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Account Manager Client Service - Austin, TX

UnitedHealth Group

Austin, TX
Job Code:
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Job Details

Account Manager Client Service - Austin, TX(Job Number:703722)

Position Description:

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.

Positions in this function are responsible for first-level response and resolution or triage of escalated issues with external and internal customers.  Responsible for the overall delivery of benefits and services by providing on-site support and guidance to assigned client (s) (may include one or more accounts).  Acts as outward-facing, dedicated resource for assigned account, with direct client contact for large or complex client.   Builds relationships with employer/group client (not individual members) and serves as the primary point of contact for day-to-day operational service delivery.  Represents client internally and coordinates with other functions to infuse call/ claim service delivery expectations, complete projects, and address ongoing service needs. 

Primary Responsibilities:

  • Investigate and manage escalated claim/call/appeals issues through root cause analysis and communicate outcome (in person, telephonically or via written communication) to internal partners or external clients.
  • Serve as liaison between internal customers and external customers to facilitate call and claim issue resolution and respond to inquiries.
  • Track, trend and proactively review accounts for service opportunities.
  • Drive process improvement based on trend analysis.
  • Identify and report system problems in relation with benefit installation and interpretation.
  • Complete ad hoc report requests and analysis.
  • Document and track all issues and activities accurately within ETS-BE.
  • Complete and deliver complex Performance Guarantee reporting to internal and/or external customers.
  • Create and deliver quarterly and annual service performance scorecards.
  • Create and deliver to Operations Account Manager quarterly 4-Block with overall client experience results.
  • Represent UHC operations in communication to clients related to new programs and enhancements to existing programs.  Proactively messaging to clients and Account Management Team.
  • Drive excellence in service within organization and across organization by providing feedback to Operations on service failures.
  • Attend Account Management and/or client meetings representing call and claim and host and/or lead internal meetings with operations leaders to share Voice of the Customer feedback.
  • Lead service remediation efforts by creating action plan, hosting meetings with internal and external partners, sharing updates with UHC leaders and driving solution to resolution.
  • Provide consultative support to strategic business partners, assisting in delivery of services for new/existing business implementation, i.e., engaging in conversations regarding past experience or potential issues around benefit or claim processing.
  • Develop and deliver customer specific (benefit, claim, and cultural) training to Transaction and Customer Care organization.
  • Support and/or host existing customer site visits.
  • Would typically be responsible for a single, high profile dedicated account.
  • Lead process improvement special projects and work teams for dedicated client and potential global impact.
  • Support in external customer audits e.g. operational assessment, audit recommendation responses, hosting audit meeting.
  • Support Open Enrollment (i.e. updating open enrollment database, training call teams, benefit fairs, vendor summits etc.)

Job Client Services/Sales Support
Primary Location US-TX-Austin
Other Location 
Organization B&E Svcs - Operations Advocacy
Schedule Full-time
Number of Openings 1
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UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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