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The KA Field Account Manager is the field based "Client Relationship Manager" responsible for providing proactive and strategic engagement with customers to further the relationship with UnitedHealthcare. The role will be responsible for educating customers on their benefit plans, UnitedHealthcare's core wellness tools and resources, and communicating various administrative/service-related changes to the customer (i.e., network or pharmacy preferred drug changes). A strong focus of this role will be training and educating on the UnitedHealthcare tools and resources that are available to our UnitedHealthcare customers and members. The KA Field Account Manager will also be responsible for conducting open enrollment meetings, wellness fairs, lunch and learns along with coordinating coverage with other offices/vendors if they are not available. This role also includes facilitating the relationship between the customer and the Central Service team (CSO/DCSM) and providing education on the correct service escalation paths for our assigned employer groups and their employees. This position reports to the local field market leader.
Primary Responsibilities:
The KA 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 KA Field Account Manager is responsible for the following:
Coordinates, staffs, and conducts open enrollment meetings, wellness fairs and lunch and learns
Acts as a strategic partner and consultative resource to the customer, responsible for the customer's total educational experience
Deploys and trains customers on UnitedHealthcare's core wellness tools and resources
Train/educate members on Unitedhealthcare tools, resources, and various programs to drive member engagement and activation.
Meets with customers regularly to review engagement data, product education including ideas to enhance the group and member experience.
Communicates administrative 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 systems and eTools as appropriate
Be able to travel locally as required for your book of business (approximately 50%)
Additional Role Context:
Relationship Building:
Uses our CRM Solaris to create a proactive engagement plan and monitor engagements for assigned groups
Develop and maintain strong customer and broker relationships, in person and telephonically
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
Runs and presents reporting as appropriate
Must be able to successfully utilize digital tools and resources such as 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
Mission Critical Roles:
Execute
Work with Others
Communicate
Show Initiative
Individual Contributor Practices:
Self-Management
Communicating with Others
Collaborating
Using Time and Resources Effectively
Serving Customers
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:
2+ years of experience in managing customer relationships
Insurance license as required by law within 90 days of hire
Valid Driver's License
Proficient in Microsoft Office and other virtual productivity tools
Proven superior presentation skills in both small and large group settings
Proven advanced Analytical and problem-solving skills.
Willing or ability to travel as required (approximately 50%)
Preferred Qualifications:
3+ years of health care industry experience
Bi-lingual Spanish
Human Resources or Medical Benefits experience
Proven ability to work with external customers such as employers, consumers, consultants, and brokers
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 $21.63 to $48.08 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 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.
UnitedHealth Group is 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 is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.
