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Service Account Manager - Killeen, TX

UnitedHealth Group | Killeen, TX | 10/13/2021

Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work. SM

The On-Site Service Account Manager is responsible for first-level response and resolution or triage of escalated issues with external and internal customers. This role will enhance the overall delivery of benefits and services by providing on-site dedicated support and guidance to a large or complex client which includes meetings, reports, inventory, emails, phone calls, in person conversations

This position is full-time (40 hours/week) Monday - Friday. Employees are required to work our normal business hours of 7:30am - 4:30pm. It may be necessary, given the business need, to work occasional overtime or weekends. Our office is located at 200 N WS Young Dr, Killeen, TX. 76543-4025

Primary Responsibilities:
  • Investigate and manage escalated member level issues through root cause analysis and communicate outcome (in person, telephonically or via written communication) to internal partners or external clients
  • Delivers for clients consistently on the first time (and within PG parameters) ensuring that solutions delivered address the true root cause of the problem
  • Develop and leverage a network of matrixed business partners to achieve mutually beneficial outcomes for our members
  • Successfully leverage corporate tools to enhance the member experience year over year and support business continuity (Sharepoint, Issue Logs, Process documentation, workflow upkeep)
  • Develop and deploy strong presentation skills to be able to support Member Education meetings as identified
  • Complete ad hoc report requests and analysis and submit to customer research team as needed
  • Document and track all issues and activities accurately within the issue tracking database
  • Travel and assist AMT with client and retiree meetings as requested
  • Educate customer's members about their UHC benefit plans, programs, and consumer tools in open enrollment, new hire and one-on-one meetings
  • Excellent listening and communication skills, both verbal and written with a strong attention to detail
  • Demonstrated ability to communicate ideas clearly and concisely
  • Process/Project Management Skills with the ability to organize, manage, and control multiple projects concurrently and prioritize demands
  • Self-Directed and works with minimal guidance
  • Strong analytical, strategic thinking and problem- solving skills
  • Ability to synthesize information from multiple sources
  • Highly motivated with ability to work in a fast paced, changing environment
  • Ability to easily adapt to new, different, or changing situations, requirements, or priorities

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 higher)
  • Active license in Texas for Accident & Health or the ability obtain it within 90 days of employment
  • 2+ years of account management experience
  • Experience with Microsoft Word (tables, footnotes), Microsoft Excel (sorting, pivot tables, formatting) and Microsoft PowerPoint - (creating, inserting, graphs, diagrams)
  • Experience creating presentations and presenting in front of groups
  • Local travel required between customer locations, limited overnight travel
  • Full COVID-19 vaccination is an essential requirement of this role. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance.

Preferred Qualifications:
  • Bachelor's degree (or higher)
  • 2+ years of business project management experience
  • 2+ years of healthcare industry experience

Soft Skills:
  • Excellent verbal and written communication
  • Demonstrated high integrity and ethical behavior and compliance to applicable laws, regulations and policies

UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.

UnitedHealth Group is a team of more than 260,000 people who are building career success through commitment, compassion and a desire to make a difference. Join us. Learn more about how you can start doing your life's best work. SM

Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at

Learn how Teresa, a Senior Quality Analyst, works with military veterans and ensures they receive the best benefits and experience possible.

Careers at UnitedHealthcare Employer & Individual. We all want to make a difference with the work we do. Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You'll help write the next chapter in the history of health care. And you'll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is your life's best work. SM

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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October 27, 2021