Account Manager Client Service Resume Samples

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M Will

Myrna

Will

600 Gusikowski Mill

San Francisco

+1 (555) 951 4634

600 Gusikowski Mill

San Francisco

Phone

p +1 (555) 951 4634

Experience Experience

San Francisco, CA

Account Manager Client Service

San Francisco, CA

Rogahn-Runte

San Francisco, CA

Account Manager Client Service

Proactively works with customers, SAE, AMT and business partners to create and implement service and process improvements
Work with a variety of internal departments to manage the Issuance process
Work closely with client and United Healthcare’s Account Management Team to ensure superior customer service and healthcare partner relations
Performance Driven: Delivers exceptional performance; strives to achieve stretch objectives; focuses on results, not efforts
Deliver Quality Results Drive for Results Manage Time Effectively Produce High-Quality Work
Responsible for specific Account Management Performance Standards (i.e. Welcome Calls, Termination Surveys, Late Payer List, etc.)
Lead process improvement special projects and work teams for dedicated client and potential global impact

Chicago, IL

Associate Account Manager Client Service

Chicago, IL

Sawayn Group

Chicago, IL

Associate Account Manager Client Service

In conjunction with account team, validate what is to be implemented for the customer, develop and execute pharmacy implementation strategy and timeline
Work with Client Management and UMR leaders to proactively identify implementation issues and drive their resolution
Coordinate with the Optum Rx and UMR Account Management team to ensure the pharmacy portion of the implementation process is executed accurately and on time
Works with Regional Sales Manager and Director of Field Sales on implementation of new business
Create and deliver quarterly and annual service performance scorecards
Identify implementation risks, implement a mitigation/action plan and drive improved outcomes, communicate to senior leadership
Identify implementation risks, implement a mitigation / action plan and drive improved outcomes, communicate to senior leadership

present

Chicago, IL

Platforms Account Manager Client Service

Chicago, IL

Kunde Inc

present

Chicago, IL

Platforms Account Manager Client Service

present

Monitor and record service performance from third party providers based on the Service Level Agreement (SLA)
Assist with testing of system changes and enhancements
Develop an excellent relationship with internal and external clients
Working knowledge of superannuation tax treatment (CGT and Income tax) or wrap platform tax engines will be highly regarded
Propose new ideas to improve the products and services of the Investment Platforms business
Working knowledge & support of broad corporate actions capabilities (domestic & international)
Analyse key trends with the client, including identification of process and service delivery issues and trends

Education Education

Bachelor’s Degree

University of Memphis

Bachelor’s Degree

Skills Skills

Excellent listening and communication skills, both verbal and written with a strong attention to detail
Solid interpersonal skills, adaptable and future-oriented
Strong listening skills and has the ability to solicit joint agreement with internal and external clients and business partners
Highly motivated with ability to work in a fast paced, changing environment
Good mathematical ability
Strong analytical, strategic thinking, and problem solving skills
Ability to interface with and influence internal business partners through the use of interpersonal skills
Excellent verbal and written communication skills
Demonstrated ability to communicate ideas clearly and concisely
Process/Project Management Skills with the ability to organize, manage, and control multiple projects concurrently and prioritize demands

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Platforms Account Manager Client Service Resume Examples & Samples

Be the first point of contact for assigned clients and their administrators
Develop a deep understanding of assigned clients including but not limited to their model, systems and their requirements
Professional and courteous communication at all times, representing UBS to required standards
Follow any issues through to resolution liaising with internal parties as well as third party service providers as required
Escalate all issues that cannot be resolved by the Client Service team and liaise with the Operations manager, Client Relationship Manager, Delivery team or Business as required
Performance of regular client calls/visits including publishing written agendas, post meeting minutes and outstanding action items, regular reporting of progress and follow up actions
Analyse key trends with the client, including identification of process and service delivery issues and trends
Propose new ideas to improve the products and services of the Investment Platforms business
Develop an excellent relationship with internal and external clients
Take ownership of all aspects of risk associated with the client, including unmatched and failed trades, service issues with regulatory/compliance implications
Responsible for the month end billing process for assigned clients
Monitor and record service performance from third party providers based on the Service Level Agreement (SLA)
Update and maintain internal procedure documents
Assist with testing of system changes and enhancements

Account Manager, Client Service Support Resume Examples & Samples

Day-to-day management of the client relationship
Considered the functional expert for their client's processing and operational business
Identify and analyze processing problem with customer impacts; communicates ongoing situation status; Reports SLA performance and develops improvement plans to address chronic customer problems
Bachelor’s Degree or equivalent experience. Typically requires a minimum of 5+ years experience in a customer support role in software, financial or information services
Proficiency providing technical and consultative support to external customers and identify business needs
Excellent verbal, written, presentation and interpersonal skills are required
Travel will be required (5-10%)

