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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 employee. 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 (i.e., network or pharmacy preferred drug changes.)

Primary 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 solid relationship with internal partners in Operations Service Team to manage customer service experience
• 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 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 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

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:

• Insurance license as required by law, hold or obtain upon hire
• 2+ years of work experience in customer service role
• Experience which demonstrates the ability to work with employers, consumers, consultants, brokers
• Proficiency in Microsoft Word, PowerPoint, Excel

Preferred Qualifications:

• 3+ years health care industry experience
• Proven ability to demonstrate superior presentation skills in both small and large group settings
• Proven ability to interface with and influence internal business partners through the use of excellent interpersonal skills
• Proven ability to navigate a complex organization to accomplish customer satisfaction
• Proven excellent oral and written communication skills

Competencies:

• 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
• Works effectively with others, 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 organization

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.