Description:
Position Description:Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your lifes best work.The purpose of Service Account Manager is to delight our customers by resolving their issues through fast and accurate problem identification, routing to the appropriate department or Account Manager when applicable with resolution or status of issues requiring additional research.
Positions in this function are responsible for first-level response and resolution of escalated issues with external and internal customers. Responsible for the overall delivery of benefits and services by providing support and guidance to existing and potential customers to ensure continued membership.Primary Responsibilities:
Serve as the liaison to a complex customer base to manage first level response and resolution of escalated issues with external and internal customers
Quickly and accurately identify and assess 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 customers
Provide feedback to team members regarding improvement opportunities
Provide expertise and customer service support to members, customers, and/or providers
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
Monitors and analyzes data and trends to identify potential opportunities, needs, issues, and problems that could impact business result
Rapidly develops improved processes and implements innovative changes to drive efficiency and productivity improvements
Provides invoicing and internal and external reporting for clients
Workflow management within the CoE organization across multiple lines of businesses
Process documentation
Efficiently navigate through multiple client and internal operating systems
Manages assigned inventory
Mentoring / Training associates
Execute strategic projects as assigned
Handles special projects from clients as assigned
Conducts business analysis for assigned clients
Provides trend analysis for assigned client base
Research and resolve claim issues
May act as a resource for others
Extensive work experience, possibly in multiple functions.
Work does not usually require established procedures.
Works independently.
Mentors others.
Acts as a resource for others.
Coordinates others activities.
Qualifications:
Requirements:
Bachelors Degree OR High School Diploma/GED with 2+ years of process improvement experience; i.e. someone who has been involved in trend analysis, implementing innovative changes, conducting business analysis, etc.
Advanced level of proficiency with MS Excel; i.e. creating pivot tables, developing macros, v-lookups, h-lookups, advanced formulas, and creating dashboards
Six Sigma and/or lean methodology experience; i.e. someone who has worked within a project that has utilized this type of methodology, someone who has taken a few courses on Six Sigma
Assets:
Intermediate level of proficiency with MS Visio is preferred
Strong analytical skills is preferred
Ability to take an innovative approach to solve business problems is preferred
OptumInsight is part of the family of companies that make UnitedHealth Group one of the leaders across most major segments of the US health care system.OptumInsight is one of the largest and fastest growing health information companies. We specialize in improving the performance of the health system by providing analytics, technology and consulting services that enable better decisions and results. We integrate workflow solutions that deliver data in real-time, and create actionable insights processing health information that relates directly to and affects one in four patients in the U.S, one in every three Medicaid dollars and one in every five emergency room visits. And we do it all with every action focused on our shared values of Integrity, Compassion, Relationships, Innovation & Performance.What can YOU do with the right information? At OptumInsight, the possibilities and the impact are limitless. No matter what your role is at OptumInsight, youll be empowered to ask more questions, develop better solutions and help make the health care system greater than ever. Its always fresh. Its always exciting. And its never been more important.Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/VUnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.
Country: USA, State: Tennessee, City: Franklin, Company: UnitedHealth Group.
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