Account Manager Client Service Resume Examples & Samples

Advise and consult with internal and external customers, Brokers, and Account Management teams on issues relating to the content and administration of contract documents and/or regulatory or legislative matters
Review legal risk issues and communicating with company attorneys as appropriate
3+ years of previous heavy volume Account Management, Client Relations, or Account/Client Support experience in a corporate environment
Intermediate MS Word skills, including experience with advanced formatting and style changes
Previous experience with drafting or revising Health Benefit-related documents (i.e. summary description plans, policies, etc.)
Previous experience with Self-Funded Insurance products
Previous experience with Healthcare Reform Policies and Regulations
Legal and/or Document Issuance experience; writing and editing legal documents such as policies and summary plan descriptions
MS Excel a plus
Customer Service Orientation and experience interacting directly with clients and/or brokers
Experience handling multiple tasks and priorities in a fast paced, complex environment

Account Manager Client Service Resume Examples & Samples

Establish and maintain effective relationship with assigned client
Investigate and manage escalated member level issues through root cause analysis and communicate outcome (in person, telephonically or via written communication) to internal partners or external clients
Serve as liaison between internal customers and external customers to facilitate member level issue resolution and respond to inquiries
Identify and report system problems in relation to benefit installation and interpretation
Document and track all issues and activities accurately within the issue tracking database
2+ years healthcare industry experience
MS Power Point – create and modify presentations

Account Manager Client Service Resume Examples & Samples

Analyze trends, develop customer specific solutions in collaboration with cross functional teams
Works with less structured, more complex issues
Serves as a resource to others
Knowledge of internal process and resources (Claims, eligibility, accounting, contract, underwriting)

Account Manager Client Service Resume Examples & Samples

Serve as primary back-up to the Strategic Account Executive (SAE) team
Proactively gather and analyze data to position the SAE to consult with customers regarding their plan’s performance
Collaborate with Health Analytics team and the SAE to prepare a customer specific consultation package
Identify and request ad-hoc reports for customers and external vendors (stop loss, pharmacy, wellness, etc.)
Consult with customers to determine plan requirements
Analyze, order, and coordinate report distribution for the customers
Prepare, request, and coordinate renewal activities
Work with Underwriting to price plan options for renewals
Maintain accurate information in the internal Customer Relationship Management tools
Collaborate with SAE to create Strategic Customer Business Plans
Support renewal and reporting requests for specialty benefits (dental, vision, financial protection, critical illness)
Coordinate Request For Proposal (RFP) development and delivery
Review of RFP responses for accuracy
Create and maintain a Customer Scorecard (including trends, adoption, and improvement opportunities for member tools and programs)
Facilitate issuance and signing of fully insured and administrative services only contracts
Facilitate Strategic Customer Team meetings as needed
Serve as point person to the customer regarding communication of various UnitedHealth Group/UnitedHealthcare process or program changes
Builds relationships with employer group clients (not individual members) and their brokers
Support 3rd party audits
Support internal projects
Recommend strategies
Recommend process improvement opportunities
Experience with Microsoft Desktop Applications
3+ years of experience in the Healthcare Insurance Industry with knowledge of fully insured and ASO Business is required
2+ years of experience working in Healthcare Insurance Underwriting with a knowledge of Policy and Procedures/Processes
2+ years of experience working with both internal and external partners is required
2+ years of experience at an intermediate level in Excel is required
Life and Health Insurance License required or able to obtain in first 90 days of hire

Associate Account Manager Client Service Resume Examples & Samples

Based on healthplan benefit designs, submit tickets to appropriate PBM functional teams (Benefit Operation / Formulary Operations)
Manage mass changes to Benefit Codes (BPL) as it relates to new projects, programs or regulatory changes
Lead implementations, including monitoring tasks to ensure alignment with initiative strategy / established timelines, making recommendations for mid-course initiative changes and creating / managing project plans
Work with healthplan and functional leaders to proactively identify implementation issues and drive their resolution
Facilitate meetings at various levels of the organization
Manage implementation scope changes and resolution
Partner with UHC Operations and Implementation teams to manage and prioritize customer needs and implement pharmacy benefit solutions
Identify implementation risks, implement a mitigation/action plan and drive improved outcomes, communicate to senior leadership
Monitor, track and report implementation status and performance
Supports UnitedHealthcare Account Management & Service Organizations
Serve as implementation subject matter expert to Sales to support RFP's and client audit activities
Train new hires on Implementation processes
Provide information on new implementations to OptumRx Customer Service Trainers
Support updates to Client Information Database
2+ years of experience working within an account management or implementation team within the healthcare industry
1+ years of experience with Microsoft Word and Excel
Associate's Degree or higher
Pharmacy Tech Certification
PBM experience (Pharmacy Benefits Management)
Experience with Microsoft PowerPoint

