United Health Care Employment – Field Account Manager

Job Description:

The Key Account ( KA) Field Account Manager is the “field-based Service Owner” responsible for the customer’s total service experience with UnitedHealthcare. This includes serving as the key liaison between the customer and the Central UHC Service team, trending/monitoring of service issue resolution, and education for the customer and their employees. They work in a team and will own/manage any escalated service issues sent to them, the SAE, or other field employee and bring to resolution. They will work with the central team and their manager/director to coordinate resolution. The KA Field Account Manager will meet with customers quarterly (or more often if requested) to review reporting on service-related statistics, member engagement, and promote UHC Wellness programs. Will serve as a consultant on enhancing the customer’s total UHC service and member experience.

Job Responsibilities:

• Coordinate implementation activities such as processing transitional care cases
• Coordinate and deliver billing reconciliations to customers (Quarterly, Annually, or as appropriate for the customer type/size)
• 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 resolution of pre-implementation service and eligibility issues with Implementation Management Organization
• Perform other assignments and responsibilities as required by management
• Coordinate ordering of enrollment materials/directories for customers
• Demonstrate a high level of healthcare industry knowledge as well as the customer’s specific industry
• Participate/support new business and finalist presentations to represent service experience, or coordinate attendees from other service related areas to support SAE/AE
• Maintain and provide customer information to the SAE/Analyst on service trends, myuhc adoption, eServices adoption, eCR adoption, wellness initiatives, and improvement opportunities, etc
• Develop and maintain solid relationship with internal partners in Centralized Service Team to manage customer service experience
• Conduct enrollment meetings and customer sponsored health fairs for assigned customers (and as needed for multisite requests from other offices)
• 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
• Conduct meetings with customers to identify issues/trends and analyze root causes to determine corrective action steps
• Facilitate customer meetings with the Central Service Team regularly to assess trends and keep abreast of any escalating issues and service trends
• 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
• Train customers on eServices and eCR Reporting. Expand customer expertise and reliance on eTools to drive usage and adoption

Job Requirements:

• Insurance license as required by law or willingness to obtain upon hire (Usually within 30 days)
• Ability to work in a team setting
• Proficiency in Microsoft Word, PowerPoint, Excel and UHC eTools
• Ability to demonstrate superior presentation skills in both small and large group settings
• Bilingual Spanish
• Full COVID-19 vaccination is an essential requirement of this role.
• Advanced Analytical and problem solving skills
• Willingness to travel up to 50% within the Northern California area

Qualification & Experience:

• 3+ years of health care industry experience
• Experience which demonstrates the strong skills in working with employers, consumers, consultants and brokers
• Bachelor’s degree
• 4+ years of work experience in customer service role with increasing responsibility
• Health Insurance Experience

Job Details:

Company: United HealthCare

Vacancy Type: Full Time

Job Location: Concord, CA, US

Application Deadline: N/A

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