Field Account Manager, KA - Atlanta, GA

UnitedHealth Group•Atlanta, GA

7d•$22 - $48•Onsite

About The Position

The KA Field Account Manager is the “Client Relationship Manager” responsible for providing proactive and strategic engagement with customers to further the relationship with UnitedHealthcare. The role will be responsible for educating customers on their benefit plans, UnitedHealthcare’s core wellness tools and resources, and communicating various administrative/service-related changes to the customer (i.e., network or pharmacy preferred drug changes). A solid focus of this role will be training and educating on the UnitedHealthcare tools and resources that are available to our UnitedHealthcare customers and members. The KA Field Account Manager will also be responsible for conducting open enrollment meetings, wellness fairs, lunch and learns along with coordinating coverage with other offices/vendors if they are not available. This role also includes facilitating the relationship between the customer and the Central Service team (CSO/DCSM) and providing education on the correct service escalation paths for our assigned employer groups and their employees. This position reports to the local field market leader. This is an office based role, 4 days per week.

Requirements

Insurance license as required by law within 30 days of hire
2+ years of experience in managing customer relationships/customer service position
Proven superior presentation skills in both small and large group setting
Driver’s license and access to reliable transportation
Ability to travel as required (approximately 25%25 locally)

Nice To Haves

3+ years of health care industry experience
Proven ability to work with external customers such as employers, consumers, consultants, and brokers

Responsibilities

Coordinates, staffs, and conducts open enrollment meetings and wellness fairs
Acts as a strategic partner and consultative resource to the customer, responsible for the customer’s total service experience
Deploys and trains customers on UnitedHealthcare’s core wellness tools and resources
Meets with customers regularly to review service-related statistics including ideas for improving or enhancing the customer’s experience
Communicates administrative or service-related changes to the customer
Reports and advises customers on the level of member engagement with wellness programs and other plan features
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, or other field employee
Trains and educates customers on UHC eServices, eCR Reporting, and other eTools as appropriate
Uses our CRM Solaris to create a strategic proactive engagement plan for their groups as appropriate
Develop and maintain solid customer and broker relationships, in person and telephonically
Partner with the SAE and other Field Based Staff
Develop and maintain key internal relationships
Understand customer needs, where to prioritize efforts, and provide value-added consultation
Present a positive image of UHG in the marketplace
Community involvement through professional organizations, associations and local organization
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, sharing new and innovative ideas, in support of the customer’s total service experience
Monitor and track on-going performance, present and recommend solutions to the customer
Be able to successfully utilize digital tools and resources such as Webex, to remotely conduct customer meetings and presentations when appropriate
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
Clearly demonstrate the UHC value propositions for medical and specialty programs (where applicable) to improve customer growth and retention
Effectively execute and run wellness programs
Educate customers and promote UHC Tools and Resources