Service Account Manager

UnitedHealth Group•Minneapolis, MN

1d•$24 - $43•Remote

About The Position

This position is National Remote. You’ll enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges. Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives? Join us to start Caring. Connecting. Growing together. The purpose of Service Account Manager is to delight our customers by resolving their issues through fast and accurate problem identification, routing to the appropriate department or Account Manager when applicable with resolution or status of issues requiring additional research. The Service Account Manager acts as a customer advocate to resolve escalated and complex issues. Positions in this function are responsible for first-level response and resolution of escalated issues with external and internal customers. Responsible for the overall delivery of benefits and services by providing support and guidance to existing and potential customers to ensure continued membership. This position is full-time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 5:00pm EST. It may be necessary, given the business need, to work occasional overtime. This will be on the job training and the hours during training will be normal business hours, Monday - Friday. You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Requirements

High School Diploma / GED OR equivalent work experience
Must be 18 years OR older
Knowledge of and experience with Protected Health Information (PHI)
Proficiency with Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
Ability to work 8:00am - 5:00pm EST, Monday - Friday
Ability to keep all company sensitive documents secure (if applicable)
Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service.
Self-motivated and able to work in an offsite environment (at customer office)
Ability to multi-task and to grasp new ideas and products
Strong communication and presentation skills
Excellent time - management and organization skills
Strong problem - solving ability
Ability to work within deadlines
Ability to multi-task including the ability to understand multiple products and multiple levels of benefits within each product
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

Nice To Haves

2+ years of customer service experience analyzing and solving customer problems
Experience with updating MDS / MMIS
Experience analyzing and evaluating data
Experience with SalesForce
Working knowledge of ISET (i.e. reviewing claim issues and eligibility)

Responsibilities

Provide expertise and customer service support to members, customers and / or providers
Serve as the liaison to a complex customer base to manage first level response and resolution of escalated issues with external and internal customers
Identify and resolve operational problems using defined processes, expertise and judgment
Investigate claim and / or customer service issues as identified and communicate resolution to customers
Provide feedback to team members regarding improvement opportunities
Within a high - volume environment, you'll need to model and act as an Ambassador for the company while solving complex health care inquires