Field Account Manager, Office-Based in Milwaukee or De Pere, WI

UnitedHealth Group•De Pere, WI

7d•$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 is the field-based service owner responsible for the customer's overall service experience with E&I UnitedHealthcare. This role serves as a key liaison between customers, brokers or consultants, the Strategic Account Executive or Account Executive, the Centralized Service Team, and other internal business partners. The Field Account Manager monitors and trends service issues, supports timely resolution of escalated needs, and proactively educates customers and their employees on the tools, programs, services, and resources available to them as UnitedHealthcare customers. A major focus of this role is driving customer education, engagement, adoption, and effective use of UnitedHealthcare digital tools, employer portals, member resources, wellness solutions, and service channels. The Field Account Manager also conducts open enrollment meetings, customer education sessions, and other engagement activities that help customers and members understand and use their benefits effectively. This role is based in Milwaukee or De Pere, WI office with flexibility to work an office-based schedule, which is defined as four days onsite, and one day offsite per week.

Requirements

Insurance license or willingness to obtain required license within 30 days of hire
2+ years of experience in sales, account management, customer service, implementation, health care, or a related customer-facing role
Demonstrated solid oral and written communication skills with the ability to simplify complex information
Proficiency with Microsoft Word, PowerPoint, Excel tools or demonstrated ability to quickly learn and teach technology-based resources
Valid driver’s license
Willingness and ability to travel up to 25% +/- depending on business need
Reside within commuting distance to/from Milwaukee or De Pere, WI

Nice To Haves

Experience working with employers, consumers, consultants, brokers, or internal business partners to resolve service needs and support customer satisfaction
Health insurance, health care, or employee benefits industry experience
Knowledge of claims processing, eligibility, billing, service operations, or customer implementation processes
Knowledge of specialty products, ancillary benefits, wellness programs, or member engagement solutions
Demonstrated presentation and facilitation skills in both small and large group settings, including customer education and training sessions
Demonstrated ability to influence and collaborate with internal business partners through solid interpersonal, problem-solving, and follow-through skills
Demonstrated advanced analytical skills with the ability to identify service trends, root causes, and actionable improvement opportunities
Demonstrated ability to navigate a complex organization to drive customer satisfaction and timely issue resolution
Proven collaborative team player with a solid commitment to customer service, education, engagement, and continuous improvement

Responsibilities

Own the field-level service experience by partnering with the Centralized Service Team and other matrix partners to ensure customer issues are resolved promptly, accurately, and in alignment with customer expectations
Build and maintain solid relationships with internal service, operations, clinical, network, billing, eligibility, and account management partners to support consistent and effective customer experience
Support the customer and/or brokers in resolving elevated customer service requests by coordinating research, facilitating customer consultations, and ensuring clear follow-through
Facilitate regular customer partnership meetings to review issue trends, identify improvement opportunities, and keep customers informed of progress on open or recurring service needs
Lead customer education and engagement efforts for UnitedHealthcare tools, services, and resources, including employer portals, myuhc.com, member self-service tools, digital ID cards, reporting capabilities, wellness resources, and other available solutions
Drive adoption and effective use of UnitedHealthcare digital tools and service channels by providing training, best practices, usage guidance, and ongoing reinforcement to customers, brokers, and members as appropriate
Maintain and share customer information related to service trends, issue resolution, portal adoption, myuhc engagement, wellness initiatives, education opportunities, and overall service improvement opportunities
Participate in or support new business, finalist, renewal, and implementation presentations to represent the service experience or coordinate appropriate service-related partners to support the account team
Establish and maintain solid customer relationships that support satisfaction, retention, and long-term partnership
Build and maintain broker and consultant relationships as needed, with primary accountability for customer-facing service support and education
Coordinate enrollment materials, directories, benefit education resources, and other customer-facing communications as appropriate
Conduct open enrollment meetings, customer-sponsored health fairs, benefit education sessions, and multisite support meetings as needed