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Field Account Manager, TPA

1 month ago

Moline, Illinois, United States UnitedHealth Group Full time
Job Summary

The UMR Field Account Manager is a key role responsible for delivering exceptional customer service experiences to our clients. This position requires a strong understanding of the healthcare industry and the ability to build and maintain relationships with internal partners and customers.

The ideal candidate will have a proven track record of success in customer-facing roles, with a focus on resolving complex issues and improving customer satisfaction. They will be able to work effectively in a fast-paced environment, prioritize multiple tasks, and communicate effectively with stakeholders at all levels.

Key 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 relationships with internal partners in Operations Service Team to manage customer service experience
  • Support 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 Online Services, InfoPort Reporting, and other web tools to drive usage and adoption

Requirements:

  • Insurance license as required by law, hold or 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

Preferred Qualifications:

  • 3+ years health care industry experience
  • 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
  • Ability to navigate a complex organization to accomplish customer satisfaction
  • Excellent oral and written communication skills

Competencies:

  • Self-motivated; maintains a high level of work quality, focuses on detail and is dependable in meeting commitments and fulfilling obligations

Build Value to 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 SAE

Works effectively with others, 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


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.