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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 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 (ie; network or pharmacy preferred drug changes.) This position reports to the local field market VP/UMR Director of Account Management.If you are located in IN or KY, you will have the flexibility to work remotely as you take on some tough challenges.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 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 act in 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
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.Years of post-high school education can be substituted/is equivalent to years of experienceRequired Qualifications:
Insurance license as required by law or must obtain within 30 days
2+ years of work experience in customer service role
Experience which demonstrates the ability to work with employers, consumers, consultants, brokers and large group settings
Proficiency in Microsoft Word, PowerPoint, Excel and UHC eTools
Proven ability to navigate a complex organization to accomplish customer satisfaction
Commutable to Indianapolis, IN, Lexington, KY or Louisville, KY offices
Preferred Qualifications:
3+ years of health care industry experience
Proven ability to interface with and influence internal business partners through the use of excellent interpersonal skills
Proven advanced Analytical and problem-solving skills
Proven excellent oral and written communication skills
Proven solid team player
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter PolicyAt 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 .
