Associate Service Account Manager

This position is onsite at one of the following office locations:

• 3210 Chestnut St. Suite 215A, Philadelphia, PA 19104
• 11399 16th Ct N Suite 110, St. Petersburg, FL 33716
• 840 E. 59th Street Suite 1227, Chicago, IL 60637

Must be located within 25 miles of any of these office locations.

About the role

At UnitedHealthcare, we're simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. The Associate Service Account Manager serves as a key liaison between university departments, students, and health insurance providers to ensure smooth administration of student health plans. This role involves managing enrollment and waiver processes, resolving billing and coverage issues, and supporting service-related campus events. Strong communication and customer service skills are essential for delivering accurate guidance and maintaining positive relationships across all stakeholders.

Schedule

This is a full-time on-site position (40 hours per week), Monday through Friday. Employees are required to work an 8-hour shift during normal business hours of 8:00 am to 4:30 pm. Occasional overtime may be required based on business needs.

We offer 8 weeks of paid on-site training. Training hours are 9:00 am to 5:30 pm CST, Monday through Friday. No PTO is permitted during training, and 100% attendance is required.

Responsibilities

• Collaborates with the University Bursar, Registrar, IT Services, and Web Services departments to ensure smooth processes throughout the insurance plan year.
• Coordinates the administrative aspects of a competitive bid process for USHIP and optional insurance plans.
• Maintains the University Student Health Insurance Administration Tool, which tracks students' annual enrollment and waivers into/out of USHIP.
• Interfaces effectively with all university customers (students and/or their dependents, administrators, and Student Health Center staff) while clearly presenting the University's position on all topics.
• Functions as a day-to-day liaison by providing walk-in and telephonic customer service support to all university customers.
• Assists in the resolution of insured and/or provider billing issues.
• Understands and educates students regarding current plan design, policies, and procedures.
• Coordinates and attends on-campus service-related functions/meetings, including Orientations, Health Fairs, and In-Service Information Sessions as needed.
• Effectively interfaces with all internal and external partners to provide exceptional customer service and ensure the Company's short- and long-term goals are met.
• Learns and demonstrates knowledge of all phases of claims processing, including enrollment management, the appeal process, the pre-determination process, and contract interpretation of plan benefits and policy provisions.
• Assists with the enrollment/waiver process, including researching eligibility issues (but not approval or denial of waivers).
• Assists in the development and distribution of pertinent communications material related to the student health insurance plan.
• Leverages enterprise-approved AI tools to enhance productivity and innovation by streamlining workflows and automating repetitive tasks. Evaluates emerging trends to drive continuous improvement and strategic innovation.
• Performs any other duties required by the University to assist with the student health insurance plan.

Requirements

• High School Diploma or GED.
• Must be 18 years of age or older.
• 2+ years of experience in healthcare or medical insurance operations, including claims processing, benefits verification, enrollment, provider services, or related functions.
• Familiarity with computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications.
• Ability to work full-time on-site (40 hours per week), Monday through Friday, during business hours of 8:00 am to 4:30 pm, with occasional overtime as needed.

Preferred Qualifications

• 1+ years of customer service experience in a higher education environment supporting the student population.
• Experience with medical or insurance terminology.
• Experience with public speaking or presenting information to customers.

Skills

• Ability to multi-task, including understanding multiple products and multiple levels of benefits within each product.
• Ability to improve the customer's experience.
• Ability to conduct presentations in a public format, small or large.
• Ability to maintain positive engagement through written and verbal communication.
• Ability to work effectively in a changing environment.
• Demonstrates diversity awareness.

Pay

The hourly pay for this role ranges from $20.00 to $36.00 per hour based on full-time employment. Pay is determined by several factors, including but not limited to local labor markets, education, work experience, and certifications.

Benefits

In addition to your salary, we offer a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements).