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Service Account Manager - Franklin, TN

UnitedHealth Group

Franklin, TN
Job Code:
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Job Details

744980 Service Account Manager Franklin TN

Service Account Manager - Franklin, TN (744980)

Position Description

Position Description:
Energize your career with one of Healthcare’s fastest growing companies.  
You dream of a great career with a great company - where you can make an impact and help people.  We dream of giving you the opportunity to do just this.  And with the incredible growth of our business, it’s a dream that definitely can come true. Already one of the world’s leading Healthcare companies, UnitedHealth Group is restlessly pursuing new ways to operate our service centers, improve our service levels and help people lead healthier lives.  We live for the opportunity to make a difference and right now, we are living it up.
This opportunity is with one of our most exciting business areas: Optum - a growing part of our family of companies that make UnitedHealth Group a Fortune 6 leader.
Optum helps nearly 60 million Americans live their lives to the fullest by educating them about their symptoms, conditions and treatments; helping them to navigate the system, finance their healthcare needs and stay on track with their health goals. No other business touches so many lives in such a positive way. And we do it all with every action focused on our shared values of Integrity, Compassion, Relationships, Innovation and Performance.

Service Account Managers are tasked with maintaining Optum's business relationship at the customer level.
Primary Responsibilities:
Fundamental Execution:
  • Working typically in an independent role but as part of a larger team
  • Ability to work with little onsite direct supervision
  • Arrive at work on time and maintain a consistent schedule as set by the Manager
  • Utilize the time entry system to clock in / out at your arrival and departure times. The time entries should be accurate and entered daily
  • Must be able to prioritize and complete multiple tasks daily in a fast-paced environment
  • Communicate and / or meet with the client appropriately to ensure Optum is meeting the needs and expectations of the customer and build a good rapport with the customer contacts by establishing professional working relationships to ensure operational efficiency
  • Meet and exceed the production and quality goals set forth by both Optum and the customer. This includes meeting deadlines for specified projects and making sure that expectations are consistently being met
  • Generate necessary reporting, daily / monthly / quarterly / annually and as requested by client
  • Anticipate customer needs and proactively identify solutions, be accountable for improving business operations
  • Assist in onboarding, training and mentoring to new and existing employees
  • Attend and facilitate meetings as directed by manager with team, clients and business partners
  • Ensure successful implementation of new clients
  • Read emails periodically throughout the day based on the expectations set by your manager and respond within requested timeframe
  • Keep in close contact with manager in order to receive and give information relating to Optum, our customers and the CAS role (Discussion will include production / metrics, customer interaction, employee development, achievements, issues, coaching logs etc.)
  • Maintain one on one log weekly, biweekly or monthly per designated meeting schedule
  • Initiate communication and work with the data mining, PRS, Field, analytics, TPL and SAS to enhance payer relationships to improve our business operations
  • Ensure Optum customer goals align with the customer's expectations
  • Utilize inventory manager by line of business to ensure multiple inventories are maintained at acceptable levels
  • Follow up on outstanding AR to initiate payment for fee on claims with customer contacts and adhere to the AR guidelines set forth by the manager
  • Resolve suspense / research claims on a daily basis
  • Respond to OZ tickets to maintain service level agreement thresholds
  • Manage multiple claim inventories Credit Balance, EPN/ PPN, Data Mining, TPL, SAS, PRS
  • Run reporting and conduct analysis to assist with client business reviews monthly, quarterly or annually
  • Maintain corporate standards for PHI protection, privacy, and data security
  • Drive NPS scores by delivering quality work, addressing client concerns and ensuring upfront (RAM Instructions) are updated and current
  • Display the Core Values by knowing and living the Optum culture in all daily activities
  • Understand and respect the customer’s culture while exemplifying the Optum values
  • Be open to participating in Volunteer activities as presented
Required Qualifications:
  • High School Diploma / GED (or higher)
  • 2+ years of experience in service account management
  • 3+ years of experience in customer service
  • Experience in Microsoft Word with the ability to create, edit, save and send documentations
  • Experience in Microsoft Excel with the ability to conduct data entry, use sort / filter functions, and create / edit spreadsheets
  • Experience in Microsoft Outlook with the ability to send and receive emails
Preferred Qualifications:
  • Healthcare claims experience
  • Experience in Claims Payment, Claims Adjustments and / or Enrollment
Soft Skills:
  • Good written and verbal communication skills
  • Aptitude to learning and be a quick learner
  • Resourceful
  • Good time management skills and ability to be flexible
  • Team player and also has the ability to work independently with minimal supervision
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So, when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do 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, Optum, Franklin, TN, Tennessee, service, account, management, client, services

Job Details

  • Contest Number744980
  • Job TitleService Account Manager - Franklin, TN
  • Job FamilyCustomer Services
  • Business SegmentOptum Operations

Job Location Information

  • Franklin, TN
    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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