National Account Service Account Manager

UnitedHealth Group•Spring, TX

2d•$72,800 - $130,000•Hybrid

About The Position

The Onsite Service Account Manager serves as a dedicated, high-touch resource for Electric Boat employees, helping them navigate health care questions and benefits, resolve service issues, connect with appropriate resources, and receive coordinated support from initial inquiry through resolution. The role owns the overall employee experience, including when resolution requires coordination with internal teams, subject matter experts, customer service resources, case management, providers, or other partners. The position builds relationships with employees, Electric Boat HR, Benefits and Wellness teams, union partners, Account Management, and internal business partners through empathy, responsiveness, transparency, visibility, and follow-through. It also identifies trends, recurring issues, and opportunities to improve service delivery and strengthen the Electric Boat–UnitedHealthcare partnership. This is a full-time, Monday–Friday position with core onsite hours of 8:00 a.m.–5:00 p.m. CST and flexibility to work assigned eight-hour schedules within those hours. The role requires a consistent, visible presence across Electric Boat locations, with onsite coverage coordinated with HR and leadership. Occasional support outside core hours, overtime, and travel to additional off-site locations may be needed. The position follows an office-based schedule with two to three in-office days per week; some training is conducted virtually from home, Monday–Friday, 8:00 a.m.–5:00 p.m. The role requires residence within commuting distance of the Spring, Texas office and a secure, private, dedicated home work area with approved high-speed internet for remote work, when applicable.

Requirements

High school diploma/GED or equivalent work experience.
Must be at least 18 years old.
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.
Ability to collaborate and coordinate effectively across multiple teams and functions.
Ability to identify trends and translate employee experiences into improvement opportunities.
Computer skills and the 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–Friday and flexibility to work assigned eight-hour schedules during normal business hours of 8:00 a.m.–5:00 p.m. CST, with occasional overtime as needed.
Ability to reside within commuting distance of the office at 1701 E Mossy Oaks Rd, Spring, TX 77389.
Ability to secure company-sensitive documents and maintain a dedicated, private work area separated from other living areas when working remotely.
Must live where UnitedHealth Group-approved high-speed internet is available or have existing high-speed internet service.
Superior interpersonal and customer service skills, including the ability to engage employees from varied backgrounds and roles.
Strong listening skills and ability to understand stated questions and underlying employee needs.
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 handle challenging, sensitive, or emotional customer interactions with empathy, professionalism, and confidence.
Remote employees must adhere to UnitedHealth Group’s Telecommuter Policy.
Must pass a drug test before beginning employment.

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.
Experience identifying service trends and contributing to process improvement initiatives.
Familiarity with manufacturing or similar workforce environments.
Familiarity with UnitedHealthcare systems and resources; ability to learn and effectively use appropriate tools and resources is emphasized over experience with a specific system.

Responsibilities

Serve as the primary onsite resource for employees seeking guidance on benefits, claims, eligibility, health care navigation, and wellness resources.
Manage cases proactively, resolve service issues, follow up, and communicate clearly from intake through resolution.
Investigate complex benefit and service issues and coordinate with internal teams, providers, clinical resources, and external partners to achieve timely outcomes.
Build and maintain relationships with HR, Benefits, Wellness, union representatives, and leadership teams 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 improvement opportunities.
Provide reporting, insights, and strategic recommendations supporting client objectives, performance goals, operational excellence, and continuous improvement.
Connect employees with health care, behavioral health, wellness, and condition-management resources.
Coordinate a structured onsite coverage schedule with Electric Boat HR and leadership to ensure visibility and accessibility across locations.
Adapt schedules and site coverage to changing employee, operational, event, and business needs, including occasional off-site travel.
Maintain ownership and accountability for employee issues even when other teams or partners are involved in resolution.