Client Service Manager - Remote
Optum · Eden Prairie, MN
- On site
- Full-time
- $130,000 / year
- Eden Prairie, MN
Job highlights
- Manage client relationships and service delivery remotely.
- Resolve complex account issues and requests.
- Act as primary client contact for daily service.
- Analyze client metrics and recommend solutions.
- Collaborate with internal teams to ensure satisfaction.
About the role
Client Service Manager at Optum
Optum is a global organization dedicated to improving health outcomes through technology and care. Join a culture of inclusion, collaboration, and career development to make a real impact on global health optimization.
About the Role
The OptumHealth Employer Senior Client Services Manager is responsible for managing client relationships and ensuring exceptional service delivery for Optum Health clients. You will be the primary point of contact for employer/group clients, addressing their issues, requests, and escalated concerns. This remote role requires a proactive and consultative approach to strengthen business relationships and improve client satisfaction.
Primary Responsibilities
- Ensure client satisfaction by resolving and responding to account issues and requests.
- Coordinate with internal functional areas to address ongoing service needs and diagnose root causes of service issues.
- Provide end-to-end analysis of client requests to proactively identify potential gaps.
- Maintain up-to-date client account information in Optum systems.
- Build and maintain key relationships with clients, consultants, and internal partners.
- Proactively manage client performance guarantees and implement corrective actions.
- Support clients utilizing the Whole Health Solutions Product Suite.
- Solve day-to-day account service issues directly or by leading internal teams.
- Offer consultative, proactive recommendations to enhance business relationships and improve Net Promoter Scores.
- Facilitate client marketing and communication needs.
- Collaborate with Client Executives (CEs) on client reports, ensuring accuracy and coordinating delivery.
- Investigate discrepancies in Optum systems data, such as eligibility information.
- Act as the single point of contact for all service-related issues for assigned accounts.
Key Qualifications
- 3+ years of experience in healthcare, directly dealing with clients.
- 3+ years of experience managing complex and difficult accounts.
- 3+ years of experience within a healthcare delivery system.
- Proven ability to analyze client metrics, interpret data for stakeholders, and recommend impactful solutions.
- Demonstrated ability to operate effectively within a complex, matrix environment.
- Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint).
- Ability to travel up to 25%.
- Valid Driver's license and access to reliable transportation.
Preferred Qualifications
- Experience with data analytic tools like PowerBI and/or Asana.
- Experience with the ServiceNow platform.
Key Skills/Competency
- Client Relationship Management
- Account Management
- Healthcare Experience
- Problem Solving
- Communication Skills
- Client Services
- Issue Resolution
- Matrix Management
- Data Analysis
- Consultative Selling
Skills & topics
- Client Service Manager
- Account Management
- Healthcare
- Client Relations
- Customer Service
- Remote Work
- Optum
- Health Services
- Client Support
- Service Delivery
How to get hired
- Tailor your resume: Highlight 3+ years of healthcare client experience and complex account management.
- Showcase analytics skills: Emphasize your ability to analyze client metrics and recommend solutions.
- Address matrix environment: Detail your experience navigating complex, matrix organizations successfully.
- Prepare for travel: Be ready to discuss your flexibility for up to 25% travel.
- Highlight remote work skills: Demonstrate strong self-motivation and communication for remote work.
Technical preparation
Master Microsoft Office Suite proficiency.,Familiarize yourself with PowerBI or Asana.,Understand ServiceNow platform basics.,Practice data analysis and reporting.
Behavioral questions
Describe a complex client issue you resolved.,How do you handle difficult client conversations?,Share an example of proactive client recommendations.,How do you manage multiple client demands?
Frequently asked questions
- What are the key responsibilities for a Client Service Manager at Optum?
- As a Client Service Manager at Optum, your primary responsibilities include managing client relationships, resolving account issues and requests, coordinating with internal teams for service delivery, analyzing client metrics, and serving as the main point of contact for employer/group clients. You'll also proactively recommend solutions to enhance business relationships and improve client satisfaction.
- Is this Client Service Manager role fully remote?
- Yes, this Client Service Manager role is fully remote, offering the flexibility to work from anywhere within the U.S. However, it does require the ability to travel up to 25% for client needs and a valid driver's license with reliable transportation.
- What qualifications are essential for the Client Service Manager position at Optum?
- Essential qualifications include at least 3 years of experience in healthcare with direct client interaction, 3 years managing complex accounts, and 3 years within a healthcare delivery system. You'll also need proven analytical skills for client metrics, experience in a matrix environment, and proficiency in Microsoft Office Suite.
- What is the salary range for the Client Service Manager role at Optum?
- The salary range for this full-time Client Service Manager position is between $72,800 and $130,000 annually, based on factors like location, experience, and education. Optum also offers a comprehensive benefits package.
- What are the preferred qualifications for this client-facing role at Optum?
- Preferred qualifications for the Client Service Manager role include experience with data analytic tools such as PowerBI and/or Asana, as well as familiarity with the ServiceNow platform. These skills can enhance your ability to manage client data and service requests effectively.
- How does Optum support career development for Client Service Managers?
- Optum fosters career development by providing clear direction on role success and offering opportunities for growth into other positions you may be interested in. The company's culture emphasizes continuous learning and development for its employees.
- What is the application deadline for the Client Service Manager job at Optum?
- The application for this Client Service Manager position will remain open for a minimum of 2 business days or until a sufficient candidate pool is collected. Due to high applicant volume, the posting may be removed earlier than anticipated.
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