Job: Client Service Analyst - Hartford,CT; Atlanta, GA; Plano, TX; Schaumburg, IL; Islandia, NY
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Jobing Description
Position Description:
Serve as the subject matter expert for an assigned book of National Accounts business (inclusive of Fortune 100 and Fortune 500 companies) for customer implementation processes related to representing sold case information into applicable administrative systems. Independently analyze and determine case structure for all customers. Serve as subject matter expert to internal customers for applicable administrative systems and customer structure. Exhibit a strong customer service focus to both our internal and external customers. Mentor new hires and serve as a role model and professional leader. Participate in various process improvement projects.
Primary Responsibilities:
For new customers:
Receive, gather, and analyze original benefit data in order to complete initial benefit templates and/or summaries suitable for customer review and sign-off
Analyze customer structure requirements and, with input from appropriate Account Management Team (AMT) members, design and build customer structure For existing customers:
Receive, gather, and analyze information relative to plan and/or structure changes upon the customer's renewal and/or off cycle plan changes
Where necessary, make recommendations regarding customer structure
For all customers:
Actively participate in AMT meetings to add relative insight and expertise necessary to solving customer issues and/or plan for proactively meeting and exceeding customer expectations
Respond to inquiries from internal business partners
Assist Client Manager with managing benefit plan updates
Understand applicable internal application and their downstream impacts so as to appropriately guide the AMT on related issues
Report relevant status to AMT on changes relative to project work affecting the customers data in administrative systems
Build and maintain data in administrative systems:
Build and maintain relevant customer data into internal administrative systems and follow processes with regard to release and maintenance of new, existing and canceling plans and structure as well as general customer data
Build and maintain detailed RX benefits into applicable system(s) and follow processes with regard to submission and maintenance
Manage error reports as required by existing processes
Complete and submit medical ID card templates and forms to add, change or delete ID card definitions (including occasional assistance to the Client Manager for detailed review of ID card proofs)
Complete necessary supplemental forms and templates for new business, new business on existing customers, customer renewals and cancellations
Maintain various tracking and metrics systems in a clear and consistent timely manner to communicate status of ongoing work
Meet established metrics for the IS team.
Maintain various tracking and metrics systems (ORBIT, UIT, other ad-hoc documents)in a clear and consistent timely manner to communicate status of ongoing work
Team and Processes:
Continuously explore and influence improvements to processes and tools that will achieve better outcomes for internal and external customers.
Enthusiastically participate in regular team meetings to support effective and efficient multi-dimensional critical communication.
Actively seek new challenges to develop technical and/or subject matter expertise.
Openly accept and seek opportunities to participate in and/or advocate on behalf of the team on special projects.
Mentor/Help facilitate training sessions for new staff.
Readily assist with resource balancing to achieve team goals.
ProvideSkills / Requirements
Requirements:
2+ years of professional customer service experience is required
Microsoft Office suite (Word/Excel/PowerPoint/Outlook/Access) experience is required
High school diploma/GED is required
Assets:
Healthcare industry experience is a plus
BA/BS degree is preferred
Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.Important Notes
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