans, timelines, and execution across cross-functional teams
Lead daily/weekly readiness updates and progress reporting with client and internal functional partners
Facilitate training of all OptumRx client-facing systems and tools
Initiate end-to-end operational readiness project plans, including identifying task duration, sequencing, team resourcing, and dependencies while successfully managing projects to full execution
Own the day-to-day service experience of customers by working with Operations and functional partners to resolve issues promptly and accurately
Lead resolution of escalated requests, including customer consultations as required
Develop and maintain solid relationships with internal partners to manage the customer service experience
Coordinate activities to support impact reporting, root cause analysis, and full remediation
Develop, negotiate, analyze, interpret, and implement SOPs and reporting
Provide consultative support on Medicare Part D / Medicaid and CMS requirements, including guidance memos and Corrective Action Plans (CAPs)
Proactively identify and lead process improvements based on client feedback or internal challenges
Recognize cost avoidance opportunities and offer solutions
Operate effectively in a team-based account model, providing cross-coverage and supporting peers as needed
Serve as a mentor to Account Manager and CSM roles
Demonstrate solid industry knowledge and act as a consultative partner focused on best practices and optimal outcomes
Develop, document, maintain, and train standardized Service Delivery operational processes, workflows, procedures, and best practices
Build and continuously enhance onboarding, training, and development materials to support new hires, cross-coverage resources, and ongoing business needs
Create and maintain process documentation, including SOPs, operating guides, readiness materials, escalation paths, and workflow references
Support onboarding plans for new team members by identifying required systems, tools, client knowledge, operational processes, and training milestones
Facilitate knowledge transfer sessions to reduce dependency on individual contributors and support consistent service delivery across the account team
Identify documentation gaps, process inconsistencies, and training needs based on client feedback, internal escalations, operational trends, and cross-functional partner input
Ensure training and documentation materials are accurate, current, accessible, and aligned with operational expectations, compliance requirements, and client commitments
Client Relationship Management:
Establish and maintain solid relationships with customers to drive satisfaction and retention
Serve as a primary owner of client engagement, leading meetings including agenda setting, facilitation, documentation, and follow-ups
Maintain client action logs and facilitate regular cadence of discussions
Conduct meetings to identify issues/trends and analyze root causes to determine corrective actions
Demonstrate a high level of knowledge of the customer's benefit design
Develop, negotiate, interpret, communicate, and execute client requirements
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:
4+ years of external client-facing Healthcare Account Management or client implementation project management
3+ years of project management experience (PBM/Health Plan preferred)
3+ years of experience in tracking and planning projects, working with large data sets, and making data-driven analytical decisions
Experience leading client-facing meetings, including agenda setting, facilitation, and follow-up action management
Experience with Medicare Part D and CMS regulations
Solid understanding of pharmacy/PBM operations and infrastructure
Ability to support PST time zone hours
Driver's License and access to reliable transportation
Preferred Qualifications:
3+ years PBM project management experience
Experience and understanding of PBM client impact reporting, root cause analysis, and full remediation
Experience developing large project timelines and driving cross-functional project teams to meet deadlines
Experience with 1/1 PBM client readiness and operational planning
Experience with Smartsheet or similar project management tools
Experience building onboarding plans or training curricula for new hires, cross-coverage resources, or account support teams
Experience creating process maps, SOP libraries, readiness guides, training decks, or operational playbooks
Experience supporting knowledge management, documentation governance, or process standardization initiatives in a PBM, health plan, or regulated healthcare environment
Competencies:
Behavioral:
Critical thinking
Problem solving
Conflict resolution (internal & external)
Solid written and verbal communication skills
Project management
Ability to work independently and take ownership in a fast-paced environment
Technical:
Proficient in Microsoft applications
Experience using PBM tools (reporting tools, issue management tools, claims adjudication, etc.)
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.
