Field Account Manager

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 equitable. Ready to make a difference? Join us and start doing your life‘s best work.(sm)

The Mid-Market Field Account Manager is the ‘Field-Based Service Owner‘ responsible for the distribution partner and customer‘s total service experience with UnitedHealthcare.

The principal focus is to serve as the key liaison between the customer and the broker/employer service organization, monitoring service issue resolution and educating customers and their employees.

If you are located in Chicago, IL, you will have the flexibility to work remotely* as you take on some tough challenges.

Primary Responsibilities:

• Lead, direct and conduct enrollment/benefit meetings and health fairs for assigned business
• Educate and consult with employers on enrollment, benefits, value-added programs, and electronic service processes
• Expand customer expertise and reliance on eTools to drive usage and adoption
• Maintain and provide customer information to the Strategic Account Executive on service trends, myuhc.com 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
• Maintain current level of health care market trends, industry developments, and changes in legislation
• Conduct Welcome Calls to new clients (Face-to-Face/Telephonic/Email)
• Education/Training of agents/clients on new product launches and service initiatives
• Receive, triage, and route escalated broker issues to proper internal team for resolution
• Collaborate with dedicated functional experts to resolve issues quickly and effectively
• Identify root causes of systemic service issues impacting brokers and customers
• Resolve pre-implementation service issues
• Build and sustain positive relationships with brokers/consultants through direct and indirect communication
• Educate/train brokers and GAs on service model and proper contact channels for issue resolution
• Submit claims exception requests through the appropriate service channels
• Request or run ad hoc reports to research a service issue or claim
• Subject matter expert for electronic services, customer benefits and wellness, and internal processes
• Support HRA issue resolution
• Provide utilization reports to the Strategic Account Executive in support of customer renewals
• Request/run misc. reports as required (example: Myuhc.com, Real Appeal)
• Audit plan change once confirmation is completed by the Strategic Account Executive
• Drive survey adoption to promote high level of Net Promoter Scores from Brokers and Employers
• Perform other assignments and responsibilities as required by management

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.

Required Qualifications:

• Insurance license as required by law or willing to obtain upon hire
• Valid driver‘s license
• 3+ years of Account Management or equivalent experience, health care industry preferred but not required
• Experience which demonstrates the ability to work with external constituents
• Proficiency in Microsoft Office Suite, ability to learn internal technology tools/systems

Preferred Qualifications;

• Proven excellent oral and written communication skills
• Proven problem solving skills
• Proven ability to demonstrate effective presentation skills
• Proven ability to interface with and influence internal business partners through the use of excellent interpersonal skills
• Proven ability to navigate a complex organization to accomplish customer satisfaction
• Proven solid team player

Competencies and Best Practice for High Performers:

• Demonstrate ability to be a self-starter
• Demonstrate ability to be collaborative with sales team, customers and distribution partners
• Ability to navigate UnitedHealthcare internal departments to produce positive service results for customers and the company
• Ability to build and maintain solid customer and distribution partner relationships; customer focused approach
• Anticipates problems and develops contingency plans
• Ability to prioritize and complete assigned tasks with limited direction and supervision
• Solid communication skills (written and verbal)
• Solid presentation skills
• Excellent planning and organizational skills
• Drive, innovation, persistency, tenacious

Performance Driven: Delivers exceptional performance; strives to achieve stretch objectives; focuses on results, not efforts.

Top-Performing Employees Are Our Greatest Asset: Fosters a competitive environment and serves as a role model to other employees. Self-motivated; maintains a high level of work quality focuses on detail and is dependable in meeting commitments and fulfilling obligations.

Build Value for Customers: Builds and strengthens customer relationships; finds better ways to meet customer needs; acts ethically, maintaining the highest personal and professional integrity. Supports the overall objectives of the primary Strategic Account Executive.

Accountability through Matrix Management: Works effectively within the matrix, promoting trust and communications across the business segments; collaboratively builds solid relationships. Solid interpersonal skills; networks outside and inside the organization and builds positive relationships with key individuals and groups.

Organizational and Personal Influencing Skills: Creates, builds, and maintains relationships that enhance the performance of the business, including those outside direct control. Obtains commitments from individuals or groups to ensure organization success. Ability to influence individuals at all levels of the organization

*All employees working remotely will be required to adhere to UnitedHealth Group‘s Telecommuter Policy

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

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.