Service Account Manager - Phoenix, AZ

Unitedhealth Group Inc. Phoenix , AZ 85002

Posted 2 months ago

UnitedHealth Group is working to create the Healthcare system of tomorrow and you can help. Already Fortune 6, we are totally focused on innovation and change. We work a little harder. We aim a little higher. We expect more from ourselves and each other. And at the end of the day, we're doing a lot of good.

Through our family of businesses and a lot of inspired individuals, we're building a high - performance Healthcare system that works better for more people in more ways than ever. Now we're looking to reinforce our team with people who are decisive, brilliant and built for speed. Join with us and start doing your life's best work.SM

Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.SM

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.

Primary Responsibilities:

  • Serve as the liaison to a complex customer base to manage first level response and resolution of escalated issues with external and internal customers

  • Quickly and accurately identify and assess customer issues and resolve the issues real - time

  • 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

  • Provide expertise and customer service support to members, customers, and / or providers

  • Quickly establish rapport relating to the customer in a polite, positive and courteous manner

  • Project patience, empathy, caring, and sincerity in voice tone and words

  • Express thoughts and information clearly and succinctly

  • Handle irate callers in a manner that defuses their emotion

  • Achieve quality and efficiency objectives

  • Maintain proficiency in all technical applications (technical skills and system knowledge)

  • Comply with all current policies, procedures and workflows

  • Individual must have medical claims processing / knowledge. Excellent written and oral communication skills a must.

Required Qualifications:

  • High school diploma / GED (or higher) or 10 years equivalentexperience of client management in health insurance industry.

  • 3 years of customer service experience

  • Intermediate proficiency with MS Excel (createsspreadsheets, pivot tables, merge cells, VLOOKUP, Sum, Sub, Add) MS Word(create external communications, copy, paste, mail merge), MS Outlook (ableto use calendar, set meetings, respond to emails, send emails, usefolders), Adobe Pro and PDF (create custom documents, or manipulatingcurrent documents.)

  • Basic knowledge of medical insurance terminology

  • Be able to acquire Arizona Life and Health Licensewithin first 6 months of employment.

Preferred Requirements:

  • Working knowledge of ISET (i.e. reviewing claim issuesand eligibility)
  • Experience with UNET - Based Programs (CES, TOPS)
  • Experience in Claims Payment, Claims Adjustments and / orEnrollment

Careers at UnitedHealthcare Employer & Individual. We all want to makea difference with the work we do. Sometimes we're presented with an opportunityto make a difference on a scale we couldn't imagine. Here, you get thatopportunity every day. As a member of one of our elite teams, you'll providethe ideas and solutions that help nearly 25 million customers live healthierlives. You'll help write the next chapter in the history of health care. Andyou'll find a wealth of open doors and career paths that will take you as faras you want to go. Go further. This is your life's best work.SM

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

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

Keywords: Service, Management, Claims, Medical, Health Insurance

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Service Account Manager - Phoenix, AZ

Unitedhealth Group Inc.