Account Manager Client Service Resume Examples & Samples

Ensures Optum client satisfaction by resolving and responding to account issues and requests
Represents Client Services internally and coordinates with other functional areas to complete projects and address ongoing service needs
Represents and/or facilitates client meetings/presentations; travel to client site is required
Diagnoses root causes of service issues; collaborates with and appropriately directs appropriate functional areas to resolve issues
Provides end to end review and analysis of client requests to proactively identify downstream gaps or issues
Maintains up-to-date account information in Optum systems, such as benefit plan updates and client issue tracking
Builds and maintains key relationships with clients, U-Channel, benefits consultants, internal and matrix partners
Proactively manages client performance guarantees and works with appropriate internal constituents to establish necessary steps to correct and improve results
Solves day-to-day account service issues directly or by leading internal teams to a solution
Manages marketing communications projects for clients, including coordination of direct and/or electronic mailings to members
Collaborates with Client Executives (CEs) to develop client reports; QA’s reports for client-specific information and coordinates report delivery with CEs
Investigates discrepancies in Optum systems data, such as eligibility information
Maintains Client Information via established tools to ensure service delivery, future needs and expectations of the client will be met
Acts as single point of contact to the account for all service-related issues
Improves the quality of service delivery for the broader team through sharing knowledge, improving processes, etc
Ownership of client issues, driving quick and lasting resolution
Consistently meets and exceeds expectations of internal and external clients
Uses good judgment, integrity, confidentiality and professional conduct at all times. Respond in a manner that maintains trust and credibility
Actively participates in client conversations and presentations, ask probing questions, and collaborate with CE and manager on solutions
Collaborates as part of an internal service team encompassing CEs and applicable functional areas to successfully achieve common goals
Leads client-focused projects aimed at improving or addressing systematic problems or providing value to client
Builds and leverages a network of experts and colleagues to supplement one's own expertise
Actively works with peers to help guide the team toward strategic goals as well as the mission of Optum
Drives change and innovation through continually seeking and implementing value added solutions for clients
Possesses an intermediate understanding of the health insurance industry
Possesses comprehensive understanding of Optum’s Care and Behavioral Management product suites, including knowledge of systems used to identify, address and track client service issues
Ability to use data and prepare PowerPoint presentations
Professional verbal and communication skills
Ability to manage multiple priorities with tight deadlines
Strong relationship and interpersonal skills
Collaborate effectively within a large matrix organization across multiple stakeholders (including clients, sales rep, sales manager, sales support team, etc.)
Demonstrated ability to build a collaborative culture and relationships across the organization and with external and internal strategic partners
Ability to grasp new system tools and applying effectively in reporting and analysis
Experience using Salesforce
Client presentation experience

Account Manager Client Service Resume Examples & Samples

The CSM is the primary day to day service contact for our customers
Must understand and manage customer expectations and service needs by building and maintaining positive relationships (both internal and external) and by delivering quality service; thereby enhancing UHC reputation in the industry
To build a strong working partnership with the SAE to ensure customer satisfaction and retention
Will provide consultative services to clients to address service delivery needs
Manages all service related issues on assigned book of business. Investigates, researches and resolve problems presented by the customer and Account Management Team (AMT) members
Triage and troubleshoot client issues providing timely resolution and determining root cause
The CSM will assist in the adoption of all Strategic Administrative Initiatives for the business
Identify trends and develop customer specific solutions in collaboration with cross-functional team’s expertise
Ensures the timely and accurate delivery of client communications (correspondence, network and product updates, fulfillment materials, ID cards, etc.)
Manage customer/ responsiveness throughout the AMT team
Manages and meets internal metrics and client specific metrics
Collects and reports externally on the quality of service that is delivered to the client
Engage senior leadership to adopt new ideas, products, escalations and approaches
Models UHG’s principles of integrity and compliance. Adheres to our business principles
Acts as a project manager, facilitating and managing the AMT process, setting direction, schedule and issue logs to ensure resolution of issues across functional areas are complete
In partnership with the SAE, ensures customers are well-inform and knowledgeable about plan options, new products, policy and procedural and legislative changes
Ensures seamless, complete and accurate Health Fair and Open Enrollment activity for customers by coordinating enrollment meetings and the ordering of enrollment materials
Creates customer specific presentations and trains vendors for OE meetings. May attend these meetings a necessary
Maintains professional and technical knowledge by reading internal communications, attending educational workshops/training and reviewing industry related publications
Maintains current insurance license(s) as required by law
Along with the Implementation Manager and SAE, coordinates needed activities for the timely implementation of products and services onto UHC systems
Proactively works with customers, SAE, AMT and business partners to create and implement service and process improvements
Leads effective meetings with customers, vendors and matrix partners as necessary
Manages metrics and customer goals. Collects measures and reports on the quality of service that the business delivers to its customers. (i.e. performance guarantees)
Responsible for monthly/quarterly collection and delivery of client reports as directed by the client contract
3+ years of experience in a Coordinator or Support role
2+ years of Microsoft Office experience, including document creation, data entry, reporting, formulas, sorting, developing and presenting with Word, Excel and PowerPoint
Previous experience with Account Management
Experience with SalesForce
Experience with Microsoft SharePoint
Knowledge of health insurance industry, products and services and the managed care environment. (Knowledge of Medicare a plus.)
Experience with Data Analysis and Reporting

