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Onsite Service Account Manager - Lakeland, FL

UnitedHealth Group

Lakeland, FL
Job Code:
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Job Details

735689 Onsite Service Account Manager Lakeland FL

Onsite Service Account Manager - Lakeland, FL (735689)

Position Description

Position Description:

Welcome to one of the toughest and most fulfilling ways to help people, including you. 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.

The purpose of Onsite-Service Account Manager is to delight our customers by resolving their issues through fast and accurate problem identification. Resolution may include routing to the appropriate team member when applicable, providing updates to open issues to the member/ customer and communicating resolution after any additional research is completed.

Positions in this function are responsible for first-level response and resolution of issues with members and customer. Responsible for the overall delivery of benefits and services by providing support and guidance to assigned client membership base.

Primary Responsibilities:
  • Serve as the onsite liaison to a complex customer providing first level response and resolution of issues for both members and customer
  • Quickly and accurately identify and assess member / 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 customer
  • Provide feedback to team members regarding improvement opportunities
  • Provide expertise and face to face customer service support to members and customer
  • 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
  • Extensive work experience, possibly in multiple functions
  • Log and track all incoming issues as well as resolution
  • Works independently
  • Mentors others
  • Acts as a resource for others
  • Coordinates others' activities
  • Present or conduct meetings either in person or via teleconference

Required Qualifications:

  • High School Diploma / GED or higher
  • Experience with MS Excel (create / update spreadsheets, formulas), Word (create / update documents / PDF), PowerPoint (creating presentations with animations), and Outlook (email, calendar)
  • Health Insurance experience and terminology
  • Experience with problem resolution
  • Travel up to 25% within the county

Preferred Qualifications:

  • Associate's degree or higher
  • Human Resources experience (Employee Benefits, 401K, etc.)
  • Working knowledge of ISET (i.e. reviewing claim issues and eligibility)
  • Experience with UNET - Based Programs (CES, TOPS, CDX)
  • Experience in Claims Payment, Claims Adjustments and / or Enrollment
  • Bilingual in English and Spanish
  • FSA / HSA experience
  • Presentation skills- meetings / training
  • Sales Experience
  • 2+ years of Account Management experience – Customer Service, Customer Relationship Management
If the hired individual resides in Florida (office based or telecommuting) this position requires the AHCA Level II background check (fingerprinting) by the State of Florida for all clinicians that have direct face to face contact with members OR employees who will have access to confidential patient data and will require renewal every five years.

Take the next step, online at:

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

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.

Keywords:UHG, Lakeland, FL , customer service, Account Management, health insurance

Job Details

  • Contest Number735689
  • Job TitleOnsite Service Account Manager - Lakeland, FL
  • Job FamilyCustomer Services
  • Business SegmentEmployer and Individual

Job Location Information

  • Lakeland, FL
    United States
    North America

Additional Job Detail Information

  • Employee StatusRegular
  • ScheduleFull-time
  • Job LevelIndividual Contributor
  • ShiftDay Job
  • TravelNo
  • Telecommuter PositionNo
  • Overtime StatusNon-exempt

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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