At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges.Job Purpose:
Serve as the operational manager for administrative services for the most complex National Accounts customers
Service products that contribute to the continued growth, profitability, enhancing customer retention and new business opportunities
Responsible for and ownership of all customer service results
Manage the overall delivery of benefits and services for assigned clients
Our business continues to evolve and change. In order to respond to these changes, CSI will remain committed to a flexible work force allowing positions to evolve and change to respond to the needs of our business
Primary Responsibilities:
Lead Account Management Team (AMT) calls and initiatives to implement and service the most efficient processes possible. Provides superior customer service to internal and external customer/partners by meeting and exceeding expectations
Investigate, research, and resolve complex issues presented by the client and or AMT members and analyze trends, develop customer-specific solutions in collaboration with cross-functional teams
Coordinate all activities for timely implementation of products and services and demonstrate in-depth knowledge
Triage and apply critical thinking skills to troubleshoot complex client issues, providing timely resolution and determining root cause. Take appropriate steps to remediate and close
In conjunction with the Strategic Client Executive (SCE), lead external customer meetings to ensure clients are well informed and knowledgeable about plan options, proactively communicating new products, sharing policy and procedural and legislative changes (including Health Care Reform) through consultative, collaborative and open dialogue
Ensure seamless, complete, and accurate Health Fair and Open Enrollment activity including staffing, order materials, assisting in creating customer specific presentations as well as assisting with virtual options such as virtual booths when requested
Participate and facilitate external client meetings along with the SCE to discuss issue log, open projects and initiatives. Ensure proper documentation of discussions
Oversee completion of internal tasks for new products and customer specific initiatives
Maintain solid partnership with SCE to ensure success of AMT process and customer satisfaction, attend client meetings for renewal planning and finalist meetings
Deliver superior service thereby enhancing the organization’s reputation in the industry
Build and maintain solid partnerships with the AMT, and support team members as appropriate
Meet or exceed internal metrics and client goals, measure and report on the quality of service that the business delivers to clients. Contribute to increasing member and client Net Promoter Score (NPS) satisfaction scores
Maintain a comprehensive working knowledge of specialty company offerings and their integration with core products
Actively maintains professional and technical knowledge by reading internal communications, attending educational workshops/training and reviewing industry related publications
Serve as an example of UHG’s principles of integrity, compliance and adhere to our business principles
Proactively monitor and manage customer accounts (which may include Rx, Medical, MHSA, Financial Accounts (HRA, HSA, FSA, HIA etc.)
Ensure timely and accurate delivery of client communications (i.e. correspondence and fulfillment materials, ID cards, etc.)
Strengthen relationships with CSI team members and collaborate on special projects when they arise
Recognize and instill UHG's cultural values into everyday interactions with internal partners and clients
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.Required Qualifications:
5+ years of health care business experience with proven track record focused on establishing and maintaining customer relationships in a service delivery organization
Extensive knowledge of health industry, products and services and the managed care environment
Extensive knowledge of internal process and resources (claims, eligibility, accounting, contract, underwriting)
Ability to travel up to 25% of the time
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter PolicyCalifornia, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, Washington, Washington, D.C. Residents Only: The salary range for this role is $88,000 to $173,200 annually. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.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.
