Senior Service Account Manager - Richardson, TX

Company: UnitedHealth Group
Location: Richardson
Posted on: November 22, 2022

Job Description:

If you are located within commutable distance of 1311 W President George Bush Hwy Richardson, TX 75080, you will have the flexibility to work from home and the office in this hybrid role as you take on some tough challenges.Welcome to one of the toughest and most fulfilling ways to help people, including yourself. 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. SM The Senior Service Account Manager will be responsible for presenting and creating open enrollment information to county commissioners, judges, etc. Serve as the primary contact for complex public sector customers for all service issues (setup, billing, claims, eligibility, etc.) and understand and manage customer expectations and service needs.This position is full-time (40 hours/week). Employees are required to have the flexibility to work any of our 8-hour shift schedules within our normal business hours of 8:00am - 5:00pm CST. All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy. Primary Responsibilities:

• Serve as the primary contact for complex public sector customers for all service issues (setup, billing, claims, eligibility, etc.) and understand and manage customer expectations and service needs.
• Build and sustain positive relationships through direct and indirect communication
• Serve as the external face of UnitedHealthcare to customers and members by actively being engaged in onsite meetings, outreach to customer agencies and departments, open enrollment sessions, etc.
• Attempt to achieve first - contact resolution of issues; collaborate with dedicated functional experts (e.g., billing analysts) to resolve issues quickly and effectively
• Confirm receipt and provide expected turnaround times for issue resolution to the broker / customer.
• Research issues to analyze root causes and determine corrective action steps.
• Resolve issues and / or coordinate internal resources to ensure end - to - end resolution of issues.
• Monitor issues to ensure they are resolved within expected turnaround times, specifically in accordance with performance guarantees when applicable.
• Proactively update the broker / customer on issue status as required.
• Communicate issue resolution to the broker / customer within the expected turnaround times.
• Track and analyze process metrics to determine root causes and make improvement recommendations.
• Mentor new hires and assume leadership roles in projects focused on improving on processes, tools, and training.
• Create or generate required customer reporting, including performance guarantee reporting.
• Presenting and creating open enrollment information to county commissioners, judges, etc. 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:
  • High School Diploma / GED (or higher)
  • 2+ years industry experience in healthcare, preferably in an account management role
  • Proficient with Microsoft Word (creating documents, labeling), Microsoft Excel (reporting, filtering, V - lookups) and Microsoft PowerPoint (creating detailed presentations from scratch)
  • Ability to travel locally for customer meetings and events
  • Ability to work any 8-hour shift within our normal business hours of 8:00am - 5:00pm CST
  • Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation.Preferred Qualifications:
    • Associate degree (or higher)
    • 2+ years' experience with self - funded public sector customersTelecommuting Requirements:
      • Reside within commutable distance of 1311 W President George Bush Hwy Richardson, TX 75080,
      • Have a dedicated work area established that is separated from other living areas and provides information privacy
      • Ability to keep all company sensitive documents secure (if applicable)
      • Reside in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet serviceSoft Skills:
        • Strong presentation skills
        • Strong problem solving and organizational skills
        • Superior customer service skills
        • Demonstrated relationship management skills UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status. Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at Learn how Teresa, a Senior Quality Analyst, works with military veterans and ensures they receive the best benefits and experience possible. 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. SM 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.,

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