Senior Client Experience Manager - National Remote

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 to start Caring. Connecting. Growing together.

Senior Service Account Managers are responsible for first-level response and resolution of escalated issues with external and internal customers.

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 8:00 am - 5:00 pm. It may be necessary, given the business need, to work occasional overtime.

We offer 4 weeks of paid training. The hours during training will be 9:00 am - 4:00 pm EST, Monday - Friday. Training will be conducted virtually from your home.

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

Primary Responsibilities:

• Client Experience Manager is assigned to designated group of National Account, Public Sector, HP or high-touch KA clients as a direct contact
• Service as expert resource to clients and provide Voice of Client back to internal Financial Protection teams
• Create & deliver client culture training from clients to applicable Financial Protection internal teams
• Uses pertinent data and facts to identify and solve a range of problems within area of expertise
• Investigates non-standard requests and problems, with some assistance from others
• Prioritizes and organizes own work to meet deadlines
• Provides explanations and information to others on topics within area of expertise
• Mentors, provides feedback, guides and serves as a resource to others
• Ability to make difficult or unpopular decisions and to deliver difficult messages
• Translates concepts into practice
• Leads projects, department or cross departmental
• Typically supports larger, more complex premiere customer(s)
• Adhere to established service standards, volumes, and turnaround times
• Assess customer needs and requirements, especially non-standard requests, and problems, and respond or refer to appropriate resources
• Demonstrates ability in customer service issue resolution and relationship building
• Ability to take direction; respond to requests and feedback
• Understanding of organizational structure; ability to facilitate issues through appropriate channels, including how and when to involve management

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
• Must be 18 years of age OR older
• 2+ years of client account management experience
• Experience with utilizing multiple computer systems / applications (Facets, OnBase, SBM, ACET, LeaveSource, eAdmin)
• Ability to work 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 8:00 am - 5:00 pm. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualification:

• Experience working with National Accounts
• Experience working with Financial Protection products (LTD, STD, and FMLA)
• Experience with Microsoft Excel (create spreadsheets and Pivot Tables)
• Experience with PowerPoint (create presentations using graphics, audio and video)

Telecommuting Requirements:

• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• 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:

• Communication skills, including the ability to listen objectively and articulate the facts of an issue verbally and in writing
• Organizational skills
• Conflict resolution skills
• Ability to anticipate questions and provide thoughtful and thorough responses in a timely manner
• Ability to take constructive feedback from managers and peers as needed to improve customer service skills
• Presentation skills, including and not limited to creating presentations and reporting out to clients, brokers and internal customer as needed
• Ability to make timely, confident decisions based on available data / facts
• Ability to multitask and shift priorities quickly, professionally and positively to accommodate urgent tasks and to reach team, business area, and corporate goals
• Appropriately apply policies and procedures to ensure successful compliance with internal and external guidelines

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

The salary range for this role is $59,500 to $116,600 annually based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. 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.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

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