Account Manager Client Service Resume Sample
Benton Prosacco
45298 Sherman Harbor,
Phoenix,
AZ
+1 (555) 207 0062
Work Experience
Account Manager Client Service
10/2017
-
PRESENT
Detroit, MI
- Previous experience working in a wrap provider company or Superannuation fund administration
- General understanding of Funds Management & broad Wrap platform products
- General understanding of Adviser support requirements
- Track and understand the regulatory and compliance landscape within Superannuation (GS007, APRA)
- A general knowledge of domestic equity settlements
- Learn in a short period of time and work in a fast-paced environement
- Good communication skills - ability to communicate with various stakeholders, internal and external
Associate Account Manager Client Service
10/2013
-
07/2017
Phoenix, AZ
- Multi-task - work across various streams / projects at same time
- Proactively gather and analyze data to position the SAE to consult with customers regarding their plan’s performance
- Collaborates with Client Executives (CEs) to develop client reports; QA’s reports for client-specific information and coordinates report delivery with CEs
- Identify trends and develop customer specific solutions in collaboration with cross-functional team’s expertise
- Models UHG’s principles of integrity and compliance. Adheres to our business principles
- Collaborates with SAEs to develop client reports; QA’s reports for client-specific information and coordinates report delivery with SAEs
- Understands and delivers against the OptumHealth Leadership expectations
- Possesses comprehensive understanding of OptumHealth’s Care and Behavioral product suites, including knowledge of systems used to identify, address and track client service issues
- Actively works with peers to help guide the team toward strategic goals as well as the mission of OptumHealth
Senior Account Manager Client Service
03/2010
-
09/2013
Boston, MA
- Model UHG’s principles of integrity and compliance, and adhere to our business principles
- Work closely with client and United Healthcare’s Account Management Team to ensure superior customer service and healthcare partner relations
- Act Ethically Comply with Applicable Laws, Regulations and Policies Demonstrate Integrity
- Focus on Customers Identify and Exceed Customer Expectations Improve the Customer Experience
- Act as a Team Player Collaborate with Others Demonstrate Diversity Awareness Learn and Develop
- Communicate Effectively Influence Others Listen Actively Speak and Write Clearly
- Contribute Innovative Ideas Work Effectively in a Changing Environment
- Make Fact-Based Decisions Apply Business Knowledge Use Sound Judgment
- Intent is for the CSR to work onsite within Settlement’s key client office and Settlement Solutions Tampa office
Education
Kent State University - Trumbull Campus
2005 - 2009
Bachelor's Degree in Management
Professional Skills
- Strong analytical, strategic thinking, and problem-solving skills
- Either Consulting experience, Client management experience and / or Project management experience (preferably within the health care industry)
- Intermediate Microsoft Word skills, including experience with advanced formatting and style changes
- Prior sales experience, experience in pharmacy / ancillary / PPO / bill review / settlement / claims
- Excellent group facilitation, teamwork, organizational and computer skills
- Act as analyst with strong system and service skills
- Project management /coordination experience – tracking and managing multiple projects and tasks with competing priorities
How to write Account Manager Client Service Resume
Account Manager Client Service role is responsible for microsoft, software, government, events, travel, insurance, research, reporting, compensation, training.
