Field Account Manager - Minnetonka, MN
Company: UnitedHealth Group
Location: Minnetonka
Posted on: January 22, 2023
Job Description:
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 and start doing your life's
best work.(sm)The KA Field Account Manager is the "field-based
Service Owner" responsible for the customer's (Benefit Manager)
total service experience with UnitedHealthcare. This includes
serving as the key liaison between the customer and the Central
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
employee. They will work with the central team and their manager to
coordinate resolution; this position will not handle first-level
service issues The KA 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 UHC eServices and other eTools as appropriate. The KA
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 UnitedHealthcare'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 Director of Account Management. The KA Field
Account Manager will generally handle a mix of small to mid-size,
standard/non-standard customers (ie: Fully and ASO, under 1000
groups)Primary Responsibilities:
- Own the service experience of customers at the field level by
working with the Central Service Team and other matrix partners as
required to ensure issues are resolved promptly and accurately
meeting the customer's expectations
- Develop and maintain solid relationship with internal partners
in Centralized 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 Centralized Service Team, and conducting customer
consultations as required
- Facilitate customer meetings with the Central Service Team
regularly to assess trends and keep abreast of any escalating
issues and service trends
- Maintain and provide customer information to the SAE/Analyst on
service trends, myuhc adoption, eServices adoption, wellness
initiatives, and improvement opportunities, etc.
- Conduct meetings with customers to identify issues/trends and
analyze root causes to determine corrective action steps
- Participate/support new business and finalist presentations to
represent service experience or coordinate attendees from other
service related areas to support SAE/AE
- 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 Management Organization
- Coordinate implementation activities such as processing
transitional care cases
- Conduct enrollment meetings and customer sponsored health fairs
for assigned customers (and as needed for multisite requests from
other offices)
- Coordinate and deliver billing reconciliations to customers
(Quarterly, Annually, or as appropriate for the customer
type/size)
- 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 You'll be rewarded and recognized for your performance
in an environment that will challenge you and give you clear
direction on what it takes to succeed in your role as well as
provide development for other roles you may be interested
in.Required Qualifications:
- 2+ years work experience in customer service role
- Proficiency in Microsoft Word, PowerPoint, Excel
- Willingness to travel up to 50% locallyPreferred Qualifications
- Bachelor's degree
- Insurance license as required by law or willingness to obtain
upon hire
- 3+ years health care industry experience
- Experience which demonstrates the ability to work with
employers, consumers, consultants, brokers
- Ability to demonstrate superior presentation skills in both
small and large group settingsCompetencies and Best Practice for
High
- Performance Driven: Delivers exceptional performance; strives
to achieve stretch objectives; focuses on results, not efforts
- Top-Performing Employees Are Our Greatest Asset: Fosters a
competitive environment and serves as a role model to other
employees. Self motivated; maintains a high level of work quality,
focuses on detail and is dependable in meeting commitments and
fulfilling obligations
- Build Value to Customers: Builds and strengthens customer
relationships; finds better ways to meet customer needs; acts
ethically, maintaining the highest personal and professional
integrity. Supports the overall objectives of the primary SAE
- Accountability Through Matrix Management: Works effectively
within the matrix, promoting trust and communications across the
business segments; collaboratively builds solid relationships.
Solid interpersonal skills; networks outside and inside the
organization and builds positive relationships with key individuals
and groups
- Organizational and Personal Influencing Skills: Creates,
builds, and maintains relationships that enhance the performance of
the business, including those outside direct control. Obtains
commitments from individuals or groups to ensure organization
success. Ability to influence individuals at all levels of the
organizationCareers at UnitedHealthcare Employer & Individual. We
all want to make a difference with the work we do. Sometimes we're
presented with an opportunity to make a difference on a scale we
couldn't imagine. Here, you get that opportunity every day. As a
member of one of our elite teams, you'll provide the ideas and
solutions that help nearly 25 million customers live healthier
lives. You'll help write the next chapter in the history of health
care. And you'll find a wealth of open doors and career paths that
will take you as far as you want to go. Go further. This is your
life's best work.(sm)At UnitedHealth Group, our mission is to help
people live healthier lives and make the health system work better
for everyone. We believe everyone-of every race, gender, sexuality,
age, location and income-deserves the opportunity to live their
healthiest life. Today, however, there are still far too many
barriers to good health which are disproportionately experienced by
people of color, historically marginalized groups and those with
lower incomes. We are committed to mitigating our impact on the
environment and enabling and delivering equitable care that
addresses health disparities and improves health outcomes - an
enterprise priority reflected in our mission.Diversity creates a
healthier atmosphere: UnitedHealth Group is an Equal Employment
Opportunity/Affirmative Action employer and all qualified
applicants will receive consideration for employment without regard
to race, color, religion, sex, age, national origin, protected
veteran status, disability status, sexual orientation, gender
identity or expression, marital status, genetic information, or any
other characteristic protected by law.UnitedHealth Group is a
drug-free workplace. Candidates are required to pass a drug test
before beginning employment.
Keywords: UnitedHealth Group, Minnetonka , Field Account Manager - Minnetonka, MN, Executive , Minnetonka, Minnesota
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