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Optum Life Sciences Client Success Manager - Remote - 2232756

Dovetail Health

Dovetail Health

Customer Service
Boston, MA, USA
Posted on Saturday, July 6, 2024

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.

Optum’s Life Sciences (OLS) division offers unique participation opportunities for healthcare organizations interested in research, from analyzing patient outcomes to driving more participation in clinical trials. We are seeking a Client Success Manager (CSM) to help support healthcare organizations that participate in our Digital Research Network.

We pride ourselves on a diverse network that helps build out a robust data set for research and casts a wide net to address the needs of participation within clinical trials. We work with leading national health systems and smaller, more localized medical groups.

Success with our client base is measured in the short term through utilization of our tools and services, with the longer-term goal of ensuring renewal of multi-year contractual agreements. This requires a regular cadence of touchpoints with clients, both through structured and ad hoc interactions at different levels within the organizations.

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

Primary Responsibilities:

  • Drive Value through Program Participation and Adoption
    • Develop and manage tailored service plans that align with the objectives of key stakeholders
    • Document progress against key success metrics and milestones, developing risk mitigation strategies as needed
    • Leverage cross-functional partners and resources to support the client’s training needs, driving adoption of our platform
    • Engage the client around product feedback and helps reinforce value of new and existing functionality
  • Manage Service Demands and Health of Clients
    • Manage the individual needs of a client pool effectively, addressing day-to-day requests while also managing against larger service plans
    • Mitigate risk through proactive identification of issues that will impede success, then recommends and designs corrective action plans
    • Document qualitative and quantitative information on client interactions and engagement
    • Set and execute against project milestones, delivering high quality results based on the needs of each client
  • Evolve Program and Service with Business and Market Needs
    • Advance client service and engagement strategies as market demand shifts to focus on specific patient populations or therapeutic areas
    • Document client feedback to inform product roadmap and facilitate direct interaction with product management team
    • Engage across our matrixed organization to work cross-functionally with different groups such as operations, sales, marketing, product management, and legal

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:

  • 8+ years of experience in Client Success, Account Management, Operations, Project Management, or Program Management with a demonstrated track record of prioritizing, planning and handling multiple initiatives simultaneously
  • 5+ years of experience working with leaders in the hospital/provider space or the pharmaceutical industry
  • 5+ years of experience in developing project plans/project teams, while driving project timelines through completion
  • Strong domain breadth and expertise with the healthcare and/or pharmaceutical industry
  • An independent thinker with the ability to work independently and autonomously
  • A collaborative team player who can drive results amidst a matrixed environment
  • Excellent written and verbal communication skills in order to convey detailed and complicated messages in a clear and concise manner to varied audiences
  • Demonstrated ability to adapt but be persistent in achieving desired outcomes
  • Ability to travel onsite to clients up to 25% of the time

Preferred Qualifications:

  • Experience working with programs or initiatives to drive patient enrollment in clinical trials
  • Experience working on new product or program launches
  • Experience working with longitudinal EHR data, including clinical notes

*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, Washington, Washington, D.C. Residents Only: The salary range for this role is $104,700 to $190,400 annually. 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.