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:

Customer Services


United States

Postal Code:


Approximate Salary:

Not Specified

Position Type:

Full Time

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Service Account Manager Associate - San Antonio, TX

UHG - San Antonio, Texas

Posted: 09/2/2018

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.
Positions in this function are responsible for first-level response and resolution of escalated issues with external and internal customers. Responsible for the overall delivery of benefits and services by providing support and guidance to existing and potential customers to ensure continued membership. Employees in jobs labeled with SCA must support a government Service Contract Act (SCA) agreement.

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
  • Identifies and resolves 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
  • Provides expertise and customer service support to members, customers, and / or providers 
  • Answering incoming calls from providers, employees, clients and brokers 
  • Install Doc's and Intent Calls
  • Work directly with group contacts, sales and account managers, and brokers, on claim payment and plan issues
  • Answer escalated / Supervisor calls if supervisor or lead is not available
  • Assisting customer first representatives in responding to and resolving customer questions and concerns
  • Liaison between Legal and the claims contacts
  • Create and update HPDB’s 
  • Identifying the need for and providing specific and remedial training to processors or CFR’s
  • Large claim file reviews
  • Monitor large dollar claims - for stop loss
  • Site visits to clients to share results and resolve question, concerns and plan restatements for upcoming year changes
  • Respond to SBA and external vendor audits
  • Extensive work experience within own function
  • Work is frequently completed without established procedures
  • Works independently
  • May act as a resource for others
  • May coordinate others activities

Required Qualifications:

  • High School Diploma / GED (or higher)
  • 4+ years of Customer Service experience analyzing and solving customer's problems
  • Basic proficiency with Windows PC applications, which includes the ability to learn new and complex computer system applications
  • UMR CPS experience
Preferred Qualifications:
  • Experience creating basic formulas, creating and managing pivot tables in Microsoft Excel
Soft Skills:
  • Ability to handle complicated issues and build relationships with customers in the process
  • Ability to take direction from different areas of the business
  • Ability to manage accounts by directing issues to the proper departments
  • Ability to navigate a computer while on the phone
  • Critical thinking and ability to anticipate customer needs to resolve issues
  • Ability to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each product
Physical Requirements and Work Environment:
  • Frequent speaking, listening using a headset, sitting, use of hands / fingers across keyboard or mouse, handling other objects, long periods working at a computer
  • Service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity
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.

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.

Keywords: San Antonio, TX, Custom Service; Client Specialist; Customer Specialist

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