Field Account Manager, SB NYC

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together. 

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 brokers and both new and existing clients that are both fully insured and level-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, in a virtual environment, resulting in a positive Net Promoter Score (NPS). This position reports to the Small Business Regional FAM Director. 

Primary Responsibilities:

The SB Field Account Manager is accountable for client and member education as well as escalated service issues of small business 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 as needed to review service-related statistics including ideas for improving or enhancing the customer’s experience 
• Communicates administrative or service-related changes to the customer 
• 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/Renewal Account Executive, or other field employee 
• Trains and educates customers on UHC eServices, eCR and other eTools as appropriate 

Business Contextual Challenges: 

• Relationship Building: 
  • Develop and maintain solid customer and broker 
  • Relationships virtually 
  • Partner with the SAE/RAE 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 
• 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 in support of the customer’s total service experience 
  • 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 
  • 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:

• Insurance license as required by law upon hire 
  
• 1+ years of experience in customer service or managing customer relationships
  
• Proficient in Microsoft Office and other virtual productivity tools 
  
• Proven excellent oral and written communication skills 
  
• Proven superior virtual presentation skills in both small and large group settings 
  
• Proven advanced analytical and problem-solving skills 
  
• Proven solid interpersonal skills with the ability to communicate and influence internal business partners 
  

Preferred Qualifications:

• 1+ years of experience in the health insurance industry 
• Human Resources or medical benefits experience 
• Experience with Salesforce products 
• Bilingual 
• Proven ability to work with external customers such as employers, consumers, consultants, and brokers in a virtual environment 

New York Residents Only: The hourly range for this role is $21.63 to $48.08 per hour. Role is also eligible to receive bonuses based on sales performance. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. 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.

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.