Senior Field Account Manager, TPA - Nebraska, Iowa or Kansas

UnitedHealth Group•Iowa City, IA

2d•$24 - $55•Remote

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 Sr. Field Account Manager is responsible for supporting service and engagement with customers to further the relationship with UMR. The role will be responsible for educating customers on their benefit plans, wellness 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 coordinating with internal stakeholders and teams to address customer and member service issues. The Sr. Field Account Manager will also be responsible for conducting enrollment meetings and wellness fairs. This role also includes facilitating the relationship between the customer and internal service teams and providing education on the correct service escalation paths for our customers.

Requirements

Insurance license as required by law within 30 days of hire
3+ years of work experience in a client-facing service role
Demonstrated superior presentation skills in both small and large group settings
Ability to travel as required (approximately 25%25)
Valid Driver’s License

Nice To Haves

3+ years of health care industry experience
Human Resources or Medical Benefits experience

Responsibilities

Owns and manages the service experience of customers at the field level by working with the UMR Operations Team and other matrix partners as required to ensure issues are resolved promptly and accurately meeting the customers’ expectations
Establish and maintain strong customer relationships while delivering an exceptional service experience through ongoing education on benefit plans, wellness resources, administrative updates, and available service solutions that support customer engagement, satisfaction, and retention
Support and partner with the Strategic Account Executive (SAE) by facilitating resolution of customer service issues, managing elevated service requests, providing reporting and trend insights, and coordinating with internal teams to deliver a high-quality customer experience
Conduct meetings to identify service issues and trends, analyze root causes, coordinate with internal stakeholders and service teams, and drive resolution through appropriate corrective action plans
Train and educate customers on benefit plans, wellness resources, service escalation processes, and available web-based tools and reporting platforms, including umr.com, InfoPort, and myHCE, to support effective plan administration and customer engagement
Maintain and provide updates to the SAE on customer service trends, reporting usage, wellness initiatives, and improvement opportunities, etc.
Participate/support new business and finalist presentations to represent service experience, or coordinate attendees from other service-related areas
Establish and maintain solid and appropriate relationships with customers to maintain persistency
Establish and maintain Broker/Consultant relationship as needed, but primarily with customer
Coordinate ordering of enrollment materials/directories for customers
Coordinate resolution of pre-implementation service and eligibility issues with Implementation Team
Coordinate implementation activities
Participates in finalist and new business presentations
Conduct enrollment meetings and customer sponsored health fairs for assigned customers
Demonstrate a high level of healthcare industry knowledge as well as the customers’ specific industry
Perform other assignments and responsibilities as required by management