To write great resume for account manager client service job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Account Manager Client Service Resume
The section contact information is important in your account manager client service resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Account Manager Client Service Resume
The section work experience is an essential part of your account manager client service resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous account manager client service responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular account manager client service position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Account Manager Client Service resume experience can include:
- Organizational Skills - Organized, efficient - Uses resources effectively and efficiently
- Experience in Pharmacy Benefit Management or experience managing complex projects with various stakeholders
- Effectively triage and manage any member technical, maintenance, or configuration issues post implementation
- The ability to work effectively to deadlines
- Strong presentation and project management experience
- Client Interaction experience including presenting market data, presenting / hosting training, and / or presenting sales materials
Education on an Account Manager Client Service Resume
Make sure to make education a priority on your account manager client service resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your account manager client service experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Account Manager Client Service Resume
When listing skills on your account manager client service resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical account manager client service skills:
- Contribute Innovative Ideas, Work Effectively in a Changing Environment
- Excellent planning abilities and excellent attention to detail
- Experience as Service Account Manager or related experience
- Communicate Effectively, Influence Others, Listen Actively, Speak and Write Clearly
- Deliver Quality Results, Drive for Results, Manage Time Effectively, Produce High - Quality Work
- Reporting experience - pulling data / metrics to identify trends and opportunities
List of Typical Experience For an Account Manager Client Service Resume
1
Experience For Associate Account Manager Client Service Resume
- Prioritize multiple projects, collaborate with internal teams to create solutions and strategic building with clients are necessary
- Use strong industry knowledge to add value to the clients’ operation and look for up sell opportunities
- Working in a professional environment and interacting with executive leadership
- Assigning and submitting requirement documents to appropriate functional areas
- Ensuring all tasks and timelines are being met or exceeded
- Monitoring 1st level benefits inbox - respond to basic inquires and escalate to team as needed
- Working with the Implementation Team to develop and execute business plans for deliverables
- Assist with pulling and reviewing monthly reporting
2
Experience For Platforms Account Manager Client Service Resume
- Possesses comprehensive understanding of Optum’s product suites, including knowledge of systems used to identify, address and track client service issues
- Maximize revenue by informing clients of Optum products and services available for purchase as add-ons to existing contracts
- Participate in feasibility assessment, scoping, and pricing of requests and / or add-on sales
- Maximize revenue by informing clients of new products and services available for purchase as add-ons to existing contracts
- Acts as outward - facing, dedicated resource for assigned accounts, typically with direct client contact (not call center) and large or complex accounts
3
Experience For Senior Account Manager Client Service Resume
- Deliver superior service thereby enhancing UHC’s reputation in the industry
- 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
- Exhibit proficiency in executing software programs and utilities specific to Catamaran's applications
- Exhibit proficiency in executing software programs and utilities specific to Optum's applications
- Ensure resulting contract is within established Optum business standards
4
Experience For Account Manager, Client Service Support Resume
- Ensure accuracy of invoicing and expenditures
- Ensure that pricing, timelines and quality expectations are met and / or exceeded
- Provide support and act as subject matter expert to team responsible for new client and existing client ticket submission
- Serve as the main client contact, assisting with daily operations inquiries (How do I?), and customer service issues
- Increase existing client OptumHealth care Solutions product utilization
- Manages ongoing relationships and service delivery to clients for multiple accounts
5
Experience For Account Manager Client Service Resume
- Complete ad hoc report requests and analysis
- Fills in for the SCE when needed in an emergency and when it’s appropriate
- Model UHG’s principles of integrity and compliance, adhere to our business principles
- Acts as on-site, dedicated resource for assigned account
- Builds relationships with employer HR benefits team and individual employees and serves as the primary point of contact for overall and day-to-day service delivery
- Act Ethically, Comply with Applicable Laws, Regulations and Policies, Demonstrate Integrity
6
Experience For Associate Account Manager Client Service Resume
- Focus on Customers, Identify and Exceed Customer Expectations, Improve the Customer Experience
- Act as a Team Player, Collaborate with Others, Demonstrate Diversity Awareness, Learn and Develop
- Customer service orientation and relationship management skill
- Needs to have an understanding of how the “Medical world” works. (How to communicate with hospitals, providers, what a deductible is, etc.)
