Field Account Manager, UMR - Tampa, FL

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 optimized. Ready to make a difference? Join us in making healthcare work better for everyone through people-led, responsible AI while 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 employees. 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 (i.e., network or pharmacy preferred drug changes.)  

This position follows an office-based schedule with two to three in-office days per week in Milwaukee, De Pere or Wausau, WI.

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 solid relationships with internal partners in Operations Service Team to manage customer service experience 
• 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 action steps 
• 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 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.

Required Qualifications: 

• Insurance license as required by law, hold or obtain within 30 days of hire 
• 2+ years of work experience in customer service role 
• 2+ years of experience demonstrating the ability to work with employers, consumers, consultants, brokers 
• Intermediate level of proficiency in Microsoft Word, PowerPoint, Excel 
• Access to reliable transportation and valid US driver's License 

Preferred Qualifications:  

• 3+ years of health care industry experience 
• 3+ years of proven ability to demonstrate superior presentation skills in both small and large group settings 
• Proven ability to interface with and influence internal business partners through the use of excellent interpersonal skills 
• Proven ability to navigate a complex organization to accomplish customer satisfaction 
• Proven excellent oral and written communication skills

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $22.00 - $48.00 per hour based on full-time employment. This role is also eligible to receive bonuses based on sales performance. We comply with all minimum wage laws as applicable.

At UnitedHealth Group, our mission is to help people live healthier lives and help make the health system work better for everyone. Together, we are shaping the future of healthcare by harnessing technology and innovation to make care simpler to navigate, more affordable and more connected for the people we serve. We are committed to creating an inclusive workplace where everyone feels welcomed, valued, heard and respected, empowering people to bring their authentic selves to work and strengthening our collective impact through diverse talents, backgrounds, experiences and perspectives.

UnitedHealth Group and its affiliated brands are an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group and its affiliated brands are a drug-free workplace. Candidates are required to pass a drug test before beginning employment.