UnitedHealth Group Client Management Director - Philadelphia, PA in Philadelphia, Pennsylvania

No industry is moving faster than health care. And no organization is better positioned to lead health care forward. We need attention to every detail with an eye for the points no one has considered. The rewards for performance are significant. You'll help improve the health of millions. And you'll do your life's best work.(sm)

The Client Management Director, Heath Plans will serve as Optum’s main client contact, with accountability for building, maintaining, and expanding relationships with client leadership and key client stakeholders.

This role will own the overall strategy for maintaining client satisfaction, establishing client expectations (in accordance with client contracts, agreed upon enhancements), communicating these expectations with functional Optum teams, developing client delivery plans, and ensuring consistent Optum execution that meets or exceeds client expectations.

The Client Management Director, Heath Plans role is entirely dedicated to a client based in Philadelphia, spending at least 60% of the time in office. This role will be measured by client retention, growth, Net Promoter Score®, and client reference ability.

Primary Responsibilities:

  • Partners with Client Executives and key business stakeholders to develop and execute strategic client plan that addresses client’s business needs (current and emerging), supports growth, provides measurable value, and increases client engagement / loyalty

  • Establishes, cultivates and manages the customer relationship at multiple levels, (executive suite to solution owners) serving as a trusted business advisor / partner to the client

  • Refines client strategy through continual discussions with client stakeholders, detailed understanding of client context, anticipation of client needs, and holds design sessions with relevant Optum leaders to define solutions and execution plans

  • Acts as “ambassador” for Optum at client, advancing Optum’s interests with client stakeholders. Represents and articulates value of Optum solutions to various levels within the client, including executives, decision makers and key influencers

  • Drives regular and ad hoc meetings with client stakeholders on operational, network, and clinical performance. Coordinates creation and dissemination of discussion materials.

  • Maintains integrated list of client challenges across all functional domains (operations, network, clinical) and proactively keeps Optum leadership abreast of issues

  • Supports client growth by participating in key client meetings, sales presentations

  • Ensures contract compliance, including negotiation and reporting of performance guarantees. Negotiates contractual agreements, statements of work, serving as liaison with contracting / legal / finance

  • Constantly assesses the value our solutions are delivering and leads team members to develop approaches that increase the value we provide and / or increases the impact Optum has on the client’s business

  • Engages cross functional client teams on the delivery of services, escalating issues where necessary and driving resolution. Holds functional teams accountable to deliver against client requirements and expectations

  • Owns successful client renewal process, identifying expansion / enhancement opportunities, gauging client receptivity, facilitating contracting processes

  • Key liaison between client and Optum business leaders (shared responsibility with Health Plan COE GM)

  • Maintains accurate and current client plan in CRM System (SalesForce.com), including client planning, opportunity management, contact management, current solution footprint, etc.

  • Ensures Client Satisfaction and client willingness to serve as a reference

Required Qualifications:

  • Undergraduate degree

  • 5+ years of experience working with senior - level c - suite executives and demonstrating progressively increasing responsibility for strategic client relationship management

  • 5+ years of experience working with health plans

  • 7+ years of plan management experience with Medicaid and Medicare and Health Care Exchange

  • 5+ year of staff management

  • Excellent written, oral, and active listening communication skills. Demonstrated ability to message, position, and present information for maximum customer impact and influence

  • Strong experience in influencing internally and externally with soft power, driving cross - functional collaboration, and negotiating win - win solutions

  • Proven ability to ascertain client needs through active listening skills, and consultatively work with clients to achieve business objectives

  • Effective skills for navigating and driving results across operations, network, and clinical domains in a highly complex, matrix environment

  • Financial acumen and experience

  • Experience working with complex health care solutions (e.g., outsourced health care solutions) required.

  • Ability to travel up to 25%

Preferred Qualifications:

  • Relevant advanced degree

  • Project management experience

  • P&L management experience

  • Located within commutable distance to the Arch St, Philadelphia Office

  • Must be able to work within this office 60+% of time

Careers with OptumRx. We're one of the largest and most innovative pharmacy benefits managers in the US, serving more than 12 million people nationwide. Here you’ll fill far more than prescriptions. As a member of one of our pharmacy teams, you’re empowered to be your best and do whatever it takes to help each customer. You'll find unrivaled support and training as well as a wealth of growth and development opportunities driven by your performance and limited only by your imagination. Join us. There's no better place to help people live healthier lives while doing your life's best work.(sm)

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.