Client Services Manager - Hybrid in Plymouth, MN

Careers at Solutran, part of the Optum and UnitedHealth Group family of businesses. We create direct spending solutions driven by our extensive financial tech experience to help those we serve be healthier, happier and more productive. Our platform helps members manage their health plans, supplemental benefits and rewards all in one place. You'll have the opportunity to make it easier for consumers to manage their own health by making healthier products more affordable and their purchases streamlined. If you are a driven individual that thrives in fast-paced environments, values diversity and wants meaningful work that impacts the lives of many, then this is the team for you. Being part of an organization that makes healthier living easier for others leads to your life's best work.(sm)

Make An Impact

Solutran is a leading FinTech company committed to creating game-changing, customer-friendly solutions. We serve health-seeking populations by partnering with the nation's largest health plans, government programs, such as WIC and SNAP, as well as with employers and retailers. We've established a reputation for delivering modern, advanced customer experiences through best-in-class solutions used by millions.

Solutran has grown over four times in size in the last couple of years. As a result, in January we became part of the Optum Financial family (a part of UnitedHealth Group). The Solutran team and our platform are now at the center of the most significant healthcare payments innovation in modern history. The journey is just beginning. We expect this growth to accelerate and invite you to grow with us!

Position Summary:

Our Client Services Manager is accountable for successful client relationships and client satisfaction, as well as leading a team of Client Service Specialists for aligned clients. In this role you will provide expertise and direction on a day-to-day basis by responding to escalated questions and resolving client issues in a timely manner. A qualified candidate must have the ability to quickly build a solid understanding of our services and how they are delivered, along with learning a variety of systems that drive our processing and delivery to our clients.

A successful candidate will be analytical, able to work in a collaborative environment with all departments and employees and take pride in delivering unmatched service for our clients and their members while acting with honesty and integrity.

This is a hybrid position and candidates must live in the Twin Cities area of Minnesota for in-office days at our Plymouth, MN office.

If you are located Plymouth, MN you will have the flexibility to telecommute* as you take on some tough challenges.

Primary Responsibilities:

• Lead, supervise, and provide support for a client services specialist team, having accountability for daily activities of business support and ensuring high levels of exceptional customer service
• Set priorities for the service specialist team to ensure task completion and performance goals are met
• Ensure team meets SLAs
• Monitor and share daily stats, focusing on trends and opportunities for process efficiencies
• Conduct 1:1 and development meetings with each team member regularly
• Perform evaluations on client meeting minutes and oversee team's activities and tasks
• Update processes, provide training, and create job training aides
• Proactively identify opportunities and gaps impacting our service. Develop solutions based on client needs, business requirements, and/or internal operational process gaps
• Mentor and provide coaching and feedback to team members. Conduct annual performance reviews and provide formal corrective action with assistance from department Director and Human Resources
• Other responsibilities as assigned

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

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:

• Bachelor's degree from a 4-year college or university; or equivalent of education and experience
• 4+ years of experience in customer service, preferably working with company clients
• 2+ years of experience with training, coaching, mentoring, and supervising a team
• Solid customer service skills including the ability to recognize, understand, and meet the needs of internal and external customers
• Proficient in Microsoft Office: Word, Excel, and Outlook

Preferred Qualifications:

• Previous experience as a Client/Customer Service Supervisor or Manager
• Ability to use both analytical and intuitive judgment and sound decision making in interpreting, developing, and applying new methods and policies that affect the business
• Excellent interpersonal and communication skills
• Exhibit solid organizational skills, flexibility, time management, and attention to detail in a goal - orientated environment
• Full COVID-19 vaccination is an essential requirement of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance

Where you will work:

• This is a hybrid position, offering an in-office and work-from-home schedule. Our office is in Plymouth, Minnesota. Local Minnesota candidates only, please.

Travel Requirement:

• This position does not require frequent travel.

Please note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

AAP/EEO

• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by federal, state, or local law.

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.

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 bylower 48 law.

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