Senior Director, Client Management - Health Plans PBM - Remote

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. Come make an impact on the communities we serve as we help advance health equity on a global scale. Here, you will find talented peers, comprehensive benefits, a culture guided by diversity and inclusion, career growth opportunities and your life's best work.(sm)

The Senior Director Client Management / Heath Plans, PBM 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. 

You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. Candidates residing in the Eastern Time Zone will be given preference. 

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 via NPS oversight and action plans
• 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 with the 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 and/or oversees 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, pricing, network, clinical, product, growth) and proactively keeps Optum leadership abreast of issues
• Supports client growth by participating in key client meetings, sales and strategy presentations
• Ensures contract compliance, including negotiation and reporting of performance guarantees
• Negotiates contractual agreements, statements of work, serving as liaison with contracting / legal / finance and has overall responsibility and oversight for execution of contract service delivery (e.g., market check, audits, SLAs, and contract amendments)
• Constantly assesses the value Optum 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, upsells etc.
• Ensures Client Satisfaction and client willingness to serve as a reference

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:

• Bachelor's Degree or equivalent experience
• 5 years of experience in strategic client relationship management within a PBM, or Health Plan with direct oversight of a PBM, working with senior - level c - suite executives and demonstrating progressively increasing responsibility 
• 2 years of experience leading a team to deliver results
• Experience messaging, positioning, and presenting information for maximum customer impact and influence (e.g. leading and coordinating Executive Review Committees, bi-annual summits, executive dashboards, Large Case Reviews, etc.)
• Experience in influencing internally and externally with soft power, driving cross - functional collaboration, and negotiating win - win solutions
• Experience ascertaining client needs through active listening skills, and consultatively working with clients to achieve business objectives
• Experience navigating and driving results across operations, network, and clinical domains in a highly complex, matrix environment
• Experience initiating project plans and successfully manage projects to full execution
• Experience leading the RFP (Request for Proposals) process, finalist presentations and negotiating client contracts (specifically, Renewals and Market Checks)
• P&L management experience 
• Experience working with complex health care solutions (e.g., outsourced health care solutions)
• Employee Engagement Experience, specifically, building high-performing teams, team engagement, and employee retention as documented by improved employee satisfaction scores
• Team development/training/mentor experience including operationalizing development plans and ongoing training to support the team, client, market, and business needs
• Ability to travel up to 50%

Preferred Qualifications:

• Relevant advanced degree such as MBA, MPH 
• Project management experience

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)

California, Colorado, Connecticut, Nevada, New York City, or Washington Residents Only: The salary range for California, Colorado, Connecticut, Nevada, New York City, or Washington residents is $118,000 to $226,800. 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. 

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

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.

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.