National Account Service Account Manager

This position is Onsite. Our office is located at Quonset Point (2 days per week), RI, New London, CT; Groton, CT; Waterford, CT; Eagle Park, CT (3 days per week).

UnitedHealth Group is a health care and well-being company that's dedicated to improving the health outcomes of millions around the world. We are comprised of two distinct and complementary businesses, UnitedHealthcare and Optum, working to build a better health system for all. Here, your contributions matter as they will help transform health care for years to come. Make an impact with a team that shares your passion for helping others. Join us in making healthcare work better for everyone through people-led, responsible AI while Caring. Connecting. Growing together. 

Responsible for providing a high-touched, customer-focused onsite service experience as a dedicated resource for Electric Boat and its employees. Services as a trusted and consistent point of contact, helping employees navigate health care questions, resolve service issues, connect to the appropriate resources, and experience seamless support from initial inquiry through resolution.

The Onsite Service Account Manager is responsible for first-level response, resolution, or appropriate triage of employee and client service needs. The role maintains ownership of the overall employee experience, even when resolution requires engagements from other internal teams, subject matter experts, customer service resources, case management, providers, or other partners.

Builds strong relationships with employees, Electric Boat HR, Benefits and Wellness teams, Account Management, union partners and internal business partners through, empathy, responsiveness, transparency, visibility and follow-through. Ensures employees experience a coordinated service model with minimal perceived handoffs and confidence that their needs are being managed from beginning to end.

In addition to supporting individual employee needs, the Onsite Service Account Manager identifies trends, service opportunities, and recurring issues and partners across the organization to improve the overall Electric Boat employee experience and strengthen the Electric Boat-UnitedHealthcare partnership.

This position is full-time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00am - 4:30pm EST. 

We offer weeks of on-the-job training. The hours during training will be during normal business hours.

Primary Responsibilities:

• Serve as the primary onsite resource for employees, providing guidance and support with benefits, claims, eligibility, healthcare navigation, and wellness resources. 
• Deliver a high-quality employee experience through proactive case management, issue resolution, follow-up, and clear communication from intake through resolution. 
• Investigate and resolve complex benefit and service issues by coordinating with internal teams, providers, clinical resources, and external partners to ensure timely outcomes. 
• Build and maintain strong relationships with HR, Benefits, Wellness, union representatives, and leadership teams while serving as a trusted onsite UnitedHealthcare representative. 
• Educate and engage employees through individual consultations, group presentations, enrollment support, wellness initiatives, and outreach programs. 
• Monitor, document, and analyze employee inquiries, service trends, and operational issues to identify improvement opportunities and enhance service delivery. 
• Provide reporting, insights, and strategic recommendations to support client objectives, performance goals, operational excellence, and continuous improvement initiatives. 
• Connect employees with appropriate healthcare, behavioral health, wellness, and condition-management resources to support overall well-being and access to care.

Multi-Site Onsite Support & Work Expectations:

This is an onsite, employee-facingrole, and there should be a clear understanding of the expectations associated with maintaining a consistent and visible presence across Electric Boat locations. 

• Core onsite hours are 7:30 AM to 4:00 PM, Monday through Friday. 
• The role is expected to be on-site five days per week. 
• The employee will work two days per week at the Quonset Point, Rhode Island location. 
• The employee will work three days per week across Connecticut site locations, which may include New London, Groton, Waterford, Eagle Park, and other designated Electric Boat locations based on business and employee needs. 
• Maintain a structured onsite coverage schedule in coordination with Electric Boat HR and leadership to ensure appropriate visibility and accessibility across locations. 
• While 7:30 AM to 4:00 PM represents the core schedule, there may be occasions when support is needed outside of normal core hours due to employee, operational, event, or business needs. 
• As the population and onsite service model continue to grow, the individual must demonstrate flexibility in schedule and site coverage to meet evolving needs. 
• Some travel to additional off-site locations may be required. Advance notice will be provided whenever possible to allow for appropriate planning. 
• Site coverage may be adjusted based on employee 

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
• 5+ years of customer service experience or 3+ years of customer relationship/account management experience
• 3+ years of experience with health care benefits, claims, health care navigation, or a related service environment
• Ability to take ownership of issues and maintain accountability from initial contact through resolution
• Collaboration skills and the ability to coordinate effectively across multiple teams and functions
• Ability to identify trends and translate employee experiences into opportunities for improvement
• Computer skills with the ability and willingness to quickly learn new systems, tools, and resources
• Flexibility to support occasional business needs outside established core hours
• Ability to work full-time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00am - 4:30pm EST 

Preferred Qualifications:

• Experience working onsite with a client or in a high-touch, face-to-face customer service environment
• Experience supporting employees with health care navigation, benefits, claims, or complex service needs
• Experience working with health care providers and/or internal health care service teams
• Experience supporting large or complex employer groups
• Experience working with unions or union-represented populations 
• Familiarity with manufacturing or similar workforce environments
• Experience identifying service trends and contributing to process improvement initiatives
• Familiarity with UnitedHealthcare systems and resources is helpful but not required. The ability to learn, navigate, and effectively leverage the appropriate tools and resources is more important than prior experience with a specific system

Soft Skills:

• Superior interpersonal and customer service skills, with the ability to engage effectively with employees from a wide variety of backgrounds and roles. 
• Strong listening skills and the ability to understand both the stated question and underlying employee need. 
• Strong verbal and written communication skills, including the ability to explain complex health care information clearly and compassionately. 
• Strong problem-solving, critical-thinking, and sound judgment skills. 
• Ability to navigate challenging, sensitive, or emotional customer interactions with empathy, professionalism, and confidence. 

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 $72,800 - $130,000 annually based on full-time employment. We comply with all minimum wage laws as applicable.  

At UnitedHealth Group, our mission is to help people live healthier lives and help make the health system work better for everyone. Together, we are shaping the future of healthcare by harnessing technology and innovation to make care simpler to navigate, more affordable and more connected for the people we serve. We are committed to creating an inclusive workplace where everyone feels welcomed, valued, heard and respected, empowering people to bring their authentic selves to work and strengthening our collective impact through diverse talents, backgrounds, experiences and perspectives. 

UnitedHealth Group and its affiliated brands are 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 and its affiliated brands are a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

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