Health care is changing because it has to. UnitedHealth Group is driving that change because we want to. And, because theres no team, anywhere, that is better equipped to do it. When it comes to talent and remarkable individual achievements we are 133,000+ strong. Thats a lot of people doing a lot of great things. For them, and for you, weve 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. Well provide you with a mission and a culture that make the most of it. Thats why someday, youll 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.
Establish and maintain effective relationship with assigned client
Investigate 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 clients
Serve as liaison between internal customers and external customers to facilitate member level issue resolution and respond to inquiries
Track, trend, and proactively review accounts for service opportunities
Drive process improvement based on trend analysis
Identify and report system problems in relation to benefit installation and interpretation
Complete ad - hoc report requests and analysis and submit to customer research team as needed
Document and track all issues and activities accurately within the issue tracking database
Drive excellence in service within organization and across organization by providing feedback to Operations on service failures
Strengthen relationship with Account Management Teams and external customers
Travel to meet with UnitedHealthcare Operations Advocacy and Account Management Team on an as needed basis
Demonstrated high integrity and ethical behavior and compliance to applicable laws, regulations and policies
Must 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 industry
Build a strong working partnership with the CSM and SAE to ensure customer satisfaction and retention
Manages all service related issues on assigned book of business.
Investigates, researches and resolve problems presented by the customer and Account Management Team (AMT) members
Triage and troubleshoot client issues providing timely resolution and determining root cause
Manage customer / responsiveness throughout the AMT team
Manages and meets internal metrics and client specific metrics
Engage senior leadership to adopt new ideas, products, escalations and approaches
Models UHGs principles of integrity and compliance.
Adheres to our business principles
Acts 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 complete
Maintains professional and technical knowledge by reading internal communications, attending educational workshops / training and reviewing industry related publications
Maintains current insurance license(s) as required by law
Proactively works with customers, SAE, AMT and business partners to create and implement service and process improvements
Leads effective meetings with customers, vendors and matrix partners as necessary
UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.
We are committed to introducing innovative approaches, products and services that can improve personal health and promote healthier populations in local communities. Our core capabilities... in clinical care resources, information and technology uniquely enable us to meet the evolving needs of a changing health care environment as millions more Americans enter a structured system of health benefits and we help build a stronger, higher quality health system that is sustainable for the long term.
We serve our clients and consumers through two distinct platforms:
?UnitedHealthcare, which provides health care coverage and benefits services.
?Optum, which provides information and technology-enabled health services.