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The Field Account Manager for Mid-Market is the field-based service owner, responsible for the customer's total service experience with UnitedHealthcare. This includes customers in the 51-99 employee/member range. The role of the Mid-Market Field Account Manager encompasses sales to new, fully and Level-funded clients, with indirect responsibility for the retention of existing accounts. 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 local field market Manager of Account Management.
Hybrid* position location is Phoenix, Arizona, managing accounts in both Arizona and New Mexico. You will have the flexibility to work from home with expected average of 2-3 days in the office as you take on some rewarding challenges.
Primary Responsibilities:
The Mid-Market Field Account Manager is accountable for the field-based service of customers with 51-99 members. In this position, the Mid-Market Field Account Manager is responsible for the following:
Acts as a strategic partner and consultative resource to the customer, broker and GA, responsible for the customer's overall service experience
Conduct welcome calls to new clients (Face-to-face, telephonic, email)
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
Deploys and trains customers on UnitedHealthcare's core wellness tools and resources
Reports and advises customers on the level of member engagement with wellness programs and other plan features
Educate and re-direct brokers and GAs on service model and proper contact channels for issue resolution
Addresses and partners with the central sales support and matrixed teams to resolve any escalated issues sent to Dedicated Client Service Manager, or other field employee
Coordinates, staff, and conduct open enrollment meetings and wellness fairs
Trains and educates customers on UHC eServices, eCR Reporting, and other eTools as appropriate
Maintain and provide customer information to the Strategic Account Excecutive on service trends, myuh.com adoption, eServices adoption, wellness initiatives, and improvement opportunities, etc.
Additional Role Context:
Relationship Building:
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 UHC in the marketplace
Community involvement through professional organizations, associations and local organizations
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, broker, and GA 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.
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 (e.g., Real Appeal, UHC Rewards, Quit4Life, Level2, etc.)
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 or willingness to obtain upon hire. License must be obtained within 30 days.
2+ years of experience in managing customer relationships
Superior presentation skills in both small and large group settings
Advanced Analytical and problem-solving skills
Proficient in Microsoft Office and other virtual productivity tools
Ability to travel as required (approximately 50%, typically locally, New Mexico travel quarterly and client OE support)
Driver's License and access to a reliable transportation
Preferred Qualifications:
3+ years of health care industry, insurance or broker experience
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.