Account Manager Client Service Resume Examples & Samples

Ensures OptumHealth client satisfaction by resolving and responding to account issues and requests
Builds and maintains key client, U-Channel relationships, benefits consultant, internal and matrix relationships
Possesses experience and skills to work with accounts that may have both Care and Behavioral products
Diagnoses root causes of service issues; collaborates with appropriate functional areas and SAEs to develop solutions
Provides consultative and proactive recommendations to the client and internally to add client value
Collaborates with SAEs to develop client reports; QA’s reports for client-specific information and coordinates report delivery with SAEs
Maintains up-to-date account information in OptumHealth systems, such as benefit plan updates and client issue tracking
Investigates discrepancies in OptumHealth systems data, such as eligibility information
Represents OptumHealth Client Services in client presentations and health/benefit fairs; travel to presentations and fairs may be required
Represents Client Services internally and coordinates with other functional areas to complete projects and address ongoing service needs. (from gr 26)
Experience working with Medicare processes
Reporting experience for Optum Behavior Health
Six Sigma / Lean training or certification
Project management training

Account Manager Client Service Resume Examples & Samples

Assesses and interprets customer needs and requirements
Identifies solutions to non-standard requests and problems
Solves moderately complex problems and/or conducts moderately complex analyses
Works with minimal guidance; seeks guidance on only the most complex tasks
Translates concepts into practice
Provides explanations and information to others on difficult issues
Coaches, provides feedback, and guides others
Acts as a resource for others with less experience
Leader of the account services across UHC National Accounts on assigned book of business. Provide superior customer service to internal and external customer/partners by meeting and exceeding expectations
Leads Account Management Team (AMT) calls and initiatives to implement and service the most efficient process possible
Investigate, analyze, and develop creative solutions to client specific problems related to system, claims, networks, providers, eligibility, ID cards, billing banking, and portal through active cross-functional team participation
Coordinate all activities for timely implementation of products and services onto United Healthcare systems
Effectively manage customer accounts (which may include Rx, Medical, MHSA, Financial Accounts (HRS, HSA, etc.)
In conjunction with the Strategic Client Executive (SCE) and the Underwriter, provides effective benefit consultation for plan revisions, managed care strategies, product development, policy and procedure changes, legislative changes (including Health Care Reform) and claim cost control
Ensure timely and accurate delivery of client communications (i.e. correspondence and fulfillment materials, ID cards, etc.)
Participates and facilitates external client meetings along with the SCE to discuss issue log, open projects and initiatives
Triage and apply critical thinking skills to troubleshoot client issues providing timely resolution and determining root cause
Manages and meets internal metrics and clients goals, measure and report on the quality of service that the business delivers to its clients
Model UHG’s principles of integrity and compliance, and adhere to our business principles
1+ years of experience working within the Healthcare Industry, in Account Management and/or a leadership role
Experience with computer skills including word processing, database management, and spreadsheet applications
Available to travel up to 25% of the time
3+ years of administrative experience with extensive exposure to benefit administration

Associate Account Manager Client Service Resume Examples & Samples

Jobs in this function may work closely with sales on renewals and upselling, but incumbents do not have specific sales goal accountability or primary responsibility to close sales
Associate Degree (or higher) or High School Diploma/GED with 5+ years working within the insurance industry
Comfortable speaking in front of an audience
Proficient in report analysis and plan recommendations
Must be willing to travel to customer meetings (travel will be approximately 35%)

