Client Service Manager

by | Dec 15, 2022 | Uncategorized

Job Description

Title: Client Service Manager – National Remote

Location: United States
Job Category: Sales & Marketing
Job Type: Full-time
Travel Percentage: -1
Job Description:

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

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.

As a Client Service Manager, you will manage matrix-heavy processes as you partner with the assigned Strategic Account Executive to bring the benefits of UnitedHealthcare Group Retiree Solutions to our Public Sector, Private Sector and Labor customers. Will be responsible for the day-to-day overall service experience for the client and consumer resulting in continued growth, profitability, and retention.

This position is full-time, Monday – Friday. Employees are required to work our normal business hours of 8:00am 5:00pm. It may be necessary, given the business need, to work occasional overtime or weekends.

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Primary Responsibilities:

  • The CSM is the primary day to day service contact for our customers. Must understand and manage customer expectations and service needs by building and maintaining positive relationships (both internal and external) and by delivering quality service; thereby enhancing UHC reputation in the industry.
  • To build a strong working partnership with the SAE to ensure customer satisfaction and retention.
  • Leads effective meetings with customers, vendors and matrix partners as necessary.
  • Will provide consultative services to clients to address service delivery needs.
  • Manages all service-related issues on assigned book of business. Investigates, research and resolve problems presented by the customer and Account Management Team (AMT) members.
  • Triage and troubleshoot client issues providing timely resolution and determining root cause.
  • The CSM will assist in the adoption of all Strategic Administrative Initiatives for the business
  • Identify trends and develop customer specific solutions in collaboration with cross-functional team’s expertise.
  • Ensures the timely and accurate delivery of client communications (correspondence, network and product updates, fulfillment materials, ID cards, etc.). Manage customer/ responsiveness throughout the AMT team.
  • Manages and meets internal metrics and client specific metrics. Collects and reports externally on the quality of service that is delivered to the client.
  • Engage senior leadership to adopt new ideas, products, escalations, and approaches.
  • Models UHG’s principles of integrity and compliance. Adheres to our business principles.
  • Acts as a project manager, facilitating and managing the AMT process, setting direction, schedule, and issue logs to ensure resolution of issues across functional areas are complete.
  • In partnership with the SAE, ensures customers are well-inform and knowledgeable about plan options, new products, policy and procedural and legislative changes.
  • Ensures seamless, complete, and accurate Health Fair and Open Enrollment activity for customers by coordinating enrollment meetings and the ordering of enrollment materials. Creates customer specific presentations and trains vendors for OE meetings. May attend these meetings a necessary.
  • Maintains professional and technical knowledge by reading internal communications, attending educational workshops/training and reviewing industry related publications.
  • Maintains current insurance license(s) as required by law.
  • Along with the Implementation Manager and SAE, coordinates needed activities for the timely implementation of products and services onto UHC systems.
  • Proactively works with customers, SAE, AMT and business partners to create and implement service and process improvements.
  • Manages metrics and customer goals. Collects measures and reports on the quality of service that the business delivers to its customers. (i.e., performance guarantees)
  • Responsible for monthly/quarterly collection and delivery of client reports as directed by the client contract.

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:

  • Bachelor’s Degree (or higher) OR High School Diploma / GED (or higher) with 3+ years of Account Management / Account Services experience
  • 3+ years of’ account management experience/servicing experience
  • 2+ years of business project management experience
  • 2+ years of healthcare industry experience
  • 1+ years of public speaking experience
  • Experience with Microsoft Office including Microsoft Word (create correspondence and work within templates), Microsoft Excel (ability to sort, filter, and create simple spreadsheets), Microsoft Outlook (email and calendar management) and Microsoft PowerPoint (creating slides and presenting in front of groups of people)
  • Experience with Medicare Insurance
  • Travel up to 25% of the time
  • Active license in resident state for Accident & Health or the ability to obtain it within 90 days of employment.

Telecommuting Requirements:

  • Required to have a dedicated work area established that is separated from other living areas and provides information privacy
  • Ability to keep all company sensitive documents secure (if applicable)
  • Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills:

  • Excellent verbal and written communication
  • Demonstrated high integrity and ethical behavior and compliance to applicable laws, regulations, and policies

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies required all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment.

Colorado, Connecticut, Nevada or New York City Residents Only: The salary range for Colorado residents is $66,100 – $118,300. The salary range for Connecticut / Nevada / New York City residents is $72,800 – $129,900. 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.

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