Position Description:Welcome to one of the toughest and most fulfilling ways to help people, including you. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.The purpose of Onsite-Service Account Manager is to delight our customers by resolving their issues through fast and accurate problem identification. Resolution may include routing to the appropriate team member when applicable, providing updates to open issues to the member/ customer and communicating resolution after any additional research is completed.Positions in this function are responsible for first-level response and resolution of issues with members and customer. Responsible for the overall delivery of benefits and services by providing support and guidance to assigned client membership base. Primary Responsibilities:Serve as the onsite liaison to a complex customer providing first level response and resolution of issues for both members and customerQuickly and accurately identify and assess member / customer issues and resolve the issues real-timeIdentify and resolve operational problems using defined processes, expertise and judgmentInvestigate claim and / or customer service issues as identified and communicate resolution to customerProvide feedback to team members regarding improvement opportunitiesProvide expertise and face to face customer service support to members and customerQuickly establish rapport relating to the customer in a polite, positive and courteous mannerProject patience, empathy, caring, and sincerity in voice tone and wordsExpress thoughts and information clearly and succinctlyHandle irate callers in a manner that defuses their emotionAchieve quality and efficiency objectivesMaintain proficiency in all technical applications (technical skills and system knowledge)Comply with all current policies, procedures and workflowsExtensive work experience, possibly in multiple functionsLog and track all incoming issues as well as resolution Works independentlyMentors othersActs as a resource for othersCoordinates others' activitiesPresent or conduct meetings either in person or via teleconference
Required Qualifications:High School Diploma / GED or higher Experience with MS Excel (create / update spreadsheets, formulas), Word (create / update documents / PDF), PowerPoint (creating presentations with animations), and Outlook (email, calendar)Health Insurance experience and terminologyExperience with problem resolutionTravel up to 25% within the countyPreferred Qualifications:Associate's degree or higherHuman Resources experience (Employee Benefits, 401K, etc.)Working knowledge of ISET (i.e. reviewing claim issues and eligibility)Experience with UNET - Based Programs (CES, TOPS, CDX)Experience in Claims Payment, Claims Adjustments and / or EnrollmentBilingual in English and SpanishFSA / HSA experiencePresentation skills- meetings / trainingSales Experience 2+ years of Account Management experience – Customer Service, Customer Relationship ManagementIf the hired individual resides in Florida (office based or telecommuting) this position requires the AHCA Level II background check (fingerprinting) by the State of Florida for all clinicians that have direct face to face contact with members OR employees who will have access to confidential patient data and will require renewal every five years.Take the next step, online at: www.yourlifesbestwork.comCareers 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 health care. 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:UHG, Lakeland, FL , customer service, Account Management, health insurance
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.