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 Key Accounts Field Account Manager is the “Field-based Service Owner” responsible for the customer’s 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 any other field employee. They will work with the central team and escalate to leadership, as needed, to coordinate resolution. This position will not handle first-level service issues. The Key Accounts Field Account Manager will meet with customers at a minimum quarterly to review service-related statistics including ideas for improving or enhancing the customer’s total service experience. In this position, the role will be responsible for training customers on UnitedHealthcare’s programs and services such as UnitedHealthcare’s core wellness tools and resources. They will also be responsible for communicating various administrative/service-related changes or updates to the customer (i.e.: network or pharmacy preferred drug changes.). The Key Account Field Account Manager will also be responsible for conducting open enrollment meetings or coordinating coverage of meetings, if they are not available. This position reports to the local field market Director of Account Management.
The KA Field Account Manager will generally handle a mix of small to mid-size, standard/non-standard customers (i.e.: Fully and ASO, under 1000 groups)
You will have the flexibility to work hybrid*, 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 solid relationship with internal partners in Centralized 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 Centralized 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
Maintain and provide customer information to the SAE/Analyst 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
Participate/support new business and finalist presentations to represent service experience or coordinate attendees from other service-related areas to support SAE/AE
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 Management Organization
Coordinate implementation activities such as processing transitional care cases
Conduct enrollment meetings and customer sponsored health fairs for assigned customers (and as needed for multisite requests from other offices)
Coordinate and deliver billing reconciliations to customers (Quarterly, Annually, or as appropriate for the customer type/size)
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 must obtain within 30 days
2+ years of work experience in customer service role
Proficiency in Microsoft Word, PowerPoint, Excel
Proven ability to demonstrate solid presentation skills in both small and large group settings
Willingness to travel up to 25% locally
Driver’s License and access to a reliable transportation
Preferred Qualifications:
3+ years of health care industry experience
Experience which demonstrates the ability to work with employers, consumers, consultants, brokers
Competencies and Best Practice for High:
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 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
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
If the hired individual resides in Florida (office based or telecommuting) this position requires the AHCA Level II background check (fingerprinting) by the State of Florida for all clinicians that have direct face to face contact with members OR employees who will have access to confidential patient data and will require renewal every five years.
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you’ll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $21.63 to $48.08 per hour based on full-time employment. This role is also eligible to receive bonuses based on sales performance. We comply with all minimum wage laws as applicable.
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.
UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.