Job Description
Title: Client Services Manager – National Remote
Location: Dallas TX; US
Job Category: Sales & Marketing
Job Type: Full-time
Travel Percentage: -1
Job Description:
You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.
The Client Services Manager works directly with an assigned portfolio of customers. Acts as outward-facing, dedicated resource for assigned accounts, with direct client contact (not call center). Builds relationships with clients 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. The Client Services Manager strives for the highest levels of customer satisfaction in the delivery of Optum services and acts as subject matter expert to each managed account. Examples of common client projects include the following for WC Bill Review.
- New client Implementations
- Test batches or savings opportunity analyses for sales team
- Client claim system transition
- Client EDI file layout changes and testing
- Client workflow change
- Stewardship reporting and meeting preparation
- Client software upgrade or new platform roll out
- Savings report development and testing
This position is full-time (40 hours/week) Monday – Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7am – 6pm. It may be necessary, given the business need, to work occasional overtime.
*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
Primary responsibilities:
New Account Set-up and Implementation: 35%
- Completes documentation (e.g. Account Setup Form) to set up new accounts.
- Assists in configuring applications according to customer requirements.
- Provides overall project management for all transitions (e.g. Bill review platform changes for existing clients, new client transitions, and special projects).
- Acts as subject matter expert for all Optum services.
- Provides demos of Optum services as needed by sales/clients.
- Assists with completion of RFPs.
- Completes test batches/savings opportunity analysis for all services.
Relationship Development/Management: 35%
- Acts as the primary point-of-contact for the customer
- Leads implementation and optimization of customer solutions.
- Conducts training for both external and internal users on procedures/technology.
- Participates in client meetings as assigned by Director.
- Communicates with customers on a consistent basis.
Customer Service/Satisfaction Existing Accounts: 30%
- Responds to inquiries about services.
- Escalates issues as needed to exceed customer expectations.
- Assists AEs with stewardship meetings to address issues/trends and identify opportunities to enhance business practices.
- Facilitate communication across various Optum departments/client staff in order to resolve escalated issues.
- Create and maintain client requests in an action log.
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.
Requirements:
- Bachelor’s Degree and 2+ years of Client Management experience in Workers Compensation OR High School Diploma / GED (or higher) with 5+ years of Client Management experience in Workers Compensation
- Experience with Windows PC applications including Microsoft Excel (create and edit spreadsheets), Microsoft Word (create and edit documents), Microsoft Outlook (create, edit, and send email), and Microsoft Power Point (create and edit presentations)
- Ability to work any of 8-hour shift schedules during normal business hours of 7am – 6pm. It may be necessary, given the business need, to work occasional overtime.
Preferred Qualifications:
- Auto client support experience
- Account management experience
Telecommuting Requirements:
- Required to have a dedicated work area established that is separated from other living areas and provides information privacy
- Ability to keep all company sensitive documents secure (if applicable)
- Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
Soft Skills:
- Exceptional verbal and written communication skills.
- Adaptability and strong problem-solving skills.
- Excellent active listening skills.
- Ability to build rapport and collaborate with others within the company and externally.
- Ability to collect, track, and analyze large amounts of data.
California, Colorado, Connecticut, Nevada, Washington or New York, Rhode Island Residents Only: The salary range for California / Colorado / Connecticut / Nevada / Washington / New York / Rhode Island residents is $27.07 – $53.08. Pay is based on several factors including but not limited to education, work experience, certifications, etc. 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.