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Sr. Field Account Manager

2 months ago

Portage, United States UnitedHealthcare 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 Senior KA Field Account Manager is the “field-based Service Owner” responsible for the customer’s (Benefit Manager) 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. They will work with the Central Service team and their manager to coordinate resolution; this position will not handle first-level service issues as this is the responsibility of the Dedicated Client Service Manager. The KA Field Account Manager will meet with customers quarterly (or more often if requested) to review service-related statistics including ideas for improving or enhancing the customer’s total service experience. In this position, a major role will be to conduct training/education with customers on UHC eServices, eCR Reporting, and other web tools as appropriate. The KA 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 UnitedHealthcare’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 VP/UMR Director of Account Management. The KA Field Account Manager will generally handle a mix of small to mid-size standard/non-standard customers including fully insured and ASO funding arrangements.

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

Primary Responsibilities

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 Central 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 Central 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, online tools and resources and eCR 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, myuhc.com adoption, Rally 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 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 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 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 ability to obtain upon hire 2+ years of work experience in customer service role Experience which demonstrates the ability to work with employers, consumers, consultants, brokers Proficiency in Microsoft Word, PowerPoint, Excel Proven ability to demonstrate superior presentation skills in both small and large group settings Proven ability to interface with and influence internal business partners using excellent interpersonal skills Proven ability to navigate a complex organization to accomplish customer satisfaction. Proven excellent oral and written communication skills Proven advanced Analytical and problem-solving skills Commutable to our Southfield, Michigan office for rare days in office

Preferred Qualifications

3+ years of health care industry experience 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. #J-18808-Ljbffr