Account Manager Client Services - Phoenix, AZ

UnitedHealth Group•Phoenix, AZ

1d•$72,800 - $130,000•Hybrid

About The Position

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 optimized. Ready to make a difference? Join us to start Caring. Connecting. Growing together. This budgeted replacement request is to backfill a dedicated hybrid Service Account Manager position supporting the Arizona State Retirement System (ASRS), which serves 49,840 members and generates $1.5 million in annual revenue. The position has been vacant since March 2026. The ASRS contract requires a minimum of one full-time, on-site customer service representative in the Phoenix office for the first 20,000 Medicare Plan Participants, plus one additional representative for each additional 10,000 participants, or as needed to maintain high participant satisfaction. This is a full-time position. Employees are required to work standard business hours from 8:00 AM to 5:00 PM Arizona time, with flexibility to work occasional overtime during peak season based on business needs. We provide several weeks of on-the-job training, with training hours aligned to your regular work schedule. If you are located in Phoenix, AZ, you will have the flexibility to work remotely as you take on some tough challenges.

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
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%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

Nice To Haves

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 escalate 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