Full Job Description
Great account management is result of strong purpose, conviction and pride - pride in your ability and your product. UnitedHealth Group offers a portfolio of products that are greatly improving the life of others. Bring along your passion and do your life's best work.(sm)
The Field Account Manager is the ‘field-based Service Owner’ responsible for the customer's total service experience with UnitedHealthcare. This includes serving as the key liaison between the customer and the Central Service team, trending / monitoring of service issue resolution, and education for the customer and their employees. They will address any escalated issues sent to them, the SAE, or other field employee. In this position, a major role will be to conduct training / education with customers on UHC eServices and other eTools as appropriate.The Field Account Manager will also be responsible for conducting open enrollment meetings.
The Field Account Manager will generally handle a mix of small to mid-size groups, primarily ASO, under 3000 groups.
Own the service experience of customers at the field level by working with the Central Service Team and other matrix partners as required to ensure issues are resolved promptly and accurately meeting the customer's expectations
Develop and maintain strong relationship with internal partners in Centralized Service Team to manage customer service experience
Fully accountable for supporting the SAE in facilitating resolution of all elevated customer service requests by working with the Centralized Service Team, and conducting customer consultations as required
Facilitate customer meetings with the Central Service Team regularly to assess trends and keep abreast of any escalating issues and service trends
Train customers on eServices. Expand customer expertise and reliance on eTools to drive usage and adoption
Maintain and provide customer information to the SAE / Analyst on service trends, myuhc adoption, eServices adoption, wellness initiatives, and improvement opportunities, etc.
Conduct meetings with customers to identify issues / trends and analyze root causes to determine corrective action steps
Participate / support new business and finalist presentations to represent service experience, or coordinate attendees from other service related areas to support SAE / AE
Establish and maintain strong and appropriate relationships with customers to maintain persistency
Establish and maintain Broker / Consultant relationship as needed, but primarily with customer
Coordinate ordering of enrollment materials / directories for customers
Coordinate resolution of pre-implementation service and eligibility issues with Implementation Management Organization
Coordinate implementation activities such as processing transitional care cases
Conduct enrollment meetings and customer sponsored health fairs for assigned customers (and as needed for multisite requests from other offices)
Coordinate and deliver billing reconciliations to customers (Quarterly, Annually, or as appropriate for the customer type / size)
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
3+ years of work experience in a sales, account management, customer service or implementation role in the insurance industry
Current and active NY state Life and Health License or the ability to obtain upon hire
Excellent oral and written communication skills
Ability to demonstrate superior presentation skills in both small and large group settings
Ability to interface with and influence internal business partners through the use of excellent interpersonal skills
Advanced analytical and problem solving skills
Ability to navigate a complex organization to accomplish customer satisfaction
Strong team player
Proficiency in Microsoft Word, PowerPoint, Excel and UHC eTools
Previous experience which demonstrates the ability to work with employers, consumers, consultants, brokers
Ability for overnight travel once per month depending upon case load
Bachelor's degree or higher
Bilingual, English / Spanish
Careers at UnitedHealthcare Employer & Individual. We all want to make a difference with the work we do. Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You'll help write the next chapter in the history of health care. And you'll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is your life's best work.(sm)
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.