UnitedHealth Group Sr. Field Account Manager, National Accounts - Public Sector - Concord, CA in Concord, California
UnitedHealthcare is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work.(sm)
The Field Account Manager for National Accounts Public Sector 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 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. In this position, a major role will be to conduct training/education with customers on UHC eServices and other eTools as appropriate. The PS NA Field Account Manager will also be responsible for conducting open enrollment meetings and for training customers on UnitedHealthcare'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).
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 strong 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
Train customers on eServices and expand customer expertise and reliance on eTools to drive usage and adoption
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 strong and appropriate relationships with customers to maintain persistency
Establish and maintain Broker / Consultant relationship as needed
Coordinate ordering of enrollment materials / directories for customers
Coordinate resolution of pre-implementation service and eligibility issues with Implementation Management Organization
Conduct enrollment meetings and customer sponsored health fairs Serve as primary contact for Benefit Coordinators at various state agencies, responsible for resolving service issues, training on various UHC tools and resources, and being a resource for all questions related to the medical plan
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.
3+ years of experience in an account management or sales role within the insurance industry
Previous experience which demonstrates the ability to work with employers, consumers, consultants, brokers
Advanced analytical and problem-solving skills
Ability to navigate a complex organization to accomplish customer satisfaction
Proficiency in Microsoft Word, PowerPoint, Excel and UHC eTools
Insurance license as required by law
If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders
National Accounts / Public Sector account management experience
Excellent oral and written communication skills
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
Strong team player
Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 7 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add you energy, your passion for excellence, your near-obsession with driving changes for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life's best work. (sm)
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.
Job Keywords: Field Account Manager, National Accounts, Public Sector, Account Management, Account Manager, Sales, Insurance, UHC eTools, Concord, CA, California
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