Position Description:Health care is changing because it has to. UnitedHealth Group is driving that change because we want to. And, because there's no team, anywhere, that is better equipped to do it. When it comes to talent and remarkable individual achievements we are 133,000+ strong. That's a lot of people doing a lot of great things. For them, and for you, we've created an environment that brings out their best in all the ways that make them special. What words describe that for you? Creativity? Focus? Intensity? Passion? Bring it all. We'll provide you with a mission and a culture that make the most of it. That's why someday, you'll look back at the things you achieved here and realize that you did your life's best work.The Service Account Manager is responsible for first - level response and resolution or triage of escalated issues with external and internal customers. This role will enhance the overall delivery of benefits and services by providing on - site dedicated support and guidance to a large or complex client. The Service Account Manager builds relationships with employer / group clients (not individual members) and serves as the primary point of contact for operational service delivery by: representing the client internally, completing projects and reporting, and coordinating with other functions to meet service delivery expectations and address ongoing service needs.Primary Responsibilities:Establish and maintain effective relationship with assigned clientInvestigate and manage escalated member level issues through root cause analysis and communicate outcome (in person, telephonically or via written communication) to internal partners or external clientsServe as liaison between internal customers and external customers to facilitate member level issue resolution and respond to inquiriesTrack, trend, and proactively review accounts for service opportunitiesDrive process improvement based on trend analysisIdentify and report system problems in relation to benefit installation and interpretationComplete ad - hoc report requests and analysis and submit to customer research team as neededDocument and track all issues and activities accurately within the issue tracking databaseDrive excellence in service within organization and across organization by providing feedback to Operations on service failuresStrengthen relationship with Account Management Teams and external customersTravel to meet with UnitedHealthcare Operations Advocacy and Account Management Team on an as needed basisDemonstrated high integrity and ethical behavior and compliance to applicable laws, regulations and policiesMust understand and manage customer expectations and service needs by building and maintaining positive relationships (both internal and external) and by delivering quality service; thereby enhancing UHC reputation in the industryBuild a strong working partnership with the CSM and SAE to ensure customer satisfaction and retentionManages all service related issues on assigned book of business. Investigates, researches and resolve problems presented by the customer and Account Management Team (AMT) membersTriage and troubleshoot client issues providing timely resolution and determining root causeManage customer / responsiveness throughout the AMT teamManages and meets internal metrics and client specific metricsEngage senior leadership to adopt new ideas, products, escalations and approachesModels UHG's principles of integrity and compliance. Adheres to our business principlesActs as a project manager, facilitating and managing the AMT process, setting direction, schedule and issue logs to ensure resolution of issues across functional areas are completeMaintains professional and technical knowledge by reading internal communications, attending educational workshops / training and reviewing industry related publicationsMaintains current insurance license(s) as required by lawProactively works with customers, SAE, AMT and business partners to create and implement service and process improvementsLeads effective meetings with customers, vendors and matrix partners as necessary
Required Qualifications:High School Diploma / GEDMust reside in the state of Kentucky2+ years of Account Management experience2+ years of Healthcare Industry experienceActive license in resident state for Accident & Health or the ability to obtain it within 90 days of employmentExperience with Microsoft Word (create and modify documents)Experience with Microsoft Excel (create and modify pivot tables, manipulate data, create charts and graphs)Experience creating presentations and presenting in front of groupsAbility to travel up to 25% of the time (domestic)Preferred Qualifications:Associate's Degree (or higher)Previous business project management experienceMedicare insurance experienceExperience working at a client siteExperience with Microsoft PowerPoint (create and modify presentations)Careers at UnitedHealthcare Employer & Individual. We all want to make a difference with the work we do. Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You'll help write the next chapter in the history of healthcare. And you'll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is your life's best work.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.Keywords: Account Manager; Account Management; Healthcare, United Health Group; Project Management, Medicare; UHG; Kentucky; KY
Our mission is to help people live healthier lives and to help make the health system work better for everyone.- We seek to enhance the performance of the health system and improve the overall health and well-being of the people we serve and their communities. - We work with health care professionals and other key partners to expand access to quality health care so people get the care they need... at an affordable price. - We support the physician/patient relationship and empower people with the information, guidance and tools they need to make personal health choices and decisions.