About UHG

Careers at UnitedHealth Group


We have modest goals: Improve the lives of others. Change the landscape of health care forever. Leave the world a better place than we found it. Such aspirations tend to attract a certain type of person. Crazy talented. Compassionate. Driven. To these individuals, we offer the global reach, resources and can-do culture of a Fortune 5 company. We provide an environment where you’re empowered to be your best. We encourage you to take risks and in return, offer a world of rewards and benefits for performance. Exceeding your limits is an exceptional start to your life's best work.SM


Just like you, we are driven by a set of fundamental principles that are guiding our way forward. Our values of integrity, compassion, relationships, innovation, and performance serve as a foundation to transform health care. Are you in? Learn more about your future at UnitedHealth Group at careers.unitedhealthgroup.com


Job Category:

Sales Support


United Kingdom

Approximate Salary:

Not Specified

Position Type:

Full Time

Senior Customer Relations Representative (Health Care) - Oxford, UK

UHG - England, United Kingdom

Posted: 11/19/2018

Great sales are the result of strong purpose, conviction and pride - pride in your ability and your product. UnitedHealth Group offers a portfolio of products that are greatly improving the life of others. Bring along your passion and do your life's best work.(sm)


Partner with Account Management to provide a first line of support for multinational customers, as well as providing an escalation point for Customer Relations team members.


Primary Responsibilities:

  • Account Management Partner:
    • Provide first line support to both multinational customers and Account Management
    • Act as liaison between the Account Manager/Customer and the rest of the business, ensuring that queries and requests are acknowledged and responded to in an appropriate manner
    • Escalate any customer queries that are not being adequately responded to
    • Build effective relationships with customers to ensure that there are open lines of communication between the customer and Optum
    • Attend telephonic customer meetings as appropriate
  • Customer Implementation:
    • Act as liaison with the Account Manager, Sales, Implementation team and Customer Relations to team to ensure that all new customer implementations remain on track
    • Identify and escalate any issues that may impact a successful customer implementation
    • In conjunction with the customer and Account Manager, complete and distribute the customer launch form
    • Communicate clearly and proactively with all key stakeholders during an implementation project
    • Work with the Account Manager and the customer to ensure that there is a signed customer contract in place; liaising with the customer and internal teams to act as a first line of support for any contracting issues.  Escalate any contracting issues as appropriate
    • Ensure that any customer performance guarantees are loaded into the PG database
  • Complaints Coordination: 
    • Act as primary liaison for complaints for all assigned multinational customers
    • Ensure that all Complaints are tracked and monitored through the Complaints Process with a continued focus on in-depth investigation and quality communication back to the client/customer
    • Keep all systems up-to-date to enable accurate reporting
    • Escalate any sensitive or ‘at risk’ complaints as appropriate
  • Customer Utilization Reports - Quarterly production of customer utilization reports and distribution to Account Managers
  • Customer Relations Project Work - Manage and lead cross-functional projects on behalf of Customer Relations as required
  • Training
    • Direct and track customer queries regarding training services
    • Act as a liaison point between the Customer, Account Manager and Training team to ensure the smooth processing of training requests
  • Customer Service:
    • Act as an escalation point within Customer Relations team for any incoming customer queries and resolving these in a timely manner
    • Work with other teams in the business to understand key business processes and be able to discuss these with customers effectively e.g. Management Referral
    • Work with other teams to streamline, standardise and document processes as appropriate
    • Escalate queries to the Global Customer Relations Manager or Account Managers as appropriate
    • Ensure that any customer updates are reflected accurately through Salesforce, CARES and Finance
    • Set up and maintenance of marketing/communications materials including (but not limited to) Livewell, e-brochure and the e-fulfillment centre
  • Continuous Improvement and Standardisation - In all tasks seek out opportunities for efficiencies, continuous improvement and standardization
  • Any other tasks as deemed appropriate to the role

Required Qualifications:

  • Undergraduate degree or equivalent experience working proficiently in a self directed customer relation / service role
  • Tenured experience of working directly with customers
  • Excellent communication and relationship building skills with a professional presence, and friendly demeanour
  • Ability to communicate credibly at all levels within an organisation, both internally and externally
  • Strong commercial awareness
  • Able to co-ordinate varied and complex demands from a diverse customer base, with the ability to prioritise
  • Able to work collaboratively across all parts of the organisation and build strong internal relationships
  • Strong attention to detail, the ability to manage processes and an awareness of the importance of accuracy
  • Values-driven individual in alignment with the UnitedHealth culture around our core values of integrity, relationships, compassion, innovation and performance and champion a diverse and inclusive environment
  • Intermediate level proficiency of Excel Skills

Preferred Qualifications:

  • Demonstrated experience of global in a global matrixed organisition

Please note you must currently be eligible to work and remain indefinitely without any restrictions in the country to which you are making an application. Proof will be required to support your application.  


Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do 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.



Job Keywords: Customer Service, Healthcare, Oxford, UK, United Kingdom

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