- Needs to be a great communicator with high levels of leadership and employee base
- Assist with wellness and employee benefit program communications
- Participate in special projects as requested by UHC Account Management, City of Allen, and IPS Advisors on behalf of City of Allen
- Make Fact - Based Decisions, Apply Business Knowledge, Use Sound Judgment
7
Experience For Platforms Account Manager Client Service Resume
- Represents client internally and coordinates with other functions to implement client systems, complete projects, and address ongoing service needs. This function includes employees who are in dedicated on-site service roles
- Partner with the National Account Executives in strategic planning, education and promotion of UHC Value Story
- Support Account Executives in renewal and / or retention process
- 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
- Own the service experience of customers at the field level by working with the Operations Service Team and other matrix partners as required to ensure issues are resolved promptly and accurately meeting the customer's expectations
8
Experience For Senior Account Manager Client Service Resume
- Fully accountable for supporting the Senior Client Manager in facilitating resolution of all elevated customer service requests by working with the Operations Service Team, and conducting customer consultations as required
- Establish and maintain vendor relationship as needed, but primarily with customer
- Coordinate open enrollment and renewal activities
- Coordinate activities to support Root Cause Analysis
- Distribute promotional materials to clients to encourage program participation
- Engage with the sales team on opportunities and RFPs
9
Experience For Account Manager, Client Service Support Resume
- Conduct contract negotiations with client as necessary
- Obtain legal review of contracts as needed
- Provide project management services at the request of clients- Complex data analysis
- Ad-hoc data compilation different than datasets currently offered
- Collaborate with the client to adjust protocols and promotional efforts
10
Experience For Account Manager Client Service Resume
- Develop/conduct educational promotion, and strategic presentations as requested by clients
- Create year-end or other reports as requested by clients
- Develop and monitor the process and completion of deliverables to assure fulfillment of contractual commitments
- Work collaboratively with all levels of Optum staff to ensure the best outcome for the client
- Communicate price, timeline and pertinent decisions to client and negotiate final outcome
- Develop and monitor revenue and utilization projections
List of Typical Skills For an Account Manager Client Service Resume
1
Skills For Associate Account Manager Client Service Resume
- Demonstrated experience in a client facing environment
- PBM experience, or equivalent experience in technical, financial, or insurance related account management
- Experience working / managing and ensuring with Government clients and contracts
- Experience assessing and interpreting customer needs and requirements
- Experience creating presentations and presenting in front of mid to large sized groups
- Experience with owning / managing a book of business
- Experience using data to create and present PowerPoint presentations
- Microsoft Office experience including Word, Excel, PowerPoint and Outlook
- Solid knowledge of claims systems and reporting to support both standard and non-standard customer requests
2
Skills For Platforms Account Manager Client Service Resume
- An excellent understanding of client care
- Demonstrates analytical reasoning or quantitative analysis
- Experience identifying solutions to non - standard requests and problems
- Client facing experience
- Microsoft Access and / or advanced reporting experience
3
Skills For Senior Account Manager Client Service Resume
- Experience identifying solutions to non-standard requests and problems
- Work experience in a client facing / implementation role
- Good common sense and logical thinking
- Experience using knowledge of PBM
- Experience using RxConstruct, IFMS, AS400 and Service Now
- Experience manipulating large data sets with Microsoft Excel
- Experience using Microsoft PowerPoint to create client deliverables
- Experience In PBM and working with Pharmacy benefits Implementation guidelines
- Legal and/or Document Issuance experience (writing and editing legal documents such as policies and summary plan descriptions)
4
Skills For Account Manager, Client Service Support Resume
- Customer service or support experience
- Client services or account management experience within insurance or healthcare industries
- Strong knowledge in operational processes (i.e. call, claim, appeals etc.)
- Strong knowledge of the health insurance industry, products and service and the managed care environment
- Health plan, pharmacy or PBM (Pharmacy Benefit Management) experience
5
Skills For Account Manager Client Service Resume
- The ability to prioritize and manage several different tasks at once
- Client management OR healthcare, managed care, or pharmaceutical industries experience
- Microsoft Office experience including Microsoft Excel (data sorting and filtering) and Microsoft Word (updating documents)
- Experience with working with Corporate Leadership Team
- Warehouse/Vendor Management experience
6
Skills For Associate Account Manager Client Service Resume
- Account Management experience
- Healthcare Industry / Insurance or Human Resources Environment experience
- Health plan, pharmacy or PBM experience
- Experience in claims research and / or expertise in AS400
- Healthcare / Insurance experience
7
Skills For Platforms Account Manager Client Service Resume
- Health Plan, Account Management or PBM experience
- Previous experience in client management
- Previous experience in Medicare programs
