UnitedHealth Group
This position is responsible for primary level support of specific client(s). The Client Relations Manager coordinates programs and services between OptumRx and its clients. He / She assures client satisfaction by acting as a knowledgeable representative of products and services from an operational standpoint. Responsibilities include acting as the liaison and primary resource to internal UHG clients and internal OptumRx departments for all client related matters including plan review, research, and effectively communicating to members and clients.
This position is full-time, Monday – Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:30am – 4:30pm PST. 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:
- Direct contact with clients and managing client services.
- Understanding of data systems and analysis.
- Serve as the primary contact for escalated calls/e-mails from the client and assist with responding to service/operational issues providing prompt resolution for complete client satisfaction.
- Cultivate customer trust by providing day-to-day information regarding Benefit plans (co-payments, deductibles, quantity and days supply limitations, etc.) to assure accurate Claims processing and client/member satisfaction.
- Facilitate Client meetings and conference calls.
- Interface with Internal OptumRx resources (Customer Service, Implementation, Mail Service, Specialty, Clinical, Pharmacy Operations, Benefit Design, Eligibility or Client Management, Finance, etc) for further investigation and resolution of client needs or requests.
- Establish operational requirements and support daily client needs.
- Maintain critical client documentation including CID, IFS, plan matrixes, formulary database, rebate tracking tools, meeting agendas, notes, and action logs.
- Maintain expert knowledge of multi-channel processes, to include Plan Benefit information, Customer Service skills, phone and computer databases, and online support.
- Coordinate Eligibility process flow and troubleshoot problems.
- Ensures distribution of Medispan reports.
- Manage supplemental projects and processes involved with servicing clients.
- Requests and maintains client access to OptumRx systems (RxClaim, IDA, OLR, PAS, etc).
- Train clients on Internal systems and procedures.
- Responsible for submitting and coordinating ongoing plan design changes.
- Responsible for working with Project Manager on New Client implementations.
- Support reporting needs of clients.
- Other duties as assigned.
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:
- High School Diploma/GED (or higher)
- 1+ years of experience in a client-facing role
- 1+ years of Account Management experience
- 2+ years of experience with Claims Processing
- 3+ years of Microsoft Office experience, including macros, V-lookups, and formulas with Excel
Preferred Qualifications:
- Previous PBM or Health Plan experience
- Experience with Eligibility systems
- OptumRx systems (RxClaim, IDA, OLR, PAS, etc.) 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