National Account Onsite Service Account Manager - Groton, CT

UnitedHealth Group•Groton, CT

6h•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 The National Account Onsite Service Account Manager (SAM) is a client-embedded role responsible for delivering high-touch, end-to-end service support for one or more strategic National Account clients. This role is positioned to serve as the primary day-to-day contact for complex service needs, providing real-time resolution, issue tracking, and benefit navigation support for client HR and benefit teams. Operating either onsite or in a hybrid capacity, the Onsite SAM builds strong, trusted relationships and helps bridge the gap between client expectations and internal operations. This includes managing escalations, identifying service trends, coordinating cross-functional solutions, and supporting initiatives that improve the overall member experience. The SAM ensures the delivery of timely, accurate and consistent service that aligns with both contractual obligations and UnitedHealthcare’s commitment to excellence. The ideal candidate is service-driven, solutions-oriented, and highly collaborative- with the ability to navigate complex benefit plans, support strategic conversations, and act with professionalism in high-visibility settings.

Requirements

5+ years demonstrated experience in a relevant healthcare, insurance, or service delivery role
3+ years of experience in client-facing roles within healthcare, insurance, or benefit administration
Demonstrated success managing complex service escalations and acting as a liaison between internal operations and external clients
Proven experience supporting National Account or large employer group clients with customized benefit configurations
Experience working in matrixed environments with cross-functional teams (e.g., Sales, Clinical, Provider Services, Member Services, Operations)
Proven solid background in claims processing, eligibility, enrollment, and service operations
Willing and able to travel up to 75%25 (site visits)

Nice To Haves

Ongoing training or certifications in customer experience, healthcare compliance
Onsite or embedded service experience with employer group clients
Experience in using internal service tools (e.g., Salesforce, ServiceNow, ACET) and report delivery platforms
Knowledge of HIPAA regulations, service guarantees, and performance tracking
Familiarity with National Account (large employer group) self-funded plans

Responsibilities

Serve as the day-to-day, client-facing point of contact for HR and benefit staff at a designated National Account client
Build and maintain trusted relationships with key client stakeholders through consistent, proactive engagement
Support scheduled onsite or virtual service meetings, including benefit fairs, open enrollment sessions, and operational reviews
Provide guidance on benefit design, claims inquiries, and member-level concerns, translating complex information into client-ready communication
Own the end-to-end resolution of service-related issues, including claim disputes, eligibility inquiries, and benefit misinterpretations
Partner with internal teams (e.g., Claims, Clinical, Provider Services, Pharmacy) to drive timely and accurate resolution of escalations
Document service issues and track resolution timelines using internal tools; maintain visibility and accountability across stakeholders
Identify and escalate recurring trends or patterns in service issues that require cross-functional attention or root cause resolution
Provide the client with regular updates on issue resolution, open items, and trending concerns
Support internal and external service reporting, ensuring data is accurate, relevant, and tailored to the client’s needs
Collaborate with internal partners to translate operational data into meaningful service insights
Monitor performance metrics, service guarantees, and client expectations to support transparency and trust
Act as a liaison between the client and internal business areas to coordinate seamless delivery of services
Collaborate with Account Management, and Operations to align service delivery with broader client goals
Participate in internal meetings to provide client insights, voice of the customer feedback, and early risk identification
Support implementation of new benefits, vendor integrations, or service enhancements that affect the client experience
Reinforce standard processes and service protocols while remaining client-centric in approach
Educate client contacts on tools, self-service protocols while remaining client-centric in approach
Identify opportunities to streamline service workflows or reduce preventable escalations
Represent UnitedHealthcare’s brand and commitment to excellence without surprises in every interaction
Maintain a regular onsite presence and travel across multiple client locations as needed
Assess site-specific needs and tailor onsite support, education, and engagement accordingly
Balance enterprise consistency with local customization to ensure equitable support across locations