Client Service Manager, Client Services – Remote

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 to start Caring. Connecting. Growing together.

 

Job Purpose:

• Serve as the operational manager for administrative services for National Accounts customers
• Service products that contribute to continued growth, profitability and retention of business
• Manage the overall delivery of benefits and services for assigned clients
• Responsible for and ownership of all customer service results
• Our business continues to evolve and change and 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 the needs of our business

 

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

 

Primary Responsibilities:

• 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, analyze, and develop creative solutions to client-specific problems related to systems, claims, networks, providers, eligibility, ID cards, billing, banking, and portal through active cross-functional team participation
• Coordinate all activities for timely implementation of products and services
• Proactively monitor and manage customer accounts (which may include Rx, Medical, MHSA, Financial Accounts (HRS, HSA, etc.)
• In conjunction with the Strategic Client Executive (SCE) and the Underwriter, provide effective benefit consultation for plan revisions, and legislative changes (including Health Care Reform)
• Ensure timely and accurate delivery of client communications (i.e. correspondence and fulfillment materials, ID cards, etc.)
• Ensure seamless, complete, and accurate Health Fair and Open Enrollment activity including staffing, order materials, assisting in creating customer specific presentations
• Participate and facilitate external client meetings along with the SCE to discuss issue log, open projects and initiatives. Ensure proper documentation of discussions
• Triage and apply critical thinking skills to troubleshoot client issues, providing timely resolution and determining root cause. Take appropriate steps to remediate and close
• Maintain a comprehensive working knowledge of specialty company offerings and their integration with core products
• Support Account Management Team, as appropriate
• Meet internal metrics and client goals; measure and report on the quality of service that the business delivers to its clients. Contribute to increasing member and client NPS satisfaction scores
• Actively maintains professional and technical knowledge by reading internal communications, attending educational workshops/training and reviewing industry related publications
• Model UHG’s principles of integrity and compliance and adhere to our business principles
• Recognize and instill UHG’s cultural values into everyday interactions with internal partners and clients
• Strengthen relationships with CSI team members and collaborate on special projects when they arise

 

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:

• 3+ years of administrative experience with extensive exposure to benefit administration
• Expert knowledge of health industry, products and services, and the managed care environment
• Knowledge of internal process and resources (claims, eligibility, accounting, contract, underwriting) preferred
• Excellent personal computer skills including word processing, database management, and spreadsheet applications
• Superior customer service skills
• Verbal and written communication skills
• Organizational and project management skills
• Presentation skills
• Leadership skills
• Driver’s license and access to reliable transportation
• Ability to travel up to 20-25% of the time

  

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

 

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits re subject to eligibility requirements). No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives. The salary for this role will range from $71,200 to $127,200 annually based on full-time employment. We comply with all minimum wage laws as applicable.

 

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants

 

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. 

 

 

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.    

 

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