TPA Field Account Manager

4 weeks ago

Maryland Heights, Missouri, United States UnitedHealth Group Full time

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 to start Caring. Connecting. Growing together.

The UMR Field Account Manager is the "field-based Service Owner" responsible for the customer's total service experience with UMR. This includes serving as the key liaison between the customer and the Operations 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. They will work with the Operations team and their manager to coordinate resolution; this position will not handle first-level service issues as this is the responsibility of the Customer Specialist. In this position, a major role will be to conduct training/education with customers on UMR On Line Services, InfoPort Reporting, and other web tools as appropriate. The UMR Field Account Manager will also be responsible for conducting open enrollment meetings or coordinating coverage with other offices or a vendor if they are not available. In addition, the role will be responsible for training customers on UMR's core wellness tools and resources, as well as communicating various administrative/service related changes to the customer (ie; network or pharmacy preferred drug changes.) This position reports to the local field market UMR Director of Account Management. The UMR Field Account Manager will generally handle a mix of small to mid-size TPA customers (under 1000 lives).

If you reside within a commutable distance from Maryland Heights, MO area, you will have the flexibility to work from home and the office in this hybrid role* as you take on some tough challenges.

Primary Responsibilities:

  • 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
  • Develop and maintain solid relationship with internal partners in Operations 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 Operations Service Team, and conducting customer consultations as required
  • Facilitate customer meetings with the Operational Service Team regularly to assess trends and keep abreast of any escalating issues and service trends
  • Train customers on umr.com and InfoPort Reporting. Expand customer expertise and reliance on online web tools to drive usage and adoption
  • Maintain and provide customer information to the SAE on service trends, umr.com adoption, myHCE usage, wellness initiatives, and improvement opportunities, etc.
  • Conduct meetings with customers to identify issues/trends and analyze root causes to determine corrective action steps
  • Establish and maintain solid 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 department
  • Coordinate implementation activities
  • Conduct enrollment meetings and customer sponsored health fairs for assigned customers (and as needed for multisite requests from other offices)
  • Demonstrate a high level of healthcare industry knowledge as well as the customer's specific industry
  • Perform special projects as needed to support the UMR team
  • 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, hold or willing to obtain within 30 days upon hire
  • 2+ years of experience in a sales, account management or customer service role in the insurance industry
  • Experience which demonstrates the ability to work with employers, consumers, consultants, brokers
  • Proven ability to demonstrate superior presentation skills in both small and large group settings
  • Willing and able to travel 10% +/- depending on business need
  • Reside in St. Louis, MO area

Preferred Qualifications:

  • 3+ years of health care industry experience
  • Experience servicing TPA customers

The hourly range for this role is $21.63 to $48.08 per hour based on full-time employment. Role is also eligible to receive bonuses based on sales performance. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.

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.

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