The Field Account Manager for Small Business - Telecommute

Company: UnitedHealth Group
Location: San Antonio
Posted on: September 24, 2022

Job Description:

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 Small Business is responsible for the customer's total service experience with UnitedHealthcare. The role of the Field Account Manager encompasses service and education to both new and existing clients that are both fully insured and self-funded. Serves 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. Overall, the Field Account manager will strive to provide the customer with an exceptional service experience, resulting in a positive Net Promoter Score (NPS). This position reports to the Small Business Regional FAM Director.

You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:
The SB Field Account Manager is accountable for client and member education as well as escalated service issues of small to mid-size, standard/non-standard customers. In this position, the SB Field Account Manager is responsible for the following:

• 
  
• Seamlessly leverages technology to conduct open enrollment meetings and build awareness of wellness programs
  
• Successfully manages a large volume of cases and activity in a virtual environment
  
• Develops and maintains internal and external relationships virtually
  
• Independently and proactively acts as a consultative resource for the customer.
  
• Acts as a strategic partner and consultative resource to the customer, responsible for the customer's total service experience
  
• Meets with customers regularly to review service-related statistics including ideas for improving or enhancing the customer's experience
  
• Communicates administrative or service-related changes to the customer.
  
• Reports and advises customers on the level of member engagement with wellness programs and other plan features
  
• Addresses and partners with the central sales support and matrixed teams to resolve any escalated issues sent to the Field Account
  
• Manager, the Strategic Account Executive, or other field employee
  
• Trains and educates customers on UHC eServices, eCR Reporting, and other eTools as appropriate
  
  
  Business Contextual Challenges:
  Identify the key contextual challenges from the bulleted list below - delete remaining challenges. Goal 2 - 4 per section.
  
  
  • 
    
  • Relationship Building:
    
    
    • 
      
    • Develop and maintain strong customer and broker
      
    • Relationships virtually
      
    • Partner with the SAE and other Field Based Staff
      
    • Develop and maintain key internal relationships
      
    • Understand customer needs, where to prioritize efforts, and provide value-added consultation
      
    • Present a positive image of UHG in the marketplace
      
    • Community involvement through professional organizations, associations and local organization
      
      
      
    • Communication:
      
      • 
        
      • Proactively communicate with clients and provide updates
        
      • on benefit and wellness program initiatives
        
      • Remain responsive and follow through on commitments
        
      • both internally and externally
        
      • Act as a consultative resource and strategic partner to the
        
      • customer and broker, sharing new and innovative ideas, in
        
      • support of the customer's total service experience
        
      • Monitor and track on-going performance, present and
        
      • recommend solutions to the customer.
        
      • Must be able to successfully utilize digital tools and resources such as Teams and Webex, to remotely conduct customer meetings and presentations when appropriate
        
        
        
      • Healthcare Knowledge:
        
        • 
          
        • Understand goals, health plan initiatives, operating principles, strategies and competitive position of UHC
          
        • Act as a trusted advisor through in-depth healthcare knowledge, understand important trends, and know your customer base
          
          
          
        • Product Knowledge:
          
          • 
            
          • Clearly demonstrate the UHC value propositions for medical and specialty programs (where applicable) to improve customer growth and retention.
            
          • Effectively execute and run wellness programs
            
          • Educate customers and promote UHC Tools and Resources
            
            
            
            
            
            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:
            
            
            • 
              
            • Bachelor's Degree or Equivalent Experience
              
            • Insurance license as required by law within 90 days of hire
              
            • 2+ years of experience in managing customer relationships
              
            • Superior virtual presentation skills in both small and large group settings
              
            • Advanced Analytical and problem-solving skills
              
            • Proficient in Microsoft Office and other virtual productivity tools
              
              
              Preferred Qualifcations:
              
              
              • 
                
              • 3+ years of health care industry experience
                
              • Human Resources or Medical Benefits experience
                
              • Proven ability to work with external customers such as employers, consumers, consultants, and brokers
                
              • Excellent oral and written communication skills
                
              • Solid interpersonal skills with the ability to communicate and influence internal business partners
                
                
                
                To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment
                
                Careers 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)
                
                Colorado, Connecticut or Nevada Residents Only: The hourly range for Colorado residents is $26.15 to $46.63. The hourly range for Connecticut / Nevada residents is $28.85 to $51.30. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.
                
                *All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.
                
                
                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, San Antonio , The Field Account Manager for Small Business - Telecommute, Executive , San Antonio, Texas