Service Account Manager – National Remote

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

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 5 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.

We offer 8 weeks of paid training. The hours during training will be 8:00am to 5:00pm, Monday – Friday. Training will be conducted virtually from your home.

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

Primary Responsibilities:

• Management Team directly responsible for support of CASs. It is vital that the CAS keep this team informed of day to day operations, goals, and concerns
• Ensure CASs fully comprehend the process required to initiate client claims for Credit Balance
• Assist RAMs with unresolved and/or problem claims and funneling appropriate questions to the CAS for review and resolution via the OZ ticket process
• Assist in resolving network issues and equipment malfunctions
• PRS/Data Mining Leadership – Collaborates on outstanding issues, trends and requests as needed
• Ensuring client guidelines are in compliance with state/federal regulations
• Utilization of client systems for necessary job functions
• 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

Communication:

• 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
• Communicate and/or meet with the customer 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
• 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

Production:

• 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

Quality:

• 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

Culture:

• 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

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 be interested in.

Required Qualifications:

• High School Diploma / GED (or higher)
• 2+ years of customer service experience analyzing and solving customer problems
• Proficiency with Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Ability to begin shift between 6:00am – 8:00am and finish between 2:30pm – 5:00pm

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:

• Ability to multi-task including the ability to understand multiple products and multiple levels of benefits within each product

UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.

Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at https://uhg.hr/transitioning-military

Learn how Teresa, a Senior Quality Analyst, works with military veterans and ensures they receive the best benefits and experience possible. https://uhg.hr/vet

Careers with OptumInsight. Information and technology have amazing power to transform the Healthcare industry and improve people’s lives. This is where it’s happening. This is where you’ll help solve the problems that have never been solved. We’re freeing information so it can be used safely and securely wherever it’s needed. We’re creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life’s best work.SM

Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $21.68 – $38.56. The salary range for Connecticut / Nevada residents is $23.94 – $42.40. 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

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.

#RPO #YELLOW