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Field Account Manager - Concord or San Francisco, CA

UnitedHealth Group


Location:
Concord, CA
Date:
03/30/2017
Job Code:
1726923
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Job Details


Field Account Manager - Concord or San Francisco, CA(Job Number:694758)
Description

Great account management is result of strong purpose, conviction and pride - pride in your ability and your product. UnitedHealth Group offers a portfolio of products that are greatly improving the life of others. Bring along your passion and do your life's best work.(sm)

The KA 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 Central 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 employee. They will work with the central team and their manager to coordinate resolution; this position will not handle first-level service issues The KA 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 UnitedHealth Care and UMR tools as appropriate. The KA 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 UnitedHealthcare's/UMR 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 reports to the local field market VP / Director of Account Management.

The KA Field Account Manager will generally handle a mix of small to mid-size, standard/non-standard customers (i.e.: ASO under 1000 groups)

Primary Responsibilities:
  • Own the service experience of customers at the field level by working with the Central Service Team and other matrix partners as required to ensure issues are resolved promptly and accurately meeting the customer's expectations
  • Develop and maintain strong relationship with internal partners in Centralized Service Team to manage customer service experience
  • Fully accountable for supporting the SAE in facilitating resolution of all elevated customer service requests by working with the Centralized Service Team, and conducting customer consultations as required
  • Facilitate customer meetings with the Central Service Team regularly to assess trends and keep abreast of any escalating issues and service trends
  • Train customers on reporting. Expand customer expertise and reliance on web based tools to drive usage and adoption
  • Maintain and provide customer information to the SAE / Analyst on service trends, myUnitedHealthcare adoption, wellness initiatives, and improvement opportunities, etc
  • Conduct meetings with customers to identify issues / trends and analyze root causes to determine corrective action steps
  • Participate / support new business and finalist presentations to represent service experience, or coordinate attendees from other service related areas to support SAE / AE
  • Establish and maintain strong 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 Management Organization
  • Coordinate implementation activities such as processing transitional care cases
  • Conduct enrollment meetings and customer sponsored health fairs for assigned customers (and as needed for multisite requests from other offices)
  • Coordinate and deliver billing reconciliations to customers (Quarterly, Annually, or as appropriate for the customer type / size)
  • 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
 

Job UHC Account Mgmt
Primary Location US-CA-Concord
Other Location US-CA-San Francisco
Organization E&I California
Schedule Full-time
Number of Openings 2
Apply on the Company Site

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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