- Previous experience in RxClaims
- Health Plan, Pharmacy or PBM experience
- Experience with Microsoft Word, Microsoft Excel and Microsoft PowerPoint
- Client implementation and/or account management experience
8
Skills For Senior Account Manager Client Service Resume
- Managed care, healthcare or pharmaceutical industry experience
- Previous Account Management, Client Relations, or Account / Client Support experience
- Experience in client implementation, account management, or PBM
- Experience in Microsoft Word (save and edit information), Microsoft PowerPoint (create presentations), and Microsoft Excel (sort and filter data)
- Previous healthcare industry experience
9
Skills For Account Manager, Client Service Support Resume
- SDLC or Project Management experience
- Experience in client services/ customer service
- Experience with Government Programs OR Commercial account management
- Insurance sale / account management experience
- Experience using Microsoft Excel (create, edit, save, plug in data) and PowerPoint (Creating presentations)
- Experience with managing and ensuring compliance with Government contracts
10
Skills For Account Manager Client Service Resume
- Experience working with Government clients and contracts
- Project coordination / event management experience
- Experience in either Client management or Project management preferably in a health care environment
- Client management experience with senior-level executives at employer client accounts
- Experience with the PBM industry
- Experience in advanced analytic tools (Access, SLQ)
- Experience with Microsoft Word (ability to create and modify documents)
- Experience with Microsoft Excel (create and modify pivot tables, manipulate data, create charts and graphs)
- Client implementation and / or account management experience
List of Typical Responsibilities For an Account Manager Client Service Resume
1
Responsibilities For Associate Account Manager Client Service Resume
- Experience with client management / client facing role
- Maintain a client facing documentation of all outstanding tickets to be tracked with the member on a bi-weekly basis through recurring update calls
- Local travel for meetings -some travel required to attend client meeting, health fairs, and team training
- Self motivated, flexible person who can flourish in an office setting with colleagues as well as in a self-structured independent setting
- Manages and executes program coordination tasks while interfacing directly with customers, channel partners, vendors and internal stakeholders
- Project management of all issues, collaborating with internal and external stakeholders to ensure issue is complete to member's satisfaction
- Support the Value Management Analyst team by proactively identifying trends and potential solutions to members
- Highly motivated with ability to work in a fast-paced, changing environment
2
Responsibilities For Platforms Account Manager Client Service Resume
- Proficient in using Microsoft Navision
- The ability to handle rejection (when a client chooses to stop doing business with the company)
- Exhibit proficiency in executing software programs and utilities specific to Optum’s applications
- Proficient with Microsoft Office Suite including Word (create documents) and Excel (create spreadsheet, filter and sort)
- Willingness to travel 25%-50% domestically (varies by product, traveling typically 1-2 days a week)
- Hold an active Health Insurance License or commit to earning one
- Manage projects and metrics for various tasks performed by team
3
Responsibilities For Senior Account Manager Client Service Resume
- Collaborate and communicate with internal business partners and UMR support team
- Responsible for program coordination of onsite and offsite biometric programs for new or existing Key Account, Simply Engaged, and National Account clients with minimal supervision
- Responsible for program recommendations to best meet client needs in relation to incentive design, overall program timelines, registration configuration requests, and eligible populations
- Documents requirements, evaluate feasibility, and request exceptions to standard process to meet specific client needs. Manages client expectations
- Collaborates with the Sales team, Strategic Account Executive, Account Manager, Client Service Manager, Implementation Manager, Quest CES to provide a customer centric experience
- Participates in and has significant responsibility for process improvement activities
- Execute a quality implementation with our clients and internal partners
4
Responsibilities For Account Manager, Client Service Support Resume
- Proficiency with Microsoft Outlook, Excel, PowerPoint and Word (Outlook - manage email / Excel - input data and run reports / PowerPoint - create and edit presentations / Word - create and edit documents)
- Diagnose issues, identify root causes and drive change management initiatives
- Assist the Strategic Account Executive with the production of Quarterly Plan Reviews
- Serve as the primary OptumRx contact for tactical, day to day management of assigned client processes
- Coordinate staff and materials to support clients Open Enrollment benefit fairs, health fairs and Member outreach programs throughout the year. Participate in events as required
- Understand and document all processes required to meet client’s contractual needs and monitor performance. Identify areas for process improvement and lead projects to meet contractual requirements and client’s goals
- Monitor Plan Member issues, track and report issues and resolution metrics and monitor and identify and resolve global issues quickly
- Ensures 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 24 hours. Follows-up with client within 24 hours after issue resolution
5
Responsibilities For Account Manager Client Service Resume
- Provide regular feedback to management team regarding client requirement status and business development opportunities
