Reporting to the Senior Vice President of Behavioral Health Payer Channel, the Executive Client Director is responsible for owning and driving the overall relationship with a large Payer client. This role will oversee functional domains (client management, operations, network), and client delivery for the client relationship. The Executive Client Director directly manages Client Service Managers, partners with the Client Executive, and owns dotted line reporting relationships with functional leaders serving the account.
This role will own the overall strategy for maintaining client satisfaction, establishing client expectations (in accordance with client contracts, agreed upon enhancements), communicating these expectations with functional Optum teams, developing client delivery plans, and ensuring consistent Optum execution that meets or exceeds client expectations.
The Executive Client Director role is entirely dedicated to a client based in Boston, spending at least 60% of the time working onsite. This role will be measured by client retention, growth, Net Promoter Score®, and client reference ability.
Primary Responsibilities:
Partners with Client Executive and key business stakeholders to develop and execute strategic client plan that addresses client’s business needs (current and emerging), supports growth, provides measurable value, and increases client engagement / loyalty.
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.
Refines client strategy through continual discussions with client stakeholders, detailed understanding of client context, anticipation of client needs, and holds design sessions with relevant Optum leaders to define solutions and execution plans
Acts as “ambassador” for Optum at client, advancing Optum’s interests with client stakeholders. Represents and articulates value of Optum solutions to various levels within the client, including executives, decision makers and key influencers
Drives regular and ad hoc meetings with client stakeholders on operational, network, and clinical performance. Coordinates creation and dissemination of discussion materials.
Maintains integrated list of client challenges across all functional domains (operations, network, clinical) and proactively keeps Optum leadership abreast of issues
Supports client growth by participating in key client meetings, sales presentations
Ensures contract compliance, including negotiation and reporting of performance guarantees. Negotiates contractual agreements, statements of work, serving as liaison with contracting / legal / finance
Constantly assesses the value our solutions are delivering and leads team members to develop approaches that increase the value we provide and / or increases the impact Optum has on the client’s business.
Engages cross functional client teams on the delivery of BH services, escalating issues where necessary and driving resolution. Holds functional teams accountable to deliver against client requirements and expectations
Owns successful client renewal process, identifying expansion / enhancement opportunities, gauging client receptivity, facilitating contracting processes
Key liaison between client and Optum business leaders (shared responsibility with Client Executive).
Maintains accurate and current client plan in CRM System (SalesForce.com), including client planning, opportunity management, contact management, current solution footprint, etc.
Administers Client Loyalty Survey 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 in SalesForce.com and SatMetrix
Ensures Client Satisfaction and client willingness to serve as a reference
Required Qualifications:
Undergraduate degree
10+ years of experience working with senior - level c - suite executives and demonstrating progressively increasing responsibility for strategic client relationship management
5+ years of experience working with health plans
Excellent written, oral, and active listening communication skills. Demonstrated ability to message, position, and present information for maximum customer impact and influence
Strong experience in influencing internally and externally with soft power, driving cross - functional collaboration, and negotiating win - win solutions
Proven ability to ascertain client needs through active listening skills, and consultatively work with clients to achieve business objectives
Effective skills for navigating and driving results across operations, network, and clinical domains in a highly complex, matrix environment
Financial acumen and experience
Experience working with complex health care solutions (e.g., outsourced health care solutions) required.
Boston or near Boston - based - On - site client presence 60+% of time
Preferred Qualifications:
Relevant advanced degree (e.g., MBA, MHA)
Background in Behavioral Health services at Optum and / or Behavioral Health background / history
P&L management experience
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