Account Manager Client Services - Phoenix, AZ (remote - hybrid)

UnitedHealth Group•Phoenix, AZ

12d•$72,800 - $130,000•Hybrid

About The Position

UnitedHealthcare is hiring a full-time Account Manager Client Services to support the Arizona State Retirement System (ASRS), a large client with 49,840 members and $1.5 million in annual revenue. This dedicated hybrid service role provides client and member support, including on-site customer service in Phoenix as required by the contract. The role rotates between telecommuting and working directly at the client site. The employee works standard business hours, 8:00 AM to 5:00 PM Arizona time, and may work occasional overtime during peak season based on business needs. Several weeks of on-the-job training are provided during regular work hours. Employees working remotely must follow UnitedHealth Group’s Telecommuter Policy. The role may require travel up to 25% of the time.

Requirements

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.
Must be at least 18 years old.
At least 2 years of account management experience.
At least 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.
Excellent verbal and written communication skills, with the ability to communicate clearly with clients, members, and internal partners.
Solid attention to detail and accuracy in data entry and documentation.
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.
Remote employees must adhere to UnitedHealth Group’s Telecommuter Policy.
Candidates must pass a drug test before beginning employment.

Nice To Haves

At least 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, the external client, or members in person, by phone, or in writing.
Accurately document and track 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 escalate trends, respond to inquiries, and act as a benefits and program subject matter expert.
Provide 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.