Decision Support Manager jobs in Massachusetts

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.

The Sr Client Manager is a senior level role with accountability for shaping and driving activity related to the execution of client delivery plans (including the realization of revenue from new to existing account deals) across specific solution areas for assigned clients.  This role works collaboratively with the Sales Executive (SE), Client Executive (CE) and other Optum Client Manager(s) to determine emerging and potential client needs and plan for the overall growth of the client relationship. The Client Manager builds/maintains and expands relationships with the client’s leadership team and the stakeholders utilizing Optum solutions.  The Sr Client Manager will typically manage roughly 20 enterprise accounts supporting $20 - $30M in annualized contract value in our Strategic Market tier of Decision Support Payer and Provider clients.

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

Primary Responsibilities: 

• Partners with Client Executive to build an effective client plan that addresses client’s business needs (current and emerging), supports growth, provides measurable value, and increases client engagement/loyalty.  Partner with sales on new growth opportunities through a deep understanding of client’s business goals
• Develop and refine client strategy by participating in due diligence, scoping, and design sessions with the client formally and informally, and to continually identify needs of client
• Act as a client advocate and proactively partner with and lead teams to exceed client expectations
• Actively participate in client renewals identifying expansion opportunities, facilitating the contract changes and updates as needed
• Establishes, cultivates, and manages the customer relationship at multiple levels, (executive suite to solution owners) serving as a trusted business advisor/partner to the client
• Constantly assesses the value our solutions are delivering and leads team members to develop approaches that increase the value we provide and increase the impact Optum has on the client’s business
• Create a value story consistent with the client strategy. Present value of Optum solutions to various levels within the client, including executives, decision makers and key influencers.  This may include on-site or virtual meetings
• Ensuring delivery to client per contractual obligations.  Ensure reporting of any performance guarantees.  Negotiate contractual agreements, statements of work, and performance guarantees.  Serve as liaison with contracting/legal/finance
• Oversee cross functional client teams on the delivery of all services; works with the team to leverage internal resources to address performance issues (escalate as needed) to drive resolution
• Ensures the realization of expected client revenue through achieving renewal, revenue attainment and partnering with CE on growth initiatives
• Key executive liaison between our clients and Optum BU leaders (shared with CE)
• Responsible for business process management and entry of timely updates to CRM System (SF.com), including but not limited to client planning, opportunity management, contact management, current solution footprint, etc.
• Responsible for Client Loyalty Survey identification/administration including identification of contacts to be surveyed, pre-survey outreach, post-survey follow-up, driving action plans based on individual and client survey feedback, and ongoing maintenance of information into SF.com
• Ensure Client Satisfaction and client willingness to serve as a reference

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: 

• 5 years of experience working with all levels of leadership including senior-level c-suite executives and demonstrating progressively increasing responsibility for client relationship management and consultation
• Healthcare industry experience in the payer or provider market 
• Proven excellent negotiation/influence, collaboration, and listening skills
• Proven ability to consult with clients to meet their business objectives
• Demonstrated ability to message, position, and present information for maximum customer impact and influence
• Ability to effectively navigate and drive results in a highly complex, matrix environment
• Experience managing large or complex client relationships
• Ability to travel 25-50%, depending on client demands

Preferred Qualifications: 

• Case and Utilization Management experience, candidate could be formerly a nurse and/or worked in a clinical role using medical decision support criteria or technology
• Solid financial acumen and experience, with experience managing a P&L
• Experience with complex solutions (e.g., outsourcing and BPO) 
• Proven track record of successful management, service and/or revenue retention activities for complex customers or projects
• Experience working with large managed care organizations or large integrated care delivery systems
• Professional and effective communication skills required including comfort with conversations that create clarity and improve collaboration at all levels within complex and diverse organizations
• Ability to be highly organized and capable of driving multiple projects to completion simultaneously
• Successful track record of working as a part of dynamic, fast-paced, and growing teams that are results oriented and collaborative
• Effective analytical, problem-solving, and decision-making skills
• Experience with Excel, CRM tools, and Net Promoter Score 
• Currently reside on the East Coast 
• Currently reside on the West Coast 

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

California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, or Washington Residents Only: The salary range for this role is $90,000 to $195,000 annually. Role is also eligible to receive bonuses based on sales performance. 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.  
 
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. 
 
 
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer 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.