Senior Account Manager - Remote

Sr. Account Manager

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 inclusion, talented peers, comprehensive benefits and career development opportunities.

Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

The Sr. Account Manager drives retention and growth through development of account strategies and business relationships with external clients. In this role, the focus will be on delivering best-in-class service to clients, leading and managing internal and external relationships, as well as developing new business from existing clients.

This role operates in a fast-paced, high-visibility client environment and requires the ability to quickly assume ownership of complex accounts with minimal oversight. A key focus will be leading 1/1 readiness activities and operational project execution for a large, complex client.

The ability to proactively identify client needs and establish proactive plans will be key. This role will conduct customer consultations, lead applicable negotiations, and work with internal partners to support client commitments and contractual deliverables.

This role will also serve as a key contributor to the development, documentation, and delivery of standardized service delivery processes, onboarding materials, and training resources. The individual will help ensure new hires, and existing team members have access to clear, repeatable, and accurate documentation that supports consistent execution, knowledge transfer, and operational continuity.

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

Primary Responsibilities:

• Operational Management:
  • Facilitate and lead all operational ongoing maintenance (benefit updates, file updates, etc.) and ensure successful execution
  • Lead 1/1 readiness activities, including ownership of project plans, timelines, and execution across cross-functional teams
  • Lead daily/weekly readiness updates and progress reporting with client and internal functional partners
  • Facilitate training of all Optum Rx client-facing systems and tools
  • Initiate end-to-end operational readiness project plans, including identifying task duration, sequencing, team resourcing, and dependencies while successfully managing projects to full execution
  • Own the day-to-day service experience of customers by working with Operations and functional partners to resolve issues promptly and accurately
  • Lead resolution of escalated requests, including customer consultations as required
  • Develop and maintain solid relationships with internal partners to manage the customer service experience
  • Coordinate activities to support impact reporting, root cause analysis, and full remediation
  • Develop, negotiate, analyze, interpret, and implement SOPs and reporting
  • Provide consultative support on Medicare Part D / Medicaid and CMS requirements, including guidance memos and Corrective Action Plans (CAPs)
  • Proactively identify and lead process improvements based on client feedback or internal challenges
  • Recognize cost avoidance opportunities and offer solutions
  • Operate effectively in a team-based account model, providing cross-coverage and supporting peers as needed
  • Serve as a mentor to Account Manager and CSM roles
  • Demonstrate solid industry knowledge and act as a consultative partner focused on best practices and optimal outcomes
  • Develop, document, maintain, and train standardized Service Delivery operational processes, workflows, procedures, and best practices
  • Build and continuously enhance onboarding, training, and development materials to support new hires, cross-coverage resources, and ongoing business needs
  • Create and maintain process documentation, including SOPs, operating guides, readiness materials, escalation paths, and workflow references
  • Support onboarding plans for new team members by identifying required systems, tools, client knowledge, operational processes, and training milestones
  • Facilitate knowledge transfer sessions to reduce dependency on individual contributors and support consistent service delivery across the account team
  • Identify documentation gaps, process inconsistencies, and training needs based on client feedback, internal escalations, operational trends, and cross-functional partner input
  • Ensure training and documentation materials are accurate, current, accessible, and aligned with operational expectations, compliance requirements, and client commitments
• Client Relationship Management:
  • Establish and maintain solid relationships with customers to drive satisfaction and retention
  • Serve as a primary owner of client engagement, leading meetings including agenda…