Senior Account Manager Client Services, National Accounts – Remote

At United Healthcare, 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

You’ll enjoy the flexibility to work remotely
* from anywhere within the U.S. as you take on some tough challenges.

• Serve as the operational manager for administrative services for the most complex National Accounts customers
• Service products that contribute to the continued growth, profitability, enhancing customer retention and new business opportunities
• Responsible for and ownership of all customer service results
• Manage the overall delivery of benefits and services for assigned clients
• Our business continues to evolve and change. In order to respond to these changes, CSI will remain committed to a flexible work force allowing positions to evolve and change to respond to needs of our business

• Lead Account Management Team (AMT) calls and initiatives to implement and service the most efficient processes possible. Provides superior customer service to internal and external customer/partners by meeting and exceeding expectations
• Investigate, research, and resolve complex issues presented by the client and or AMT members and analyze trends, develop customer-specific solutions in collaboration with cross-functional teams
• Coordinate all activities for timely implementation of products and services and demonstrate in-depth knowledge
• Triage and apply critical thinking skills to troubleshoot complex client issues, providing timely resolution and determining root cause. Take appropriate steps to remediate and close
• In conjunction with the Strategic Client Executive (SCE), lead external customer meetings to ensure clients are well informed and knowledgeable about plan options, proactively communicating new products, sharing policy and procedural and legislative changes (including Health Care Reform) through consultative, collaborative and open dialogue
• Ensure seamless, complete, and accurate Health Fair and Open Enrollment activity including staffing, order materials, assisting in creating customer specific presentations as well as assisting with virtual options such as virtual booths when requested
• Participate and facilitate external client meetings along with the SCE to discuss issue log, open projects and initiatives. Ensure proper documentation of discussions
• Oversee completion of internal tasks for new products and customer specific initiatives
• Maintain solid partnership with SCE to ensure success of AMT process and customer satisfaction, attend client meetings for renewal planning and finalist meetings
• Deliver superior service thereby enhancing the organization’s reputation in the industry
• Build and maintain solid partnerships with the AMT, and support team members as appropriate
• Meet or exceed internal metrics and client goals, measure and report on the quality of service that the business delivers to clients. Contribute to increasing member and client Net Promoter Score (NPS) satisfaction scores
• Maintain a comprehensive working knowledge of specialty company offerings and their integration with core products
• Actively maintains professional and technical knowledge by reading internal communications, attending educational workshops/training and reviewing industry related publications
• Serve as an example of UHG’s principles of integrity, compliance and adhere to our business principles
• Proactively monitor and manage customer accounts (which may include Rx, Medical, MHSA, Financial Accounts (HRA, HSA, FSA, HIA etc.)
• Ensure timely and accurate delivery of client communications (i.e. correspondence and fulfillment materials, , etc.)
• Strengthen relationships with CSI team members and collaborate on special projects when they arise
• Recognize and instill UHG’s cultural values into everyday interactions with internal partners and clients

• 5+ years of health care business…