National Account Onsite Service Account Manager - Groton, CT

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The National Account Onsite Service Account Manager (SAM) is a client-embedded role responsible for delivering high-touch, end-to-end service support for one or more strategic National Account clients. This role is positioned to serve as the primary day-to-day contact for complex service needs, providing real-time resolution, issue tracking, and benefit navigation support for client HR and benefit teams.

Operating either onsite or in a hybrid capacity, the Onsite SAM builds strong, trusted relationships and helps bridge the gap between client expectations and internal operations. This includes managing escalations, identifying service trends, coordinating cross-functional solutions, and supporting initiatives that improve the overall member experience. The SAM ensures the delivery of timely, accurate and consistent service that aligns with both contractual obligations and United Healthcare's commitment to excellence.

The ideal candidate is service-driven, solutions-oriented, and highly collaborative- with the ability to navigate complex benefit plans, support strategic conversations, and act with professionalism in high-visibility settings.

• Client Relationship Management
  • Serve as the day-to-day, client-facing point of contact for HR and benefit staff at a designated National Account client
  • Build and maintain trusted relationships with key client stakeholders through consistent, proactive engagement
  • Support scheduled onsite or virtual service meetings, including benefit fairs, open enrollment sessions, and operational reviews
  • Provide guidance on benefit design, claims inquiries, and member-level concerns, translating complex information into client-ready communication
• Escalation & Issue Resolution
  • Own the end-to-end resolution of service-related issues, including claim disputes, eligibility inquiries, and benefit misinterpretations
  • Partner with internal teams (e.g., Claims, Clinical, Provider Services, Pharmacy) to drive timely and accurate resolution of escalations
  • Document service issues and track resolution timelines using internal tools; maintain visibility and accountability across stakeholders
  • Identify and escalation recurring trends or patterns in service issues that require cross-functional attention or root cause resolution
• Reporting & Service Insights
  • Provide the client with regular updates on issue resolution, open items, and trending concerns
  • Support internal and external service reporting, ensuring data is accurate, relevant, and tailored to the client's needs
  • Collaborate with internal partners to translate operational data into meaningful service insights
  • Monitor performance metrics, service guarantees, and client expectations to support transparency and trust
• Cross-Functional Collaboration
  • Act as a liaison between the client and internal business areas to coordinate seamless delivery of services
  • Collaborate with Account Management, and Operations to align service delivery with broader client goals
  • Participate in internal meetings to provide client insights, voice of the customer feedback, and early risk identification
  • Support implementation of new benefits, vendor integrations, or service enhancements that affect the client experience
• Operational Excellence & Client Education
  • Reinforce standard processes and service protocols while remaining client-centric in approach
  • Educate client contacts on tools, self-service protocols while remaining client-centric in approach
  • Identify opportunities to streamline service workflows or reduce preventable escalations
  • Represent United Healthcare's brand and commitment to excellence without surprises in every interaction
• Onsite & Multi-Site Support Expectations
  • Maintain a regular onsite presence and travel across multiple client locations as needed
  • Assess…