Field Account Manager, UMR - Tampa, FL
About The Position
The TPA Field Account Manager is the field-based service owner responsible for the customer’s total service experience with UMR. The role serves as a key liaison between customers and the Operations Service team, monitors service issues through resolution, provides customer and employee education, and coordinates escalated issues with Operations and management. The position does not handle first-level service issues, which are managed by the Customer Specialist. The Field Account Manager meets with customers quarterly or more often as requested to review service statistics and identify ways to improve the customer experience. The role trains customers on UMR Online Services, InfoPort Reporting, web tools, wellness tools, and resources; conducts or coordinates open enrollment meetings; and communicates administrative and service-related changes. The posting describes an office-based schedule with two to three in-office days per week in Milwaukee, De Pere, or Wausau, Wisconsin.
Requirements
- Insurance license as required by law, or ability to obtain one within 30 days of hire.
- At least 2 years of work experience in a customer service role.
- At least 2 years of experience working with employers, consumers, consultants, and brokers.
- Intermediate proficiency in Microsoft Word, PowerPoint, and Excel.
- Reliable transportation and a valid U.S. driver’s license.
Nice To Haves
- At least 3 years of healthcare industry experience.
- At least 3 years of experience demonstrating superior presentation skills in small and large group settings.
- Ability to interface with and influence internal business partners using excellent interpersonal skills.
- Ability to navigate a complex organization to accomplish customer satisfaction.
- Excellent oral and written communication skills.
Responsibilities
- Own customers’ field-level service experience, coordinating with the Operations Service Team and other partners to resolve issues promptly and accurately.
- Develop and maintain relationships with internal Operations Service Team partners to manage customer service experience.
- Support the SAE in resolving elevated customer service requests, including coordinating with Operations and conducting customer consultations.
- Facilitate regular customer meetings with the Operational Service Team to review trends and escalating issues.
- Train customers on umr.com and InfoPort Reporting and encourage adoption of online tools.
- Provide the SAE with customer information on service trends, online adoption, myHCE usage, wellness initiatives, and improvement opportunities.
- Meet with customers to identify issues and trends, analyze root causes, and determine corrective actions.
- Build and maintain appropriate customer relationships to support persistency.
- Maintain broker and consultant relationships as needed, with a primary focus on customers.
- Coordinate ordering of customer enrollment materials and directories.
- Coordinate resolution of pre-implementation service and eligibility issues with the Implementation department.
- Coordinate implementation activities.
- Conduct enrollment meetings and customer-sponsored health fairs for assigned customers and support multisite requests from other offices as needed.
- Demonstrate healthcare industry knowledge and knowledge of customers’ specific industries.
- Perform other assignments and responsibilities as required by management.
- Train customers on UMR core wellness tools and resources and communicate administrative and service-related changes.
- Conduct or coordinate open enrollment meetings and coverage when unavailable.
Benefits
- Comprehensive benefits package, subject to eligibility requirements.
- Incentive and recognition programs.
- Equity stock purchase plan.
- 401(k) contribution.
- Bonuses based on sales performance.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
