Client Service Delivery Manager - Remote

About the position Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives? Join us to start Caring. Connecting. Growing together. The Client Service Delivery (CSD) team is a client-facing team that partners with Account Management and Operations to support and drive the success of clients’ retrospective chart review programs. The CSD Manager is a client-facing role responsible for supporting the operational execution for specific client projects and program across Medicare Advantage, ACA, and Medicaid programs. Role includes project management, client performance accountability, and matrix team coordination. The Manager will be expected to independently manage his/her own book of clients, embody solid communication skills (written and verbal) and organization skills, use analytical skills to draw insights, have a spirit of curiosity and resourcefulness to meet client and project needs with limited supervision.

Responsibilities

• Partner with cross functional operational partners, and clients to develop operational plans and strategies
• Communicate key operational plans, impacts, and corresponding deliverable dates to clients
• Actively drive operational execution: including project plans, key deliverables, and identify escalation points
• Communicate complex operational process solutions and/or training within a given complex operational process
• Coordinate with clients, operations, and leadership to support a program strategy for client goals
• Seek opportunities to improve operating efficiencies / effectiveness within operational and vendor processes
• Assist with issue escalation resolution
• Forecasting and capacity planning inputs
• Provide system and process training to clients as needed
• Attend weekly meetings with assigned clients to present end to end strategic program plans and performance updates, key metrics, needed client action items, and document and respond to client communications
• Review production reports to identify risk to meeting business objectives and compliance with client service level agreements
• Deliver, analyze and draw insights from reporting and metrics for weekly client meetings and materials for client program kick-off, client end-of-program and client quarterly business reviews
• Manage multiple chart review projects with end-to-end operational partners to ensure project goals are met within expected timeframes
• Meet with operational partners to review program progress to goal as well as join ad hoc meetings
• Partner with operational partners in identifying and resolving risks to meeting business objectives and developing remediation as appropriate
• Seek opportunities to improve operating efficiencies/effectiveness within client and operational processes
• Provide inputs to client forecasting and goal setting

Requirements

• 2+ years of experience with direct client relationship management
• 2+ years of business experience in healthcare industry
• 2+ years of experience in operations project management
• 2+ years of experience working in a large, matrix organization
• Mid-level to Advance proficiency in Excel (pivot tables, V or H look ups, data validation, creating internal/external reports)
• Highly proficient in Microsoft Office products, including Word and PowerPoint
• Proven solid communication (verbal, written) and organizational skills
• Able to apply critical thinking skills to adapt during interface with clients
• Able to process business needs and develop solutions
• Able to work in a matrix environment to drive efficiencies through influence
• Constantly seek ways to improve job and operational efficiency and makes suggestions as appropriate
• Able to work independently
• Able to meet deadlines
• Able to self-solution

Nice-to-haves

• Experience working in risk adjustment operations
• Experience understanding and analyzing complex operational processes
• Experience working in automated database management
• Proven ability to work in a matrix environment to drive efficiencies through influence
• Proven ability to seek ways to improve job and operational efficiency and make suggestions as appropriate

Benefits

• comprehensive benefits package
• incentive and recognition programs
• equity stock purchase
• 401k contribution

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