Overview

This position is Onsite. Our office is located at Groton, CT. 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. Come build the health care system of tomorrow, making it more responsive, affordable and optimized. Ready to make a difference? Join us to start Caring. Connecting. Growing together 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 UnitedHealthcare'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. This position is full time. Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 8:00 am - 5:00 pm. It may be necessary, given the business need, to work occasional overtime. This will be on the job training and the hours during training will be during normal business hours. Primary Responsibilities: 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 escalate 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 affe