Field Account Manager, Mid-Market - Tempe, AZ

UnitedHealth Group•Tempe, AZ

12d•$22 - $48•Hybrid

About The Position

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 optimized. Ready to make a difference? Join us to start Caring. Connecting. Growing together. The Field Account Manager for Mid-Market is the field-based service owner, responsible for the customer’s total service experience with UnitedHealthcare. This includes customers in the 51-99 employee/member range. The role of the Mid-Market Field Account Manager encompasses sales to new, fully and Level-funded clients, with indirect responsibility for the retention of existing accounts. 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, resulting in a positive Net Promoter Score (NPS). This position reports to the local field market Manager of Account Management. Hybrid position location is Phoenix, Arizona, managing accounts in both Arizona and New Mexico. You will have the flexibility to work from home with expected average of 2-3 days in the office as you take on some rewarding challenges.

Requirements

Insurance license as required by law or willingness to obtain upon hire. License must be obtained within 30 days.
2+ years of experience in managing customer relationships
Superior presentation skills in both small and large group settings
Advanced Analytical and problem-solving skills
Proficient in Microsoft Office and other virtual productivity tools
Ability to travel as required (approximately 50%25, typically locally, New Mexico travel quarterly and client OE support)
Driver’s License and access to a reliable transportation

Nice To Haves

3+ years of health care industry, insurance or broker experience
Human Resources or Medical Benefits experience
Proven ability to work with external customers such as employers, consumers, consultants, and brokers

Responsibilities

Acts as a strategic partner and consultative resource to the customer, broker and GA, responsible for the customer’s overall service experience
Conduct welcome calls to new clients (Face-to-face, telephonic, email)
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
Deploys and trains customers on UnitedHealthcare’s core wellness tools and resources
Reports and advises customers on the level of member engagement with wellness programs and other plan features
Educate and re-direct brokers and GAs on service model and proper contact channels for issue resolution
Addresses and partners with the central sales support and matrixed teams to resolve any escalated issues sent to Dedicated Client Service Manager, or other field employee
Coordinates, staff, and conduct open enrollment meetings and wellness fairs
Trains and educates customers on UHC eServices, eCR Reporting, and other eTools as appropriate
Maintain and provide customer information to the Strategic Account Excecutive on service trends, myuhc.com adoption, eServices adoption, wellness initiatives, and improvement opportunities, etc.
Develop and maintain strong 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 UHC in the marketplace
Community involvement through professional organizations, associations and local organizations
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, broker, and GA 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.
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 (e.g., Real Appeal, UHC Rewards, Quit4Life, Level2, etc.)
Educate customers and promote UHC Tools and Resources

Benefits

a comprehensive benefits package
incentive and recognition programs
equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements)

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