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Service Escalation Account Manager - National Remote

Company: UnitedHealth Group
Location: Atlanta
Posted on: May 28, 2023

Job Description:

You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.At UnitedHealthcare, we're simplifying the health care experience, creating healthier communities, and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable, and equitable. Ready to make a difference? Join us and start doing your life's best work.SMThis position is full - time, Monday - Friday. Employees are required to work any 8-hour shift between the hours of 8:00 AM - 8:00 PM EST (Eastern Standard Time). -Training will be conducted virtually from your home.*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.Primary Responsibilities:

  • Demonstrate understanding of internal / external factors that may drive caller questions / issues (e.g., complex claim resolve, contracting and demographic updates, authorization errors & escalation requests.)
  • Ask appropriate questions and listen actively to identify underlying questions / issues (e.g., root cause analysis)
  • Educate callers on self - service resources available to them, and on their responsibilities with regard to call handling standard operating procedures
  • Manage relationships with internal and external partners, to ensure coordination of root cause remediation activities
  • Lead projects and activities within organization
  • Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate resources as needed
  • Proactively contact external resources as needed to address caller questions / issues (e.g., providers, labs, brokers)
  • Take part in program level process development and revisions.
  • Utilize appropriate knowledge resources to drive resolution of applicable questions / issues (e.g., CSP Facets, -APRIL tool NDB)
  • Ability to effectively present out information externally & internally to multiple levels of the organization on customer specific issues and program status.
  • Escalate issues as appropriate, via email and/or verbally to varying audiences including meetings
  • Ensure first call resolution whenever possible providing real time education and solutions
  • Identify call driving trends and take leadership towards global resolve
  • Ensure detailed documentation of caller questions / issues in applicable systems and escalated case notes
  • Work closely with business partners to enhance and continue to build our global partnershipYou'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)
    • 2+ years of experience with working knowledge of applications used within the Community and State Provider Call division (e.g., CSP Facets, ICUE, APRIL tool, Knowledge Central, Knowledge Library, NDB)
    • Ability to work any 8-hour shift between the hours of 8:00 AM - 8:00 PM EST (Eastern Standard Time) from Monday - FridayPreferred Qualifications:
      • Experience with using Microsoft Office, including Microsoft Word (create correspondence and work within templates) and Microsoft Excel (ability to sort, filter, and create simple spreadsheets)
      • Experience with working in teams on quality improvement methods / projectsTelecommuting Requirements:
        • Required to have a dedicated work area established that is separated from other living areas and provides information privacy
        • Ability to keep all company sensitive documents secure (if applicable)
        • Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet serviceSoft Skills:
          • Interpersonal and motivational skills at an individual and team level
          • Business writing skills - ability to organize complex and detailed information into executive level summaries
          • Ability to visualize and communicate process failures and propose remediations
          • Ability to provide extraordinary customer serviceCareers with UnitedHealthcare. Work with a Fortune 5 organization that's serving millions of people as we transform health care with bold ideas. Bring your energy for driving change for the better. Help us improve health access and outcomes for everyone, as we work to advance health equity, connecting people with the care they need to feel their best. As an industry leader, our commitment to improving lives is second to none.California, Colorado, Connecticut, Nevada, New Jersey, New York, Washington, or Rhode Island Residents Only: The salary range for California / Colorado / Connecticut / Nevada / New Jersey / New York / Washington / Rhode Island residents is $22.45 - $43.89. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.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. -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.#RPO #YELLOW

Keywords: UnitedHealth Group, Atlanta , Service Escalation Account Manager - National Remote, Executive , Atlanta, Georgia

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