Associate Service Account Manager – Remote in OH

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.

It’s a big step forward when you realize that you’ve earned the trust to lead a team. Now, let’s determine just how big that step can be. Take on this role with UnitedHealth Group and you’ll be part of a team that’s reshaping how health care works for millions. Now, you can take advantage of some of the best resources and tools in the world to help serve our members. You’ll play a lead role in a high volume, focused and performance driven call center where the goal is always to connect with members and enhance the customer experience. This is no small opportunity. This is where you can bring your compassion for others while building your career.

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

If you are located in the state of Ohio, you will have the flexibility to work remotely* as you take on some tough challenges.

 

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
• 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
• Develops and maintains strong working relationships with multiple external partners associated with the care and well-being of children
• Conduct children health assessment that includes bio-psychosocial, functional, and behavioral health needs
• Utilize interviewing techniques and active listening to collect and retain information and incorporating responses as they are presented to complete assessment
• Identify urgent children/families’ situations and escalate to next level when necessary
• Work collaboratively with the interdisciplinary care team to ensure an integrated team approach
• Identify relevant community resources available based on children/family’s needs
• Refer children/families to appropriate programs and services

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 OR equivalent work experience
• Must be 18 years of age OR older
• 3+ years of customer service experience analyzing and solving customer problems
• 1+ years of experience working with children in custody, adoptive children and / OR the pediatric population
• Familiarity with community resources within Ashtabula, Carroll, Columbiana, Coshocton, Geauga, Harrison, Holmes, Jefferson, Lake, Mahoning, Portage, Stark, Summit, Trumbull, Tuscarawas, Wayne counties of OH
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Ability to work Monday – Friday, in any of our 8-hour shift schedules during our normal business hours of 8:00am – 5:00pm EST, including the flexibility to work occasional overtime, based on the business need

 

Preferred Qualifications:

• Experience with Medicaid

 

Telecommuting Requirements:

• Reside within the state of Ohio
• 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:

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

 

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

 

The hourly range for this role is $19.86 to $38.85 per hour 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.

 

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.

 

 

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.

 

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