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Account Manager Client Services - Golden Valley, MN - Full-time / Part-time
| Hours | Full-time, Part-time |
|---|---|
| Location | Golden Valley, MN Golden Valley, Minnesota |
About this job
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 17 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.
The Account Manager Client Services manages ongoing contract relationships and service delivery to clients for one or more accounts. Acts as outward-facing, dedicated resource for assigned accounts, typically with direct client contact (not call center) and large or complex accounts. Builds relationships with employer/group clients (not individual members) and serves as the primary point of contact for overall and day-to-day service delivery. Represents client internally and coordinates with other functions to implement client systems, complete projects, and address ongoing service needs. This function includes employees who are in dedicated on-site service roles. Jobs in this function may work closely with sales on renewals and upselling, but incumbents do not have specific sales goal accountability or primary responsibility to close sales.
- Program Management
- Process client request for Biometric Solutions products and services.
- Review request for accuracy and completeness.
- Enter request into event management system (W.E.B.).
- Schedule call with client and client team to initiate program.
- Provide client regular updates on program and provide guidance on best practices.
- Training
- Attend and participate in training opportunities.
- Monitor processes, implement best practices for implementing Biometric Solutions product offerings.
- Client Support
- Answer questions from Account Manager/ Strategic Account Executive
- Problem solving and handling/escalating issues in regards to Biometric Solutions products from pre-sale to post event.
- Escalate issues to Supervisor as required.
- Operations Interaction
- Interact with internal and external departments to ensure operational efficiency and effectiveness
- Request custom quotes from supervisor or Director of Biometric Solutions when required during planning
- Monitor quotes for pricing errors and escalate as needed.
- Quality Improvement
- Escalate all service issues to supervisor as needed and understand and manage customer expectations and service needs.
- Attempt to achieve first-contact resolution of issues; collaborate with dedicated functional experts to resole issues quickly and effectively.
- Monitor and provide expected turnaround times for issue resolutions to the customer (Account Manager, account, colleagues, etc.)
- Participate in internal feedback session to explain the customer's experience to the Product Management team.
- Monitor Worksite Wellness email box
- Monitor all new requests for completion; answer general product and process questions, decision maker for all exception requests, track all exception requests
- Marketing
- Assist in the creation of client-specific Marketing materials as needed for Biometric Services.
- Implement, deliver, and evaluate Biometric Solutions programs and services.
- Integration
- Work collaboratively with team on integrating the Optum legacy business and Wellness Inc. legacy business, and legacy Wellness Inc. into Optum Care Solutions.
- Identify areas of risk, best practices, and service issues, address such issues with Director of Biometric Solutions and Biometric Solutions Director of Business Services.
- Additional duties as assigned
- Generally work is self-directed and not prescribed.
- Work with less structured, more complex issues.
- Serve as a resource to others.
Requirements
- Bachelor's Degree.
- 2+ years of experience in Healthcare Operations, Health Insurance, or other Healthcare-related business environment(s).
- 2+ year of experience with Client Management/Client-facing role.
- 2+ years of functional knowledge of Microsoft Office, including document and communications creation and development with Word; Data entry, tracking sorting and reporting with Excel; and email and calendar maintenance with Outlook.
- Familiarity with State and Federal Healthcare compliance.
At
Optum, you will perform within an
innovative culture that's focused on transformational change in the Healthcare
system. You will leverage your skills across a diverse and multifaceted
business. And you will make contributions that will have an impact that's
greater than you've ever imagined.
Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.
UnitedHealth 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.