National Account Service Account Manager

UnitedHealth Group•New London, CT

2d•$72,800 - $130,000•Onsite

About The Position

The National Account Service Account Manager provides a high-touch, customer-focused onsite service experience as a dedicated resource for Electric Boat and its employees. The role serves as a trusted point of contact to help employees navigate health care questions, resolve service issues, connect with appropriate resources, and receive coordinated support from initial inquiry through resolution. The manager owns the overall employee experience, including coordinating with internal teams, subject matter experts, customer service resources, case management, providers, and other partners when needed. The position builds relationships with employees, Electric Boat HR, Benefits and Wellness teams, Account Management, union partners, and internal business partners through empathy, responsiveness, transparency, visibility, and follow-through. It also identifies trends, service opportunities, and recurring issues, partnering across the organization to improve the employee experience and strengthen the Electric Boat–UnitedHealthcare partnership. This is a full-time, onsite, employee-facing position, with a five-day-per-week presence across Electric Boat locations: two days per week at Quonset Point, Rhode Island, and three days per week across Connecticut sites, which may include New London, Groton, Waterford, and Eagle Park. Core onsite hours are 7:30 AM–4:00 PM, Monday through Friday. The employee must be flexible to work other eight-hour schedules during normal business hours of 7:00 AM–4:30 PM EST and occasionally provide support outside core hours. Some travel to additional off-site locations may be required. On-the-job training is provided during normal business hours. The salary range is $72,800–$130,000 annually based on full-time employment. The company offers a comprehensive benefits package and incentive and recognition programs, including equity stock purchase and a 401(k) contribution, subject to eligibility requirements. Candidates must pass a drug test before beginning employment.

Requirements

High school diploma/GED or equivalent work experience.
Must be 18 years of age or older.
At least 5 years of customer service experience or at least 3 years of customer relationship/account management experience.
At least 3 years of experience with health care benefits, claims, health care navigation, or a related service environment.
Ability to take ownership of issues and maintain accountability from initial contact through resolution.
Collaboration skills and ability to coordinate effectively across multiple teams and functions.
Ability to identify trends and translate employee experiences into opportunities for improvement.
Computer skills and ability and willingness to learn new systems, tools, and resources quickly.
Flexibility to support occasional business needs outside established core hours.
Ability to work full-time, Monday through Friday, with flexibility to work any eight-hour shift during normal business hours of 7:00 AM–4:30 PM EST.
Ability to work onsite five days per week across the specified Electric Boat locations.
Superior interpersonal and customer service skills, including the ability to engage effectively with employees from varied backgrounds and roles.
Strong listening skills and ability to understand both the stated question and the underlying employee need.
Strong verbal and written communication skills, including the ability to explain complex health care information clearly and compassionately.
Strong problem-solving, critical-thinking, and sound judgment skills.
Ability to manage challenging, sensitive, or emotional customer interactions with empathy, professionalism, and confidence.

Nice To Haves

Experience working onsite with a client or in a high-touch, face-to-face customer service environment.
Experience supporting employees with health care navigation, benefits, claims, or complex service needs.
Experience working with health care providers and/or internal health care service teams.
Experience supporting large or complex employer groups.
Experience working with unions or union-represented populations.
Familiarity with manufacturing or similar workforce environments.
Experience identifying service trends and contributing to process improvement initiatives.
Familiarity with UnitedHealthcare systems and resources; specific system experience is helpful but not required.

Responsibilities

Serve as the primary onsite resource for employees, providing guidance and support with benefits, claims, eligibility, health care navigation, and wellness resources.
Manage cases proactively, resolve issues, follow up, and communicate clearly from intake through resolution.
Investigate and resolve complex benefit and service issues by coordinating with internal teams, providers, clinical resources, and external partners.
Build and maintain relationships with HR, Benefits, Wellness, union representatives, leadership teams, employees, and internal business partners.
Serve as a trusted onsite UnitedHealthcare representative.
Educate and engage employees through individual consultations, group presentations, enrollment support, wellness initiatives, and outreach programs.
Monitor, document, and analyze employee inquiries, service trends, and operational issues to identify opportunities to improve service delivery.
Provide reporting, insights, and strategic recommendations in support of client objectives, performance goals, operational excellence, and continuous improvement.
Connect employees with appropriate health care, behavioral health, wellness, and condition-management resources.
Maintain a structured onsite coverage schedule in coordination with Electric Boat HR and leadership.
Maintain visible and accessible onsite coverage across Electric Boat locations, with two days per week at Quonset Point and three days per week across Connecticut sites.
Adapt schedule and site coverage to evolving employee, operational, event, and business needs; travel to additional off-site locations when required.