Account Manager Client Service Resume Examples & Samples

Maintain an ongoing knowledge of clients' business; as well as their contract with Catamaran
Drive solutions by engaging multiple organizational areas
Provide positive alternatives to complex situations encountered by client and manage expectations
Perform systems analysis to determine source of technical issues, and act as liaison between external clients and internal departments to resolve these issues
Act in project coordinator/manager capacity to ensure accurate and timely completion of client projects, to the client's satisfaction
Identifying and understand critical tasks required to meet client expectations
Identify deliverables and manage effectively to due dates
Complete service requests to translate customer needs and requirements for Catamaran's product support and development teams
Effectively communicate with clients via face-to-face meetings, conference calls and written correspondence
Interface with internal departments
Other duties as assigned by SAE or Director (including special projects)
Intermediate or advanced understanding of Medicare Part D and other regulatory guidelines
Ensure client service level agreements are met
Understand organizations capabilities, products and services
Understand and communicate client goals and be the voice of the customer
Ensure quick response and follow-up to client inquiries, including returning phone calls and emails within 2 hours and attempted resolution of all issues in less than 48 hours. Follows-up with client within 24 hours after issue resolution (or as defined by client contract)
Follow all policies and procedures related to job responsibilities and participating in the development and maintenance of departmental policies and procedures, and tools for Account Management, as appropriate
Understand, communicate, and execute the client contract according to the terms and conditions, including but not limited to the monitoring and reporting of performance guarantees
Work with Strategic Account Executive, and other team members on client renewals and renegotiating contracts with clients to obtain extended agreements while losing as little profitability as possible
Provide training, support and direction to other team members, as necessary
Establish positive, multi-tiered relationships with clients
Identify and support potential upsell opportunities
Stay abreast of industry trends and developments and demonstrates strong communication skills in presenting these to clients
Understanding the impact of industry and regulatory trends and changes for your client
Associate’s Degree (or higher) or High School Diploma/GED with 3+ years of professional project management experience
Experience communicating to an executive audience
3+ years of Project management experience
Customer service orientation and relationship management experience
Experience executing software programs and utilities specific to Catamaran's applications
Experience reading, analyzing and interpreting procedures, general business periodicals and professional journals
Experience presenting information and respond to questions from clients, management and technical associates
Experience writing reports, business correspondence and technical specifications
Experience solving practical issues and deal with many variables in situations where only limited standardization exists
Experience interpreting a variety of instructions furnished in written, oral, diagram, or schedule form
Good mathematical ability

Account Manager Client Service Resume Examples & Samples

Serve as the primary day to day service contact for our customers
Must understand and manage customer expectations and service needs by building and maintaining positive relationships (both internal and external) and by delivering quality service; thereby enhancing UnitedHealthcare’s reputation in the industry
Build a strong working partnership with the Strategic Account Executive (SAE) to ensure customer satisfaction and retention
Provide consultative services to clients to address service delivery needs
Manage all service related issues on assigned book of business. Investigate, research, and resolve concerns presented by the customer and Account Management Team (AMT) members
Ensure seamless, complete and accurate Health Fair and Open Enrollment activity for customers by coordinating enrollment meetings and the ordering of enrollment materials. Create customer specific presentations and train vendors for OE meetings
Partner with the sales and other internal partners to ensure smooth and effective implementations
Attend and participate in customer meetings and open enrollment events
Lead effective meetings with customers, vendors and matrix partners as necessary
State Health Insurance License or willingness to earn the license within 90 days of employment
Intermediate level of proficiency with Microsoft Office (Word, Excel, PowerPoint)
Willingness and ability to travel up to 25%
Public Sector and/or Labor experience
Intermediate level of proficiency with Microsoft Visio and SharePoint
Technical knowledge (claims, eligibility and contracts)
Knowledge of health insurance industry, products and services and the managed care environment (knowledge of Medicare a plus)
Ability to interface with and influence internal business partners through the use of interpersonal skills
Excellent listening and communication skills, both verbal and written with a strong attention to detail
Demonstrated ability to communicate ideas clearly and concisely
Process/Project Management Skills with the ability to organize, manage, and control multiple projects concurrently and prioritize demands
Self-Directed and works with minimal guidance
Works effectively independently and in a team environment
Strong analytical, strategic thinking, and problem solving skills
Ability to synthesize information from multiple sources
Highly motivated with ability to work in a fast paced, changing environment
Demonstrates a 'can do' spirit, a sense of optimism, ownership, and commitment
Ability to easily adapt to new, different, or changing situations, requirements, or priorities

Account Manager Client Service Resume Examples & Samples

Excellent oral and written communication skills and group presentation skills
Solid interpersonal skills, adaptable and future-oriented
Handles complex situation, conflicts and issues effectively
Must be able to effectively maintain/build relationships
Coaches, provides feedback and guides others

Account Manager Client Service Resume Examples & Samples

Monitoring 1st level benefits inbox- respond to basic inquires and escalate to team as needed
Opening & distributing Mail
Review of weekly reports for pending audit failures- follow up with employees
Outreach to client new hires, ensuring they receive personalized email/phone call to ensure they do not miss their window to enroll in benefit offerings
Assisting with customer service inquiries, educating employees on employer benefit programs, customer service resources and service resolution
Assisting employees in accessing United Healthcare tools and resources
Work closely with client and United Healthcare’s Account Management Team to ensure superior customer service and healthcare partner relations
Track, research and resolve inquiries related to UHC claims, billing and enrollment
Identify service trends, root cause analysis, and develop contingency plans
Participate in special projects as requested by UHC Account Management, Caliber, and Holmes Murphy on behalf of Caliber
Bachelor’s Degree or HS Diploma/GED with 2+ years of Client Interaction experience
Intermediate level experience with Microsoft Excel (able to sort, filter, create and use vlook ups, pivot tables, import and export data, and use basic functions)
1+ years of online reporting experience/pulling reports
1+ years of Client interaction experience including presenting market data, presenting/hosting training, and/or presenting sales materials
1+ years of professional Account / client management or relationship management experience
Business analysis experience