- Identify, track and report global issues; and assist with root cause analysis and issue resolution process
- Builds relationships with employers / group clients (not individual members) and serves as the primary point of contact for overall and day-to-day service delivery.Represents client internally and coordinates with other functions to implement client systems, complete projects, and address ongoing service needs
- Maintain an ongoing knowledge of clients’ business; as well as their contract with Optum
- Build and maintain positive relationships with client contacts and nurture client retention
- Serve as a liaison between the client and internal OptumHealth Care Solutions staff, as appropriate, to respond to customer inquiries or resolve customer service issues
- Support client initiatives (e.g. growth of their transplant program) through education, presentations, marketing materials, and implementation services
- Advocate on behalf of clients; act in their best interest when interacting cross functionally across the business
6
Responsibilities For Associate Account Manager Client Service Resume
- Provide education on new OptumHealth Care Solutions processes, tools and/or reports
- Builds relationships with employers / group clients (not individual members) and serves as the primary point of contact for overall and day-to-day service delivery
- Uses good judgment, integrity, confidentiality and professional conduct at all times
- Line of businesses issue management
- Understand and manage contract specific terms
- Accountable for client retention and satisfaction
7
Responsibilities For Platforms Account Manager Client Service Resume
- Government Programs (Medicare, Healthcare Exchange, Medicaid) line of businesses issue management
- Interfaces with internal Optum departments
- Understands the Eligibility and Pharmacy Claims adjudication process
- Builds relationships with employers / group clients (not individual members) and serves as the primary point of contact for overall and day-to-day service delivery. Represents client internally and coordinates with other functions to implement client systems, complete projects, and address ongoing service needs
- Works with management to set annual goals by product line and strategize to increase utilization of all services and programs. Recognizes cross sell and growth opportunities and strategies with appropriate teams to grow revenue in assigned accounts
- Works with Regional Sales, National Account Management and National Sales teams as well as operational business leaders to ensure alignment of business processes and goals and the establishment of account management best practices. Disseminates key information on accounts to appropriate leadership groups
- Works with all internal areas to resolve and track client service issues and solve problems. Champions client’s programs/ initiatives. Serves as point of contact for issue resolution and problem solving
- Champions client’s programs/ initiatives. Serves as point of contact for issue resolution and problem solving
8
Responsibilities For Senior Account Manager Client Service Resume
- Actively participates in client conversations and presentations, ask probing questions, and collaborate with Relationship Manager and Manager on Solutions
- Collaborates as part of an internal service team encompassing Relationship Manager and applicable functional areas
- Travel as needed to clients, conferences, events, etc
- Acts as outward-facing, dedicated resource for assigned accounts, typically with direct client contact (not call center) for regional and midmarket workers compensation and auto claims offices and TPA’s
- Manages a designated group of accounts to meet or exceed revenue projections through focused and strategic account planning and maintenance
- Works with client management and decision makers of designated accounts to set mutually beneficial annual goals and strategize to increase utilization of all services and programs, meet/exceed budget goals and ensure client satisfaction
- Works with management to set annual goals by product line, and strategize to increase utilization of all services and programs. Recognizes cross sell and growth opportunities and strategies with appropriate teams to grow revenue in assigned accounts
- Establishes and maintains contact and effective communication with all levels of designated accounts, including business reviews illustrating utilization and savings
9
Responsibilities For Account Manager, Client Service Support Resume
- Manages the process for the introduction, implementation and roll out of new products and services including focus groups and re-education as needed
- Works with Regional Sales, National Account Management and National Sales teams as well as operational business leaders to ensure alignment of business processes and goals and the establishment of account management best practices
- Disseminates key information on accounts to appropriate leadership groups
- Works with all internal areas to manage account initiatives and deliverables and tracks account initiatives
- Works with all internal areas to resolve and track client service issues and solve problems
10
Responsibilities For Account Manager Client Service Resume
- Travels as needed to clients, conferences, events, etc
- Negotiates renewal contracts and upsell products to clients
- Responds in a manner that maintains trust and credibility
- Works with more complex clients on day to day service issues
- Build relationships with employers / group clients (not individual members) and serves as the primary point of contact for overall and day - to - day service delivery. Represents client internally and coordinates with other functions to implement client systems, complete projects, and address ongoing service needs
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