Sr Client Service Manager - Remote in Fort Worth ,TX | Optum
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Builds and leverages a network of experts and colleagues to supplement one s own expertise. Owns complex client issues, driving quick and lasting resolution. Collaborates with Client Executives (CEs) to develop client reports; Maintains Client Information via established tools to ensure service delivery, future needs and expectations of the client will be met.......
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.
Optum improves the quality and efficiency of health care through personalized, caring and lifelong services for consumers and employers.
If you are located in TX, you will have the flexibility to work remotely* as you take on some tough challenges.
Primary Responsibilities:
- Ensures Optum client satisfaction by resolving and responding to account issues and requests
- Represents Client Services internally and coordinates with other functional areas to complete projects and address ongoing service needs
- Represents and/or facilitates client meetings/presentations; travel to client site is required
- Diagnoses root causes of service issues; collaborates with and appropriately directs appropriate functional areas to resolve issues
- Provides end to end review and analysis of client requests to proactively identify downstream gaps or issues
- Maintains up to date account information in Optum systems, such as benefit plan updates and client issue tracking
- Builds and maintains key relationships with clients, UChannel, benefits consultants, internal and matrix partners
- Proactively manages client performance guarantees and works with appropriate internal constituents to establish necessary steps to correct and improve results
- Possesses experience and skills to work with accounts that have both Care and Behavioral Management products and are strategic, custom or complex in nature
- Solves day to day account service issues directly or by leading internal teams to a solution
- Provides consultative and proactive recommendations to the client and internally regarding service issues and growth opportunities in order to maintain and grow the business relationship, and increase Net Promoter Scores
- Manages marketing communications projects for clients, including coordination of direct and/or electronic mailings to members
- Collaborates with Client Executives (CEs) to develop client reports; QA’s reports for client specific information and coordinates report delivery with CEs
- Investigates discrepancies in Optum systems data, such as eligibility information
- Maintains Client Information via established tools to ensure service delivery, future needs and expectations of the client will be met
- Acts as single point of contact to the account for all servicer elated issues
- Improves the quality of service delivery for the broader team through sharing knowledge, improving processes, etc.
Competencies:
- Understands and delivers against the Optum Leadership expectations:
- Owns complex client issues, driving quick and lasting resolution
- Proactively meets and exceeds expectations of internal and external clients
- Leads client conversations and presentations, ask probing questions, and recommends solutions
- Collaborates as part of an internal service team encompassing CEs and applicable functional areas to successfully achieve common goals
- Leads multiple individual client focused projects and motivates cross functional participants to improve or address systematic problems or providing value to client
- Exemplifies commitment, discipline, and a solid work ethic to deal with multiple challenges and client expectations
- Exhibits detail orientation and is adept at organizing multiple tasks, data points, requests, and issues
- Exhibits effective written and verbal communication skills
- Builds and leverages a network of experts and colleagues to supplement ones own expertise
- Actively works on Client Services projects to help guide the team toward strategic goals as well as the mission of Optum
- Drives change and innovation through continually seeking and implementing value added solutions for clients
- Possesses an advanced understanding of the health insurance industry
- Possesses deep understanding of Optum’s Care and Behavioral Management product suites, including knowledge of systems used to identify, address and track client service issues
- Leads and motivates a team of people to project completion, but may not have any direct authority over these individuals
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.
Years of post-high school education can be substituted/is equivalent to years of experience
Required Qualifications:
- 8+ years of progressive health services, disease management or related experience, with an advanced understanding of the health insurance industry
- 8+ years of client services or related experience (experience servicing employer clients preferred)
- Proficient in MS Word, Excel, and PowerPoint
- Proven ability to translate analysis of data into a PowerPoint presentation
- Demonstrated ability to build a collaborative culture and relationships across the organization and with external and internal strategic partners
- Proven collaborate effectively within a large matrix organization across multiple stakeholders (including clients, sales rep, sales manager, sales support team, etc.)
- Willing or ability to travel 25% of the time
Preferred Qualifications:
- Proven professional verbal and communication skills
- Proven effective presentation skills
- Proven solid relationship and interpersonal skills
- 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 employers 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
Information :
- Company : Optum
- Position : Sr Client Service Manager - Remote in Fort Worth ,TX | Optum
- Location : Fort Worth, TX 76102
- Country : US
How to Submit an Application:
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Post Date : 2024-12-28
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