Associate Account Manager Client Service Resume Examples & Samples

Serves as a liaison between the client, sales and operations
Have a basic understanding of work comp function and partnership services to answer general client questions and/or know how to triage the client request to the most appropriate contact
Intent is for the CSR to work onsite within Settlement’s key client office and Settlement Solutions Tampa office
Works with Regional Sales Managers, Director of Field Sales and Operations to maintain client relationships by coordinating services and effectively obtaining claim file records required to process referrals
Effectively manages assigned objectives to secure business referrals in the most cost effective and collaborative way for the clients
Works with Regional Sales Manager and Director of Field Sales on implementation of new business
Process monthly sales reports providing potential revenue for add-on continuum services which currently includes but is not restricted to
Previous work experience in a professional service environment
Intermediate level of proficiency with Microsoft Excel including basic formulas for revenue, billing, invoices, Pivot Tables, filtering and manipulating data, sort data and VLOOKUPs
Basic level of proficiency with Microsoft PowerPoint including creating and editing decks
Ability to travel up to 25% of the time within Tampa (to client site)
1+ years of Workers Compensation experience
Exposure to SalesForce.com
Proficiency with Microsoft Outlook including email and calendar management

Account Manager Client Service Resume Examples & Samples

Provides internal support to the sales office allowing Account Executives and Account Managers to spend their time in the field building relationships
Position requires the servicing of client groups, brokers and general agents along with developing solid relationships with these customers
Provides administrative and service support (i.e. Claims, Enrollment, Billing, Case Installation, etc) for the small business segment
Responsible for specific Account Management Performance Standards (i.e. Welcome Calls, Termination Surveys, Late Payer List, etc.)
Provides field support as required
Suggests and recommends Process Improvement strategies
2+ years of Leadership/Management/Supervisory experience
Proficient in Microsoft Office suite of products; Intermediate level of proficiency in Word (creating and editing documents), PowerPoint (editing and creating presentations), and Excel (formulas, pivot tables and graphics)
Experience working in a challenging setting with varying personalities
Experience using multiple applications and programs simultaneously to complete tasks
Ability to work overtime as required at certain times of the year
Experience in a deadline driven environment
Experience shifting priorities and multi-tasking in a fast-paced environment
Customer Service, Broker, or Healthcare Insurance experience
Adaptable and flexible to meet the quality requirements from start to completion
Willingness to grow and develop
Possesses excellent communication skills
Strong listening skills and has the ability to solicit joint agreement with internal and external clients and business partners
Team player oriented and other centric
Self-starter and motivated

Account Manager Client Service Resume Examples & Samples

Manages ongoing contract relationships and service delivery to clients for one or more accounts. Acts as outward - facing, dedicated resource for assigned accounts, typically with direct client contact (not call center) and large or complex accounts
Builds relationships with employer / group clients (not individual members) and serves as the primary point of contact for overall and day - to - day service delivery
This function includes employees who are in dedicated on - site service roles
Account management jobs focused primarily on relationship and service management belong in this family; jobs with significant sales responsibilities or sales - related incentives (including 'OTH' plans) belong in a sales band
Generally work is self - directed and not prescribed
Experience in Wellness Programs/Presentations
Experience in Health care
Experience working in conjunction with the federal government
Cross - functional

Account Manager Client Service Resume Examples & Samples

Investigate and manage escalated claim/call/appeals issues through root cause analysis and communicate outcome (in person, telephonically or via written communication) to internal partners or external clients
Track, trend and proactively review accounts for service opportunities
Complete adhoc report requests and analysis
Create and deliver quarterly and annual service performance scorecards
Create and deliver to Operations Account Manager quarterly 4-Block with overall client experience results
Represent UHC operations in communication to clients related to new programs and enhancements to existing programs. Proactively messaging to clients and Account Management Team
Attend Account Management and/or client meetings representing call and claim and host and/or lead internal meetings with operations leaders to share Voice of the Customer feedback
Lead service remediation efforts by creating action plan, hosting meetings with internal and external partners, sharing updates with UHC leaders and driving solution to resolution
Provide consultative support to strategic business partners, assisting in delivery of services for new/existing business implementation, i.e., engaging in conversations regarding past experience or potential issues around benefit or claim processing
Develop and deliver customer specific (benefit, claim, and cultural) training to Transaction and Customer Care organization
Support and/or host existing customer site visits
Would typically be responsible for a single, high profile dedicated account
Lead process improvement special projects and work teams for dedicated client and potential global impact
Support in external customer audits e.g. operational assessment, audit recommendation responses, hosting audit meeting
Support Open Enrollment (i.e. updating open enrollment database, training call teams, benefit fairs, vendor summits etc.)
Advanced proficiency in MS Word, Excel and PowerPoint
Well versed knowledge of operational processes (UNET, CAMs, ISET, A4Me, UES, and Behavioral Analytics etc.)
Handles complex case load
Be considered a subject matter expert by/for team members
Lead and Mentor
Manage/Lead Projects
Superior organizational skills and attention to detail
Superior oral, written and presentation skills
Proven customer service/relationship building skills and establish and maintain effective. relationship with assigned client
Handle multiple tasks in a fast-paced environment
Professional and polished

