Associate Service Account Manager – Philadelphia, PA

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.

Associate Service Account Manager oversees and provides administrative leadership for the student health plan offered by university. This position is responsible for the operations related to the University Student Health Insurance Plan. Associate Service Account Manager serves as a liaison for students and their dependents regarding their insurance coverage, oversees regular communication between University Administration and students, and serves as the primary analytical person as issues arise from the campus community.

This position is full-time (40 hours / week), Monday – Friday. Employees are required to work an 8-hour shift schedule during our normal business hours of 8:00 AM – 5:00 PM EST. It may be necessary, given the business need, to work occasional overtime and weekends. Our office is located at 3210 Chestnut St., Suite 215A, Philadelphia, PA.

This will be on-the-job training and the hours during training will be 8:00 AM – 5:00 PM EST from Monday – Friday.

 

Primary Responsibilities:

• Collaborates with the University Bursar, Registrar, IT Services and Web Services departments to ensure smooth processes throughout the insurance plan year.
• Coordinates the administrative aspects of a competitive bid process for USHIP and the optional insurance plans.
• Maintains the University Student Health Insurance Administration Tool, which tracks students’ annual enrollment and waivers into / out of USHIP
• Interface effectively with all the University customers (students and / or their dependents, Administrators, and Student Health Center staff,) while clearly presenting the University’s’ position on all topics.
• Function as a day – to – day liaison between all entities by providing walk in and telephonic customer service support to all University customers.
• Assist in resolution of any insured and/or provider billing issues.
• Understand and educate students regarding current plan design, policies, and procedures.
• Coordinate and attend on-campus service-related functions / meetings, including Orientations, Health Fairs and In – Service Information Sessions as needed as it relates to the student health insurance plan.
• Effectively interface with all internal and external partners toward the common goal of providing exceptional customer service to the University students and Administration to ensure that the Company’s short – and long – term goals are met as it relates to the student health insurance plan.
• Learn and demonstrate knowledge of all phases of claims processing, including enrollment management, the appeal process, the pre – determination process, and contract interpretation of plan benefits and policy provisions.
• Assist with the enrollment / waiver process. This assistance may extend to researching eligibility issues but not approval or denial of waivers.
• Assist in the development and distribution of pertinent communications material to the Client and students related to the student health insurance plan.
• Any other duties required by the University to assist with the student health insurance plan.

 

This role is equally challenging and rewarding. Within a high volume environment, you’ll need to model and act as an Ambassador for the company while solving complex health care inquires The Associate Service Account Manager acts as a customer advocate to resolve escalated and complex issues.

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
• Must be 18 years of age OR older
• 2+ years of medical insurance experience  
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Access to reliable transportation
• Ability to work any 8-hour shift schedule during our normal business hours of 8:00 AM – 5:00 PM EST from Monday – Friday. It may be necessary, given the business need, to work occasional overtime and weekends.

 

Preferred Qualifications:

• Prior experience with public speaking / presenting information to customers
• Experience with Medical terminology

 

Soft Skills:

• Ability to multi – task including ability to understand multiple products and multiple levels of benefits within each product
• Ability to maintain positive engagement through written and verbal communication
• Work Effectively in a Changing Environment
• Demonstrates diversity awareness
• Ability to improve the customer’s experience
• Ability to conduct presentation within a public format, small or large