Healthcare Account Manager | Hybrid & Remote

UnitedHealth Group; Phoenix (AZ); Hybrid; USD 73,000 - 130,000; Full time

Job summary

UnitedHealth Group's UnitedHealthcare is hiring a full-time hybrid Service Account Manager to support the Arizona State Retirement System (ASRS). The role requires on-site presence in Phoenix with occasional telecommuting, standard hours 8:00 AM to 5:00 PM Arizona time, and overtime during peak season.

You will establish client relationships, triage issues, document activity, and serve as a liaison between internal teams and external customers, driving process improvements and ensuring high

Qualifications

• High School Diploma, GED, or equivalent work experience
• Active Accident & Health license in the candidate's state of residence, or ability to obtain the license within 90 days of hire
• 18 years of age or older
• 2+ years of account management experience
• 2+ years of health care industry experience
• Proficiency with Microsoft Word, Excel, Outlook, and presentation tools, including creating and editing documents and spreadsheets, managing calendars and rules, and preparing and delivering presentations
• Proven excellent verbal and written communication skills, with the ability to communicate clearly with clients, members, and internal partners
• Demonstrated solid attention to detail and demonstrated accuracy in data entry and documentation
• Demonstrated ability to collaborate effectively with team members and cross-functional partners to achieve shared business goals
• Ability to travel up to 25% of the time
• Ability to work full-time during standard business hours of 8:00 AM to 5:00 PM Arizona time, with flexibility to work occasional overtime during peak season based on business needs
• 2+ years of business, client service, or account support experience
• Medicare insurance experience
• Experience working at or supporting a client site
• Experience resolving escalated member or customer issues
• Experience working with eligibility systems or benefits administration

Responsibilities

• Establish and maintain effective working relationships with the assigned client, client staff, and internal team members to support shared goals
• Provide first-level triage, response, and resolution for escalated issues involving internal and external customers
• Investigate and manage escalated member-level issues through root cause analysis, and communicate outcomes to internal partners or external client or members in person, by phone, or in writing
• Accurately document and track all issues and activities in the issue tracking database
• Serve as a liaison between internal and external customers to support member-level issue resolution, identify and elevate trends, respond to inquiries, and act as a benefits and program subject matter expert
• Enhance the delivery of benefits and services by providing dedicated on-site support and guidance to a large or complex client, including attending meetings, preparing and delivering reports, managing issue inventory, responding to emails and phone calls, and supporting in-person conversations as needed
• Rotate between telecommuting and working directly at the client site as required by contract
• Track, trend, and proactively review account activity to identify service opportunities and drive process improvements based on trend analysis
• Serve as an eligibility liaison between the client and internal eligibility team by managing and verifying documentation and entering eligibility transactions directly into the client's eligibility system
• Support the maintenance of policy and procedure documentation

Skills

Account management

Healthcare industry experience

Communication skills

MS Office (Word, Excel, Outlook)

Client relationship building

Documentation & data entry

Education

High School Diploma, GED, or equivalent

Tools

Microsoft Office Suite

Job description

UnitedHealth Group's UnitedHealthcare is hiring a full-time hybrid Service Account Manager to support the Arizona State Retirement System (ASRS). The role requires on-site presence in Phoenix with occasional telecommuting, standard hours 8:00 AM to 5:00 PM Arizona time, and overtime during peak season.

You will establish client relationships, triage issues, document activity, and serve as a liaison between internal teams and external customers, driving process improvements and ensuring high