Client Engagement Manager (CEM) – Remote in MI

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. 

Position Overview:

The Client Engagement Managers (CEM) serves as single point of contact for Union Benefit Representatives and Benefit Chairs to facilitate member level issues for resolution. They will serve as a core member of the OptumRx account management team focused on retire benefits and member growth. The CEM is responsible for plan education, presentations and a variety of plan inquiries that will require research and escalation.  CEM is responsible for building external relationships with Union Locals and their leadership. Additionally, the CEM will manage special projects on an as needed basis.

The Client Engagement Managers (CEM) also supports overall day-to-day service delivery by working closely with the internal partners. This role represents clients internally/externally and coordinates with other functions to capture and support client requirements, complete projects, and address ongoing service needs. 

If you reside near Flint, Michigan, you will enjoy the flexibility to telecommute* as you take on some tough challenges.

Primary Responsibilities:

• Serves as single point of contact for Union Benefit Representatives and Benefit Chairs to facilitate member level issue resolution and respond to a variety of plan inquiries
• Enhances the overall delivery of benefits and services by providing dedicated support and guidance to the client which includes meetings, plan materials, emails, phone calls, in-person conversations
• Works directly for the client in the assigned City or State as required by the UAW Medical Benefits Trust contract
• Establishes self as a strategic partner for Union Benefit Representatives and Benefit Chairs and develops relationships with local union leadership in the assigned regions
• Provides a high level of expertise with OptumRx product knowledge
• Responsible for plan benefit education, including–attending and presenting at retiree meetings scheduled by the UAW Trust with the intent of educating the retirees about the OptumRx UAW Trust plan
• Triage and apply critical thinking/solutioning skills to troubleshoot client and retiree issues
• Facilitate Pre 65 and retiree meetings scheduled through UAW Trust webpage and Calendar.com 
• Document and track all member and plan related issues and activities accurately
• Interface with retirees directly and professionally in person, by phone, or email with a sense of urgency while providing a complete resolution to the retiree’s issue
• Ability to represent OptumRx in a professional manner while attending Local Union Meetings and interacting with the retirees and client
• Communicate effectively between retirees, the client, the Account Management Team, and Senior Leadership, often flexing the style of communication based on the audience
• Present at retiree meetings including Open Enrollment and other educational events scheduled by the Local Unions
• Complete Expense Accounts in compliance with the company Expense Account Policies and Procedures

Additional Operational Support:

• Adds additional support to the UAW Trust by helping to manage the day-to-day operational functions in the areas of reporting, eligibility, escalated member/client concerns, benefit design setup and changes, product/program implementation and other service delivery projects to ensure operational quality and client satisfaction 
• Collaborates with multiple layers of operational teams in a complex matrix driven organization to ensure quality service delivery for the clients you serve
• Provides regular communication to management on client concerns and feedback
• Participates in team, segment, or organizational projects/workgroups
• Coordinate activities to support impact reporting, root cause analysis and full remediation
• Demonstrate a high level of knowledge pertaining to the customer’s specific benefit design
• Perform other assignments and responsibilities as required by management
• Seeks stretch opportunities to expand knowledge and skillsets

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:

• 3+ years of previous healthcare and/or PBM experience
• 6+ months of experience with client management with member facing events
• Intermediate level of proficiency with Microsoft Word (ability to create and edit correspondence), Microsoft Excel (ability to create, edit, and sort spreadsheets, basic analytical formulas), Microsoft PowerPoint (ability to create and edit slides), Microsoft Outlook and proficiency with Teams
• Ability to travel up to 75% for client and retiree meetings as requested with the ability to book travel through American Express Travel in compliance with the company Travel Policies and Procedures
• Reside in the state of Michigan
• Access to reliable transportation and valid active driver’s license in state of residence with the ability to rent vehicles

Preferred Qualifications:

• Certified Pharmacy Technician
• SalesForce or ServiceNow experience
• Advanced reporting skills

Soft Skills:

• Excellent listening and communication skills, both verbal and written with a strong attention to detail
• Demonstrated ability to communicate ideas clearly and concisely
• Strives for excellence
• Process Management Skills with the ability to organize, manage and control multiple projects concurrently and prioritize demands
• Self-directed and works with minimal guidance
• Works effectively both independently and in a team environment
• Strong analytical, strategic thinking and problem-solving skills
• Ability to synthesize information from multiple sources
• Highly motivated with ability to work in a fast paced, changing environment
• Demonstrates a ‘can do’ spirit, a sense of optimism, ownership and commitment
• Ability to easily adapt to new, different and changing situations, requirements or priorities

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

 

The salary range for this role is $71,600 to $140,600 annually based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. 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. 

 

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.

 

 

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. 

 

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

 

 

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