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Dedicated Client Services Manager - National Remote

Employer
UnitedHealth Group
Location
Hastings
Salary
22.45 - 43.89 USD Hourly

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You'll enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges.

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 equitable. Ready to make a difference? Join us and start doing your life's best work. SM

This role is equally challenging and rewarding. Within a high volume environment, you'll need to model and act as an Ambassador for the company while solving complex health care inquires The Service Account Manager acts as a customer advocate to resolve escalated and complex issues.

This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8 hour shift schedules during our normal business hours of (7:00am - 7:00pm). It may be necessary, given the business need, to work occasional overtime.

All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.

Primary Responsibilities:
  • Acts as a customer advocate to provide assistance, build and sustain positive relationships with brokers, their customer groups and dedicated employer groups through direct / indirect communication to resolve issues / problems
  • Serve as the primary contact for the broker / customer / employer group for all service issues (benefits, enrollment, policies billing, eligibility, authorization, claims etc.), gather information and manage customer expectations and service needs
  • Attempt to achieve first - call resolution of issues, but will also collaborate with dedicated functional experts (i.e., billing analysts) to resolve issues quickly and effectively
  • Confirm receipt, provide expected turnaround times, and communicate resolution to the broker / customer / employer contact within expected turnaround times
  • Research issues to analyze root causes and determine corrective action steps
  • Proactively resolve issues, update broker / customer on status and / or coordinate internal resources to ensure end - to - end resolution of issues
  • Research / monitor issue resolution process to ensure expected turnaround times are met and proper corrective action steps are taken
  • Proactively update the broker / customer on issue status as required
  • Communicate issue resolution to the broker / customer within the expected turnaround times
  • Track and analyze process metrics to determine root causes and make improvement recommendations
  • Dedicated DCSM (Dedicated Client Service Manager) responsible for providing 1 to 1 service support for Key Account and Platinum Brokers
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.

Required Qualifications:
  • High school diploma / GED (or higher)
  • 2+ years of customer service experience analyzing and solving customer problems
  • Proficiency with Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
  • Experience with Microsoft Word (ability to sort, filter, and create simple documents), Microsoft Excel (ability to sort, filter, and create simple spreadsheets), and Microsoft Outlook (ability to create, respond to, store, and retrieve emails, and use calendar to schedule meetings)
  • Ability to work 7:00am - 7:00pm. It may be necessary, given the business need, to work occasional overtime.
Telecommuting Requirements:
  • Required to have a dedicated work area established that is separated from other living areas and provides information privacy
  • Ability to keep all company sensitive documents secure (if applicable)
  • Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
Soft Skills:
  • Ability to multi-task including the ability to understand multiple products and multiple levels of benefits within each product
  • Ability to articulate clearly via email and phone
  • Ability to well in a fast paced environment with competing priorities
  • Compassionate
  • Issue ownership to provide end to end resolution
  • Effective written and oral communication skills
Careers with UnitedHealthcare. Work with a Fortune 5 organization that's serving millions of people as we transform health care with bold ideas. Bring your energy for driving change for the better. Help us improve health access and outcomes for everyone, as we work to advance health equity, connecting people with the care they need to feel their best. As an industry leader, our commitment to improving lives is second to none.

California, Colorado, Connecticut, Nevada, New Jersey, New York, Washington or Rhode Island Residents Only: The salary range for California / Colorado / Connecticut / Nevada / New Jersey / New York / Washington / Rhode Island residents is $22.45 - $43.89.Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.



Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.



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