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The Senior Client Relationship Manager for the Remote Health Readiness Program (RHRP) acts as a crucial bridge between OSHS and the military Service Component (e.g., Active-Duty Tricare Prime Remote, Army Reserve, Army National Guard, Air National Guard, Air Force Reserve, Navy Reserve, Marine Corps Reserve, and Coast Guard, etc.) they support. They are responsible for ensuring the successful execution of RHRP services by fostering solid relationships, facilitating communication, coordinating activities, and ensuring compliance with program requirements, all while prioritizing the health readiness of Service Component personnel. This role ensures seamless communication, efficient coordination, and proactive issue resolution to maintain health readiness initiatives for Service Component personnel. This position focuses on and interprets trend analysis, budgetary review, utilization review, strategic impact awareness to help the Service Components better understand and manage their program budget and needs.

You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

Customer Interaction Key Responsibilities and Duties:

• Accountable for Service Component specific program deliverables including strategic, operational, and tactical planning, subject matter expertise, and process training to ensure client satisfaction
• Identify feedback and contribute to program improvement by reporting recurring issues or suggestions for improvement to include communicating with the Director, Client Engagement to gather feedback to improve client user experience
• Build and maintain solid relationships with the RHRP DHA Program Office, and Service Component points of contact. Facilitate effective communication and coordinate activities between these stakeholders to ensure operational processes comply with federal and contract requirements and that Service Component expectations are met
• Proactively address and resolve conflicts or issues with the client (the Service Component)
• Participate in the implementation of policies, procedures, goals, and objectives. Identification and acclimation of new clients, incremental acquisition from existing clients, and direct management of all client requirements
• Manage multiple relationships at the program and Service Component levels in order to provide maximum benefit to both the Service Components and Optum Serve
• Gathers information and trends from the Supervisor, Client & Event Solutioning, business and operational department team members, customer satisfaction surveys, reporting etc. to better address Service Component program needs
• Identifies gaps in a Service Component’s service delivery model and align those needs with realistic solutions that satisfy Service Component requirements and adhere to contractual requirements
• Maintains situational awareness of program and Service Component strategy, operations, administration, and contractual requirements
• Provides rapid response to Service Components during heightened periods of utilization, government system outages, changes in budgetary appropriations, weather related cancellations, regulatory and policy changing directives
• Works with the Client Solutioning Team to identify areas of focus leading up to and after the event to meet the Service Component’s needs with continued focus on After Action Reviews (AARs) to improve service delivery and quality
• Support the Client Solutioning Specialists to help teach/educate the customer on new systems access and utilization and identify areas of focus across other service delivery channels that are utilized in order to improve service delivery and quality
• Provide customer organizational level training and orientation with new RHRP support systems.
• As a courtesy, report as needed/requested any urgent or emergent medical incidents that were reported during RHRP service delivery to the appropriate Service Component POC or during Service Component meetings
• Responsible for reporting and sharing best practices to the Director of Client Engagement and other leadership team members to identify areas that improve program outcomes and make them standard
• Must be the contract and operational expert when interacting with the Service Component, understanding system needs and operational administrative requirements

Customer and Internal Operations Coordination Key Responsibilities and Duties:

• In cooperation with program leadership, assist with service implementations and tracking client contract deliverables to include scope of services, reporting and follow up items between internal operational departments and customers; facilitating issue resolution between all parties to ensure all commitments and customer expectations are met
• Define and develop operational processes to meet the requirements of the client and collaborate with supporting team members and program execution and surveillance staff to finalize those processes in each area
• Communicate across functions, teams, and all levels of the organization with regular updates, reports and/or presentations on client status, positioning, and development needs
• Develop and maintain relationships with all levels of staff throughout the organization and act as a senior liaison supporting other team members and operational departments regarding issue resolution, processes, training, education, and support of the Service Components
• Coordinate client-related visits, set agendas, facilitate meetings, and communicate with participating members; as appropriate, provide oversight to staff, and support the staff to ensure return on investment (ROI) of these efforts
• Meet proactively with client leadership to discuss plans, new products, services, and technology solutions; revenue opportunities; and collaborate with marketing and business operations as needed
• Provide client education requiring preliminary research and presentation

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:

• 6+ years of experience working with military service components
• Proven experience building and developing client relationships, ensuring client satisfaction
• Ability to establish rapport, credibility, trust, and confidence with Optum Serve internal departments and clients
• Ability to be a self-starter with solid problem-solving drive and efficient work habits along with flexibility and adaptability to changing situations
• Excellent problem solving, negotiation skills, and public speaking skills
• Ability to implement and execute new initiatives using good judgment skills to gain results
• Proven excellent written and verbal communication skills including but not limited to the ability to develop and present courses of action to high level buyers and decision-makers at the Program level
• Demonstrated ability to handle high-stress and high visibility projects in front of a customer
• Proven exceptional interpersonal skills and the ability to work effectively in a dynamic and fast-paced environment are crucial
• Ability to influence and negotiate through use of verbal, written and interpersonal means with a diverse group of people/disciplines at all levels of an organization
• Proven experience working with a high-performing, collaborative and constructive teams as well as managing program scope, contractual requirements, and budgets
• Proven solid project and process management skills managing complex, multi-faceted projects resulting in measurable successes, utilization expansion and program growth
• Proven ability to work effectively in a team environment
• Proven ability to execute multiple tasks efficiently and effectively
• Proven ability to navigate complex systems, processes, and multiple stakeholder requirements
• Ability pass a federal background check (NACI) and obtain a DoD Common Access Card if required by contract
• Intermediate Microsoft Office Suite skills
• Ability to travel up to 50% to various locations to oversee events and may involve some weekend or evening work
• Driver’s License and access to reliable transportation

Preferred Qualifications:

• Program Management Professional (PMP) certification
• Experience in a health-related field, working with medical professionals
• Experience with leadership/mentorship
• Military medical and dental readiness requirement experience
• Military knowledge and language to include the understanding of active and reserve components, rank structures and the scope of the RHRP contract such as eligibility and pricing

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

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you’ll find a far-reaching choice of benefits and incentives. The salary for this role will range from $89,900 to $160,600 annually based on full-time employment. We comply with all minimum wage laws as applicable.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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.

OptumCare 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.

OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment