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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.

Please review the Required Qualifications and you must meet or exceed the requirements listed below to be eligible to apply to this position.

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.

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.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.