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Client Service Manager - West Coast - Telecommute - San Jose, CA

Company: UHG
Job type: full-time
Category: Consumer Services

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Job description

Job Description:

Position Description: Energize your career with one of Healthcare's fastest growing companies. You dream of a great career with a great company - where you can make an impact and help people. We dream of giving you the opportunity to do just this. And with the incredible growth of our business, it's a dream that definitely can come true. Already one of the world's leading Healthcare companies, UnitedHealth Group is restlessly pursuing new ways to operate our service centers, improve our service levels and help people lead healthier lives. We live for the opportunity to make a difference and right now, we are living it up. This opportunity is with one of our most exciting business areas: Optum -a growing part of our family of companies that make UnitedHealth Group a Fortune 17 leader. Optum helps nearly 60 million Americans live their lives to the fullest by educating them about their symptoms, conditions and treatments; helping them to navigate the system, finance their healthcare needs and stay on track with their health goals. No other business touches so many lives in such a positive way. And we do it all with every action focused on our shared values of Integrity, Compassion, Relationships, Innovation and Performance. The Client Services Manager serves as the primary liaison between Optum Rx and its clients for day to day operational service activities. Ensures a smooth implementation of pharmacy benefit management programs and provides superior and proactive consultative account management with a focus on improved client satisfaction and operational excellence. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Primary Responsibilities: * Serving as the primary Optum Rx contact for tactical, day to day management of assigned accounts * Planning and managing assigned accounts according to an agreed upon strategy with the goal of retaining >90% of client lives * Maintaining documentation of most current benefit designs, including exclusions, inclusions and co-pay structures and ensures that information is accessible to Customer Service Pharmacy Technicians. Documenting plan change requests from clients and obtain appropriate approval, updates the Benefit Design Summary on the web, and confirming the plan change is completed and accurate. Reviewing Benefit Design Summary documents at least annually with clients and receives appropriate client signatures of approval * Maintaining consistent and regular client communication. Conducting regular on-site or telephonic client meetings to proactively review client benefits, projects and issue management, and tracking * Establishing multiple corporate relationships, both within OptumRx and at client. Work with Strategic Account Executive, and other team members on client renewals and renegotiating contracts with clients to obtain extended agreements while losing as little profitability as possible * Understanding and executing the client contract according to the terms and conditions, including but not limited to the monitoring and reporting of performance guarantees * Staying abreast of industry trends and developments and demonstrates strong communication skills in presenting these to clients * Supporting client open enrollment process by preparing communication materials and attending open enrollment meetings * Following all policies and procedures related to job responsibilities and participating in the development and maintenance of departmental policies and procedures, documentation, and tools for Account Management, as appropriate * Researching claims and member inquiries, and identifying trends * Assisting in the development of client specific implementation plans and managing overall client implementations, including but not limited to written signature of approval by the client of the Benefit Design Summary within 30 days of the client's effective date with Optum Rx * Ensure open client requests and requirements are routed and being worked on by appropriate business area * Track and report on open client requests * Providing regular feedback to management team regarding client requirement status and business development opportunities * Provides training, support and direction to Customer Service Pharmacy Technicians, as necessary. Updates the web tool with appropriate client specific information, e.g. member communication materials, formulary exceptions, exception documents. Educates and assists clients in using help desk for day-to-day inquiries * Assisting in client training and set up for remote system access and reporting * Participating in sales preparation meetings and finalist sales presentations as necessary; regularly attending and actively participating in company meetings as re


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