Field Account Manager, Small Business NYC

1 month ago

New York, New York, United States UnitedHealth Group Full time

The Field Account Manager for Small Business is responsible for the customer's total service experience with UnitedHealthcare. The role encompasses service and education to brokers and both new and existing clients that are both fully insured and level-funded.

Serves 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.

Overall, the Field Account manager will strive to provide the customer with an exceptional service experience, in a virtual environment, resulting in a positive Net Promoter Score (NPS).

This position reports to the Small Business Regional FAM Director.

Primary Responsibilities:
  • Client and member education as well as escalated service issues of small business customers.
  • Seamlessly leverages technology to conduct open enrollment meetings and build awareness of wellness programs.
  • Successfully manages a large volume of cases and activity in a virtual environment.
  • Develops and maintains internal and external relationships virtually.
  • Independently and proactively acts as a consultative resource for the customer.
  • Acts as a strategic partner and consultative resource to the customer, responsible for the customer's total service experience.
  • Meets with customers as needed to review service-related statistics including ideas for improving or enhancing the customer's experience.
  • Communicates administrative or service-related changes to the customer.
  • Addresses and partners with the central sales support and matrixed teams to resolve any escalated issues sent to the Field Account Manager, the Strategic Account Executive/Renewal Account Executive, or other field employee.
  • Trains and educates customers on UHC eServices, eCR and other eTools as appropriate.
Business Contextual Challenges:Relationship Building:
  • Develop and maintain solid customer and broker relationships virtually.
  • Partner with the SAE/RAE and other Field Based Staff.
  • Develop and maintain key internal relationships.
  • Understand customer needs, where to prioritize efforts, and provide value-added consultation.
  • Presents a positive image of UHG in the marketplace.
Communication:
  • Proactively communicate with clients and provide updates on benefit and wellness program initiatives.
  • Remain responsive and follow through on commitments both internally and externally.
  • Act as a consultative resource and strategic partner to the customer and broker in support of the customer's total service experience.
  • Must be able to successfully utilize digital tools and resources such as Teams and Webex, to remotely conduct customer meetings and presentations when appropriate.
Healthcare Knowledge:
  • Understand goals, health plan initiatives, operating principles, strategies and competitive position of UHC.
  • Act as a trusted advisor through in-depth healthcare knowledge, understand important trends, and know your customer base.
Product Knowledge:
  • Clearly demonstrate the UHC value propositions for medical and specialty programs (where applicable) to improve customer growth and retention.
  • Educate customers and promote UHC Tools and Resources.
Required Qualifications:
  • Insurance license as required by law upon hire.
  • 1+ years of experience in customer service or managing customer relationships.
  • Proficient in Microsoft Office and other virtual productivity tools.
  • Proven excellent oral and written communication skills.
  • Proven superior virtual presentation skills in both small and large group settings.
  • Proven advanced analytical and problem-solving skills.
  • Proven solid interpersonal skills with the ability to communicate and influence internal business partners.
Preferred Qualifications:
  • 1+ years of experience in the health insurance industry.
  • Human Resources or medical benefits experience.
  • Experience with Salesforce products.
  • Bilingual.
  • Proven ability to work with external customers such as employers, consumers, consultants, and brokers in a virtual environment.

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