Account Liaison, Support Services – Senior

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

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

As an Account Liaison, Support Services – Senior, you will have the exciting opportunity to join the OWCA Account Management Department. As part of this team, you will function as the primary liaison for a small defined list of complex clients, addressing their tactical or day-to-day concerns while collaborating with multiple internal partners to identify and implement timely resolutions. You will be their source of knowledge, offering direction, advice, and resolutions to our client’s staff and leadership. This position will empower you to think creatively and strategically, while providing you with the tools to satisfy client frustrations, as ultimately, we aren’t happy if they aren’t happy.

This position is full-time (40 hours/week), Monday – Friday. Employees are required to have flexibility to work our core business hours of 8:00am – 5:00pm local time. It may be necessary, given the business need, to work occasional overtime and weekends.

We offer weeks of on-the-job training. The hours of training will be aligned with your schedule.

 

Primary Responsibilities:

• Provide expertise and tactical day-to-day customer support to adjusting staff and client leadership
• Serve as the liaison to a defined complex customer base to manage first level response and resolution of escalated issues
• Identify and resolve tactical problems using defined processes, expertise, and judgement
• Investigate claim and/or customer service issues as identified, and communicate resolution to customers
• Be a subject matter expert on both your defined client base and their associated product offerings
• Coordinate resolution for client issues and concern through interaction with multiple internal partners
• Provide feedback to internal partners regarding improvement opportunities, including process and workflow improvements

 

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
• Compliance with all UHG eligibility requirements
• 3+ years of customer service experience analyzing and solving customer problems
• Proficiency with windows PC applications, including Microsoft Excel, Microsoft Word, Microsoft PowerPoint, and Microsoft Outlook
• Proficient communication skills to ensure professional and timely responses
• Ability to listen skillfully, collect relevant information, build rapport, and respond to customers and team members in a professional manner
• Ability to plan, prioritize, organize, and complete work to meet established objectives and timelines
• Ability to work Monday – Friday, in our core business hours of 8:00am – 5:00pm local time. It may be necessary, given the business need, to work occasional overtime and weekends

 

Preferred Qualifications:

• 1+ years of experience in a client-facing role
• Experience with ServiceNow and Salesforce
• Advanced working knowledge of OWCA internal systems associated with the Ancillary and / OR Pharmacy product:
  • Ancillary – CarePoint and DMS
  • Pharmacy – Universe and VitalPoint
• General understanding of multiple OWCA product categories

 

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:

• Resourcefulness
• Time management
• Resilience and flexibility
• Detail-orientated
• Conflict management
• Good listener
• Organized
• Compassion and empathy
• Think creatively and strategically
• Sense of urgency
• Comfort with ambiguity

 

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

 

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you’ll find a far-reaching choice of benefits and incentives. The salary for this role will range from  $58,800 – $105,000 annually based on full-time employment. We comply with all minimum wage laws as applicable.

 

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.

 

#RPO