[Hiring] Associate Account Manager Client Services @UnitedHealth Group

Role Description

This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am – 5:00pm EST (will support Eastern Time Zone). It may be necessary, given the business need, to work occasional overtime.

You will enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Independently manages complex, high risk, or escalated benefit configuration work, including new client implementations and critical renewals.
• Serves as a primary SME for BCT processes, systems (ServiceNow, RxCOMET, RxClaim/NextGen, RxCCR), and SOP updates.
• Provides guidance and peer support to analysts on benefit logic, system impacts, and troubleshooting.
• Performs advanced data review and validation to ensure benefit accuracy, compliance, and alignment with documented client intent.
• Partners with triage, upstream, and downstream teams (e.g., BOM, Formulary, Specialty, CCR) to resolve issues, clarify requirements, and route work appropriately.
• Engages in issue research, escalation support, and root cause identification to prevent repeat errors.
• Support new and existing client benefit changes by submitting, monitoring, and maintaining work through ServiceNow cases and tasks.
• Complete structured analysis and validation of benefit data to ensure accuracy and compliance with documented client intent.
• Maintain consistent quality standards while meeting established turnaround time (TAT) and performance metrics.
• Utilize SOPs, job aids, and source systems to research issues, resolve discrepancies, and ensure correct benefit configuration.
• Monitor assigned work queues, perform required follow up, and ensure tasks progress to completion.
• Maintain thorough documentation and professional handling of all assigned work items.

Qualifications

• High School Diploma/GED.
• 3+ years of PBM related experience.
• 3+ years of experience in a business analyst, Subject Matter Expert (SME), or similar role responsible for implementing and upkeeping complex, cross functional business processes.
• 3+ years of experience performing complex benefit change analysis and system configuration work.
• Advanced level of proficiency working across multiple systems concurrently (e.g., ServiceNow, RxCOMET, RxClaim/NextGen, RxCCR).
• Intermediate level of proficiency in Microsoft Office skills, including Word, Excel, Teams, Outlook & OneNote.
• Strong analytical skills, attention to detail, and ability to work independently in a telecommuter environment.
• Proven ability to meet established turnaround time, SLA, and quality benchmarks.
• Individual contributor with the ability to organize information and multi-task work items, while maintaining strong attention to detail.

Requirements

• 3+ years of BCT experience.
• Strong working knowledge of UMR benefit change processes and procedures.
• Recognized experience acting as an SME, trainer, or peer resource within a PBM or benefits configuration environment.
• Experience handling escalations, high‑impact client changes, or peak‑volume workloads.
• Familiarity with SOP development, process stabilization, and supporting large changes.
• Strong communication skills and experience partnering cross‑functionally to resolve complex issues.

Benefits

• Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays.
• Medical Plan options along with participation in a Health Spending Account or a Health Saving account.
• Dental, Vision, Life & AD&D Insurance along with Short-term disability and Long-Term Disability coverage.
• 401(k) Savings Plan, Employee Stock Purchase Plan.
• Education Reimbursement.
• Employee Discounts.
• Employee Assistance Program.
• Employee Referral Bonus Program.
• Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.).