CO Salary Range: USD 56,300.00 - 110,400.00 per year

　　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 and start doing your life's best work.SM

　　The Senior Service Account Manager will be responsible for the customer's service experience with UnitedHealthcare. Serve as the single point of contact for issue resolution. Acts a key liaison between the customer and the broker employer organization. Experienced, high performing Client Service Manager. Owns complex issue resolution and has knowledge of all markets and lines of business. Investigates/solves non-standard requests. Supports other DCSM's within their expertise and serves as subject matter expert as needed.

　　This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of (8:00am - 5:00pm). It may be necessary, given the business need, to work occasional overtime. Our office is located at CO147 - ENGLEWOOD-169 INVERNESS DRIVE.

　　We offer 4-6 weeks of paid training. The hours during training will be 8am to 5pm, Monday - Friday. Training will be conducted virtually from your home.

　　Primary Responsibilities:

　　Be a customer advocate, assist, build and maintain effective relationships with brokers, their customer groups, Health Plan, AMT, and dedicated employer groups. Serve as the primary contact for the broker/customer/employer group for all service issues (benefits, enrollment, billing, claims etc. Confirm receipt, provide expected turnaround times, and communicate resolution timely. Research issues to track and analyze root causes, and make recommendations for improvement. Proactively resolve issues, updating broker/customer on status frequently and/or coordinate internal resources to ensure end-to-end resolution of issues. Anticipate the customers next question, provide thorough and complete answers, visualize the next step to resolve the customers inquiry. Key new medical claims or facilitate keying of new medical claims. Update or facilitate claims system to reflect customer benefit exceptions. Meet performance levels, metrics and makes recommendations for process improvements. Manage inventory efficiently, responding same day when applicable, providing adequate follow-up, and identifying when escalation is needed and appropriate. Act as an expert for the client and employees, remaining available for calls with customer or Account Management Team. Prioritize customer inquiries by answering phone, returning voicemails promptly. Address any escalated issues, including self-escalating to internal partners. Meet with customers and aligned health plan partners to review service-related issues including ideas for improving or enhancing the customer's total service. Contact members and providers as needed to resolve issues. Be self-motivated; maintain a high level of work quality, focus on detail and is dependable in meeting commitments and fulfilling obligations. Build and strengthen customer relationships; find better ways to meet customer needs; act ethically, maintaining the highest personal and professional integrity. Exhibit solid interpersonal skills; network outside and inside the organization and build positive relationships with key individuals and groups. Expert in managing inventory to ensure inquiries are resolved timely and accurately. Maintain and act on personal development plans through CLL sorts and journaling. Well organized with ability to effectively manage a large portfolio to meet customer expectations. Act as your own subject matter expert in all capacities. Actively participates in projects and initiatives that drive the business forward. Project management for project-type issues as assigned. Assist in developing Huddle Topics, training, and educational/coaching support. Attend refresher and new system or product roll-out training to maintain expertise.

　　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:

　　High school diploma / GED or equivalent work experience 1 + years of experience handling multiple competing priorities, and the ability to understand multiple products and multiple levels of benefits within each product. 1 + years of self-funded and complex benefit packages experience Experience with Microsoft Excel (create, edit, sort/filter spreadsheets and pivot tables) and Microsoft Word (create, edit, format documents), Microsoft PowerPoint (create and edit presentations) Must be 18 years of age OR older Ability to work 8-hour shift schedules during normal business hours of 8:00am - 5:00pm, Monday - Friday (40hours/week)

　　Preferred Skills:

　　2+ years of work experience in SG25 DCSM customer service role

　　Soft Skills:

　　Ability to articulate clearly via phone and email with effective written communication skills Ability to prioritize customer inquiries and identify sense of urgency. Proven focus on customer experience through high NPS and customer satisfaction metrics. Compassionate Experience which demonstrates the ability to work with employers, consumers, consultants, brokers.

　　Colorado Residents Only: The annual range for Colorado residents is $56,300 - $110,400 per year. Pay is based on several factors including but not limited to education, work experience, certifications, etc. 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.

　　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.

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