Account Manager Client Service Resume Examples & Samples

Actively participates in client conversations and presentations, ask probing questions, and collaborate with SAE and manager on solutions
Collaborates as part of an internal service team encompassing SAEs and applicable functional areas to successfully achieve common goals
Possesses comprehensive understanding of Optum’s product suites, including knowledge of systems used to identify, address and track client service issues
3+ years progressive health services or financial services experience, with an intermediate understanding of the health insurance industry
3+ years client services experience
3+ years of experience with MS Word, Excel, and PowerPoint
Ability and willingness to travel up to 25-30%
Collaborate effectively within a large matrix organization across multiple stakeholders

Account Manager Client Service Resume Examples & Samples

Coordinate efforts with internal departments for the creation of customer specific PDL and/or pharmacy networks
Coordinate formulary/specialty disruption analysis
Work with Client Management and UMR leaders to proactively identify implementation issues and drive their resolution
Manage the implementation of pharmacy benefit plans for UMR clients to OptumRx
Partner with OptumRx and UMR Operations and Implementation teams to manage and prioritize customer needs and implement pharmacy benefit solutions
Develop and maintain strong inter-company relationships to ensure superior customer service
This includes reviewing plan for accuracy, presenting benefit detail in a customer meeting with OptumRx and arranging for customer sign-off, coordinating file transfers (ORTF, Prior Authorizations, Claims History Files, and Accumulation totals), confirm and ensure for accuracy of benefit set-up for new customers and develop and coordinate any customer, member, or pharmacy communications
High school diploma / GED or higher
3+ years of experience in the pharmacy benefit management industry
3+ years of experience in a client facing role
Proficient with MS Office Suite (Word, Excel, PowerPoint, and Outlook)
Up to 5% travel required
Experience with implementation and/or managing pharmacy benefits
RxClaim experience

Associate Account Manager Client Service Resume Examples & Samples

Analyzes and investigates
Provides explanations and interpretations within area of expertise
Excellent problem solver with ability to think critically and deliver on our promise and commitment of service excellence
High School Diploma / GED with 2+ years of experience working directly with customers solving complex issues
Proficient in Microsoft Word, Microsoft Excel (creating grids, sorting and filtering), Microsoft PowerPoint (building presentations), and Microsoft Outlook
Ability to travel up to 25% of the time (Washington State)
Public sector experience
Demonstrated writing and communication skills

Account Manager Client Service Resume Examples & Samples

Support Implementation Manager with the Pharmacy Benefit set up and On-boarding activities for new customers
Represent customer internally and coordinate with other functional teams to complete projects and address ongoing service needs
Partner with the National or Regional Account Executives in strategic planning, education and promotion of UHC Value Story
Coordinate and provide final resolution response on escalated issues and service concerns related to customers
Identify trends, document lessons learned, and drive continuous service and / or client or customer process improvement
Support customer Audit activities to ensure accuracy and timeliness
Represent OptumRx on customer calls and visits
Support Sales in RFP responses and finalist presentations
Determine customer reporting needs and coordinate with Data Analytics and Reporting for standard reports
Provide support of Performance Guarantee report generation and distribution
Create and conduct new customer training on OptumRx and UHC Pharmacy benefits
Act as SME for Pharmacy Benefit design, products, and programs
Support National and Regional Account Executives in renewal and / or retention process
Participate in on-site and telephonic, general customer meetings including service-related, open enrollment, and executive performance reporting (EPR) meetings as required
Rx Claim experience preferred
ServiceNow experience preferred

Account Manager Client Service Resume Examples & Samples

Jobs in this function may work closely with sales on renewals and up - selling, but incumbents do not have specific sales goal accountability or primary responsibility to close sales
3+ years pharmacy / healthcare technology experience
HBS (Health Business Systems) software experience

