TPA Field Account Manager - Remote in NY, NJ, or PA

UnitedHealth Group•New York, NY

3d•$22 - $48•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 equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together. The TPA Field Account Manager is the “field-based Service Owner” responsible for the customer’s (Benefit Manager) total service experience with UMR. This includes serving as the key liaison between the customer and the Operations Service team, trending/monitoring of service issue resolution, and education for the customer and their employees. They will address any escalated issues sent to them, the SAE, or other field employees. They will work with the Operations team and their manager to coordinate resolution; this position will not handle first-level service issues as this is the responsibility of the Customer Specialist. The UMR Field Account Manager will meet with customers quarterly (or more often if requested) to review service-related statistics including ideas for improving or enhancing the customer’s total service experience. In this position, a major role will be to conduct training/education with customers on UMR Online Services, InfoPort Reporting, and other web tools as appropriate. The UMR Field Account Manager will also be responsible for conducting open enrollment meetings or coordinating coverage with other offices or a vendor if they are not available. In addition, the role will be responsible for training customers on UMR’s core wellness tools and resources, as well as communicating various administrative/service-related changes to the customer (ie; network or pharmacy preferred drug changes.) This position reports to the local field market VP/UMR Director of Account Management. The TPA Field Account Manager will generally handle a mix of small to mid-size TPA customers (under 1000 lives). You’ll enjoy the flexibility to telecommute from anywhere within Pennsylvania, New York, or New Jersey. as you take on some tough challenges.

Requirements

Bachelor’s degree
Intermediate level of proficiency in Microsoft Word, PowerPoint, Excel
Insurance license as required by law (or the ability to obtain within 60 days of hire)

Nice To Haves

3+ years of health care industry experience
Ability to demonstrate superior presentation skills in both small and large group settings
Ability to interface with and influence internal business partners through the use of excellent interpersonal skills
Advanced Analytical and problem-solving skills
1+ years of experience customer service experience

Responsibilities

Own the service experience of customers at the field level by working with the Operations Service Team and other matrix partners as required to ensure issues are resolved promptly and accurately meeting the customer’s expectations
Develop and maintain strong relationship with internal partners in Operations Service Team to manage customer service experience
Fully accountable for supporting the SAE in facilitating resolution of all elevated customer service requests by working with the Operations Service Team and conducting customer consultations as required
Facilitate customer meetings with the Operational Service Team regularly to assess trends and keep abreast of any escalating issues and service trends
Train customers on umr.com and InfoPort Reporting. Expand customer expertise and reliance on online web tools to drive usage and adoption
Maintain and provide customer information to the SAE on service trends, umr.com adoption, myHCE usage, wellness initiatives, and improvement opportunities, etc.
Conduct meetings with customers to identify issues/trends and analyze root causes to determine corrective action steps
Establish and maintain strong 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 department
Coordinate implementation activities
Conduct enrollment meetings and customer sponsored health fairs for assigned customers (and as needed for multisite requests from other offices)
Demonstrate a high level of healthcare industry knowledge as well as the customer’s specific industry
Perform other assignments and responsibilities as required by management