This budgeted replacement request is to backfill a dedicated hybrid Service Account Manager position supporting the Arizona State Retirement System (ASRS), which serves 49,840 members and generates $1.5 million in annual revenue. The position has been vacant since March 2026. The ASRS contract requires a minimum of one full-time, on-site customer service representative in the Phoenix office for the first 20,000 Medicare Plan Participants, plus one additional representative for each additional 10,000 participants, or as needed to maintain high participant satisfaction.
This is a full-time position. Employees are required to work standard business hours from 8:00 AM to 5:00 PM Arizona time, with flexibility to work occasional overtime during peak season based on business needs.
We provide several weeks of on-the-job training, with training hours aligned to your regular work schedule.
If you are located in Phoenix, AZ, you will have the flexibility to work remotely* as you take on some tough challenges.
Primary Responsibilities:- Establish and maintain effective working relationships with the assigned client, client staff, and internal team members to support shared goals
- Provide first-level triage, response, and resolution for escalated issues involving internal and external customers
- Investigate and manage escalated member-level issues through root cause analysis, and communicate outcomes to internal partners or external client or members in person, by phone, or in writing
- Accurately document and track all issues and activities in the issue tracking database
- Serve as a liaison between internal and external customers to support member-level issue resolution, identify and escalate trends, respond to inquiries, and act as a benefits and program subject matter expert
- Enhance the delivery of benefits and services by providing dedicated on-site support and guidance to a large or complex client, including attending meetings, preparing and delivering reports, managing issue inventory, responding to emails and phone calls, and supporting in-person conversations as needed
- Rotate between telecommuting and working directly at the client site as required by contract
- Track, trend, and proactively review account activity to identify service opportunities and drive process improvements based on trend analysis
- Serve as an eligibility liaison between the client and internal eligibility team by managing and verifying documentation and entering eligibility transactions directly into the client's eligibility system
- Support the maintenance of policy and procedure documentation
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 equivalent work experience
- Active Accident & Health license in the candidate's state of residence, or ability to obtain the license within 90 days of hire
- 18 years of age or older
- 2+ years of account management experience
- 2+ years of health care industry experience
- Proficiency with Microsoft Word, Excel, Outlook, and presentation tools, including creating and editing documents and spreadsheets, managing calendars and rules, and preparing and delivering presentations
- Proven excellent verbal and written communication skills, with the ability to communicate clearly with clients, members, and internal partners
- Demonstrated solid attention to detail and demonstrated accuracy in data entry and documentation
- Demonstrated ability to collaborate effectively with team members and cross-functional partners to achieve shared business goals
- Ability to travel up to 25% of the time
- Ability to work full-time during standard business hours of 8:00 AM to 5:00 PM Arizona time, with flexibility to work occasional overtime during peak season based on business needs
Preferred Qualifications:- 2+ years of business, client service, or account support experience
- Medicare insurance experience
- Experience working at or supporting a client site
- Experience resolving escalated member or customer issues
- Experience working with eligibility systems or benefits administration
*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $72,800 - $130,000 annually based on full-time employment. We comply with all minimum wage laws as applicable.