Account Manager Client Service Resume Examples & Samples

Performance Driven: Delivers exceptional performance; strives to achieve stretch objectives; focuses on results, not efforts
High Velocity Change: Drives initiatives to achieve organizational targets; able to adapt to rapidly changing conditions; continually seeks ways to improve processes; develops creative, cost-effective solutions for UHC and client
Operating Efficiency: Focuses on execution, removing obstacles and distractions, develops new process that enhance efficiency and performance. Effectively understands use of data to effect positive change in utilization patterns
Top-Performing Employees Are Our Greatest Asset: Fosters a competitive environment and serves as a role model to other employees. Self motivated; maintains a high level of work quality, focuses on detail and is dependable in meeting commitments and fulfilling obligations
Build Value to Customers: Builds and strengthens customer relationships; finds better ways to meet customer needs; acts ethically, maintaining the highest personal and professional integrity. Supports the overall objectives of the primary SAE
Organizational and Personal Influencing Skills: Creates, builds, and maintains relationships that enhance the performance of the business, including those outside direct control. Obtains commitments from individuals or groups to ensure organizational success. Ability to influence individuals at all levels of the organization
3+ years of experience in Healthcare insurance or similar industry
3+ years of experience with underwriting processes for Fully Insured and ASO health insurance plans
3+ years of work experience in working with employer groups, consumers, consultants and brokers
High level of proficiency in Microsoft Office suite of products and other data based systems
Ability to demonstrate strong project management skills utilized in previous positions
Ability to demonstrate previous experience in influencing others both internally and externally
Possession of state mandated insurance certifications or the ability to obtain such within 60 days of employment with UHG
Previous experience with strategic business plan development, preferred
Bachelor Degree or higher

Associate Account Manager Client Service Resume Examples & Samples

Coordinate efforts with internal departments for the creation of customer specific PDL and / or pharmacy networks
Coordinate formulary / specialty disruption analysis
Identify implementation risks, implement a mitigation / action plan and drive improved outcomes, communicate to senior leadership
In conjunction with account team, validate what is to be implemented for the customer, develop and execute pharmacy implementation strategy and timeline
Develop and maintain strong inter - company relationships to ensure superior customer service
Coordinate with the Optum Rx and UMR Account Management team to ensure the pharmacy portion of the implementation process is executed accurately and on time
This includes reviewing plan for accuracy, presenting benefit detail in a customer meeting with OptumRx and arranging for customer sign - off, coordinating file transfers (ORTF, Prior Authorizations, Claims History Files, and Accumulation totals), confirm and ensure for accuracy of benefit set - up for new customers and develop and coordinate any customer, member, or pharmacy communications
High School Diploma / GED
2+ years of experience in the pharmacy benefit management industry
2+ years of experience in a client facing role
Proficient with Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook)
Up to 5% travel
Experience with implementation and / or managing pharmacy benefits
ServiceNow knowledge

Associate Account Manager Client Service Resume Examples & Samples

Investigate and manage escalated claim / call / appeals issues through root cause analysis and communicate outcome (in person, telephonically or via written communication) to internal partners or external clients
Serve as liaison between internal customers and external customers to facilitate call and claim issue resolution and respond to inquiries
Drive process improvement based on trend analysis
Identify and report system problems in relation with benefit installation and interpretation
Document and track all issues and activities accurately within ETS-BE
Complete and deliver complex Performance Guarantee reporting to internal and/or external customers
1+ year of experience as Service Account Manager or related experience
Experience utilizing Microsoft PowerPoint, Excel and Word
Experience in Operational processes (i.e. call, claim, appeals etc.)
Experience using claims systems and reporting to support both standard and non-standard customer requests

Account Manager Client Service Resume Examples & Samples

Bachelor's Degree (or higher) or High School Diploma / GED with 10+ years of experience as an Account Manager
State Health Insurance License required or ability to obtain license within 90 days of hire
75 - 80% local and US based travel required
Proficiency within Microsoft Word (creating and editing documents)
Proficiency within Microsoft Excel (Filter, sort, create and edit)
Proficiency within Microsoft PowerPoint (presenting, creating and editing slides)
5+ years of Account Management or Client Service experience
5+ years of experience preparing and presenting materials to clients
Experience in Wellness Programs / Presentations
Experience working in conjunction with the Federal Government
Experience in Group presentations with public speaking

Account Manager Client Service Resume Examples & Samples

Bachelor Degree (or higher) or High School Diploma / GED with 5+ years of account manager experience
Experience using communications and interpersonal skills ( internal / external )
Experience preparing and presenting materials to clients
Experience with data analysis
Must be able to travel 10%
Must have sales insurance license or must be able to obtain it within 90 days of hire
Federal Programs experience, a plus

Senior Account Manager Client Service Resume Examples & Samples

Investigates, researches, and resolves issues presented by the client and or Account Management Team members and analyze trends, develop customer specific solutions in collaboration with cross-functional teams
Leads and or in conjunction with the Strategic Client Executive ( SCE) facilitates external customer meetings to ensure clients are well informed and knowledgeable about plan options, new products, policy and procedural and legislative changes (including Health Care Reform) through consultative, collaborative and open dialogue
Oversees completion of internal tasks such as Benefit Administrative Review submissions, implement new products, and initiatives, such as Telehealth, creating Client Specific Plans, etc
Comprehensive working knowledge of specialty company offerings and their integration with core products
Model UHG’s principles of integrity and compliance, adhere to our business principles
3+ years of sales and/or account mgt experienced focused in the insurance industry
Proven negotiations and leadership skills

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