Field Account Manager, KA - New York City, NY
About The Position
The KA Field Account Manager serves as the client relationship manager for small- to mid-size standard and non-standard customers. The role provides proactive, strategic customer engagement and consultation, educates customers about benefit plans and UnitedHealthcare wellness tools and resources, and communicates administrative and service-related changes. The position also supports customers and members with escalated service issues and helps them understand the appropriate service escalation paths. The role coordinates, staffs, and conducts open enrollment meetings, wellness fairs, and lunch-and-learn sessions, and arranges coverage with other offices or vendors when unavailable. The Field Account Manager facilitates the relationship between customers and Central Service teams, trains customers on UnitedHealthcare eServices, eCR Reporting, and other applicable digital tools, and monitors service performance and member engagement. The position reports to the local field market leader and involves local travel, customer and broker relationship management, and community involvement.
Requirements
- Insurance license as required by law within 30 days of hire.
- At least 2 years of experience managing customer relationships or working in a customer service position.
- Proven superior presentation skills in both small- and large-group settings.
- Valid driver’s license and access to reliable transportation.
- Ability to travel as required, approximately 25% locally.
Nice To Haves
- At least 3 years of healthcare industry experience.
- Bilingual in Spanish.
Responsibilities
- Coordinate, staff, and conduct open enrollment meetings and wellness fairs.
- Act as a strategic partner and consultative resource for customers, supporting their total service experience.
- Deploy and train customers on UnitedHealthcare core wellness tools and resources.
- Meet regularly with customers to review service statistics and recommend ways to improve or enhance their experience.
- Communicate administrative and service-related changes to customers.
- Report on and advise customers about member engagement with wellness programs and other plan features.
- Partner with central sales support and matrixed teams to resolve escalated issues.
- Train and educate customers on UHC eServices, eCR Reporting, and other eTools as appropriate.
- Use the Solaris CRM to create proactive strategic engagement plans for assigned groups, as appropriate.
- Develop and maintain customer, broker, and internal relationships, including partnerships with the SAE and other field-based staff.
- Understand customer needs, prioritize efforts, and provide value-added consultation.
- Represent UnitedHealth Group positively in the marketplace and participate in professional, association, and local organizations.
- Proactively communicate with clients and provide updates on benefit and wellness initiatives; remain responsive and follow through on commitments.
- Share innovative ideas with customers and brokers in support of their service experience.
- Monitor and track performance, and present and recommend solutions to customers.
- Use digital tools such as Webex to conduct remote customer meetings and presentations when appropriate.
- Apply healthcare and product knowledge to advise customers, demonstrate UHC medical and specialty program value propositions where applicable, execute wellness programs, and promote UHC tools and resources.
Benefits
- Comprehensive benefits package, subject to eligibility requirements.
- Incentive and recognition programs.
- Equity stock purchase program.
- 401(k) contribution, subject to eligibility requirements.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
