Health Plan Onsite Client Manager

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 onsite, dedicated operational manager for one of UMR’s largest customers 
• Manage the overall delivery of benefits and services for assigned customer
• Responsible for and ownership of all customer service results 
• Position may evolve as needed to respond to the needs of the assigned customer and of our business 

This position is to be located full-time in the customer’s office in Bentonville, Arkansas 

Primary Responsibilities:

• Lead Account Management Team calls and initiatives to implement and service the most efficient processes possible. Provide superior customer service and account management 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, reporting 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 Pharmacy, Medical, Mental Health/Substance Abuse, Financial Accounts, etc.
• In conjunction with the Strategic Client Executive 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.)
• Participate and facilitate external client meetings along with the Strategic Client Executive to discuss the 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 
• 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 UnitedHealth Group’s principles of integrity and compliance and adhere to our business principles
• Recognize and instill UnitedHealth Group’s cultural values into everyday interactions with internal partners and clients
• Strengthen relationships with internal 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:

• Bachelor’s Degree or equivalent experience
• 3+ years of administrative experience with extensive exposure to benefit administration 
• Ability to travel up to 20-25% of the time

Preferred Qualifications:

• Expert knowledge of the health industry, products and services, and the managed care environment
• Knowledge of third-party administrator processes and resources (claims, eligibility, accounting, contract, underwriting) 
• Solid technical skills including word processing, database management, and spreadsheet applications
• Superior customer service skills
• Solid verbal and written communication skills
• Solid organizational and project management skills
• Solid presentation skills
• Negotiation skills
• Leadership skills

The salary range for this role is $71,600 to $140,600 annually based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. 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.

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.