Client Services Analyst - Plano, TX

UnitedHealth Group is an innovative leader in the health and well-being industry, serving more than 55 million Americans. Through our family of companies, we contribute outstanding clinical insight with consumer-friendly services and advanced technology to help people achieve optimal health.Prescription Solutions helps consumers obtain the medications and products they need to live healthier lives. Services offered by the company include pharmacy network contracting, rebate contracting and administration, mail order pharmacy facilities, specialty drugs and retail drug claims processing.  The company is one of only three in the United States to have received URAC dual accreditation and provides clinical services to help its clients provide cost effective, quality-driven results.  The company is part of Pharmacy Services group, within Enterprise Services, a family of UnitedHealth Group businesses dedicated to improving the health and well-being of Americans.   Position Description: This position is responsible for primary level support of specific client(s). The CSA coordinates programs and services between Prescription Solutions and its clients.  He/She assures client satisfaction by acting as a knowledgeable representative of products and services from an operational standpoint. Responsibilities include acting as the liaison and primary resource to internal/external clients and internal departments for all client related matters including: plan review, research, and effectively communicating to members and clients.     Primary Responsibilities: Serve as the primary contact for escalated calls/e-mails from the client and assist with responding to service/operational issues providing prompt resolution for complete client satisfaction  Cultivate customer trust by providing day to day information regarding benefit plans (copayments, deductibles, quantity and days supply limitations, etc…) to assure accurate claims processing and client/member satisfaction Facilitate client meetings and conference calls Interface with internal RxSol resources (Customer Service, Implementation, Mail Service, Specialty, Clinical, Pharmacy Operations, Benefit Design, Eligibility or Client Management, Finance, etc) for further investigation and resolution of client needs or requests Establish operational requirements and support daily client needs Maintain critical client documentation including CID, IFS, plan matrixes, formulary database, rebate tracking tools, meeting agenda’s, notes and action logs Maintain expert knowledge of multi-channel process, to include plan benefit information, customer service skills, phone and computer databases and online support Coordinate eligibility process flow and troubleshoot problems Ensure distribution of Medispan Reports and P&T decisions to clients Manage supplemental projects and processes involved with servicing clients Request and maintain client access to RxSol systems (RxClaim, RxExpress, IDA, OLR, PAS, etc) Train clients on internal systems and procedures Responsible for submitting and coordinating ongoing plan design changes. Responsible for working with project manager on new client implementations, developing/updating and distributing member materials (ID Cards, Mail Service Brochures, etc) Support reporting needs of clients Interface with identified external client liaisons or vendors, consistent with SOPs, for inquiries needing the assistance of client interaction. Assist with sales RFP requests as necessary Other duties as assigned  Qualifications: Requirements: 3 years of experience working in a retail or mail order pharmacy environment with working drug knowledge 2 years of experience working via phone and computer to communicate with clients and customers Intermediate knowledge of word, excel, and outlook HS diploma, Bachelors or Associates Degree Preferred Ability to travel at least once a quarter nationwide if necessary Must have a positive attitude, great communication skills, and be an outgoing organized individual Assets: Experience working with a PBM Experience working in an account management role Beginner knowledge of Access Pharmacy Tech licence Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V   UnitedHealth Group is a drug-free workplace.  Candidates are required to pass a drug test before beginning employment