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Job Information

UnitedHealth Group Field Account Manager, Key Accounts - Northern California (Bay Area Preferred) in Concord, California

UnitedHealthcare is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work.(sm)

The Key Account ( KA) Field Account Manager is the “field-based Service Owner” responsible for the customer’s total service experience with UnitedHealthcare. This includes serving as the key liaison between the customer and the Central UHC Service team, trending/monitoring of service issue resolution, and education for the customer and their employees. They work in a team and will own/manage any escalated service issues sent to them, the SAE, or other field employee and bring to resolution. They will work with the central team and their manager/director to coordinate resolution. The KA Field Account Manager will meet with customers quarterly (or more often if requested) to review reporting on service-related statistics, member engagement, and promote UHC Wellness programs. Will serve as a consultant on enhancing the customer’s total UHC service and member experience. In this position, a major role will be to conduct training/education with customers on UHC Reporting, and other eTools as appropriate. The KA Field Account Manager will also be responsible for conducting preparing materials for open enrollment meetings and coordinating coverage with other offices or another UHC representative if they are not available. Presenting UHC materials as well as managing Q&A on all benefits. In addition, the role will be responsible for training customers on UnitedHealthcare’s core wellness tools and resources, as well as communicating various administrative/service related changes to the customer (ie; network or pharmacy preferred drug changes). This position reports to the local field market VP and/or Director of Account Management.

The KA Field Account Manager will generally handle a mix of mid-size, standard/non-standard customers (ie: Fully and ASO, in the 100-3000 employee space).

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 solid 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 eServices and eCR Reporting. Expand customer expertise and reliance on eTools to drive usage and adoption

  • Maintain and provide customer information to the SAE/Analyst on service trends, myuhc adoption, eServices adoption, eCR 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 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 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

Competencies and Best Practice for High Performers:

  • Performance Driven: Delivers exceptional performance; strives to achieve stretch objectives; focuses on results, not efforts

  • Top-Performing Employees Are Our Greatest Asset: Fosters a competitive environment and serves as a role model to other employees

  • Self motivated: maintains a high level of work quality, focuses on detail and is dependable in meeting commitments and fulfilling obligations

  • Build Value to Customers: Builds and strengthens customer relationships, finds better ways to meet customer needs, acts ethically, maintaining the highest personal and professional integrity, supports the overall objectives of the primary SAE

  • Accountability Through Matrix Management: Works effectively within the matrix, promoting trust and communications across the business segments, collaboratively builds solid relationships

  • Solid interpersonal skills: networks outside and inside the organization and builds positive relationships with key individuals and groups

  • Organizational and Personal Influencing Skills: Creates, builds, and maintains relationships that enhance the performance of the business, including those outside direct control, obtains commitments from individuals or groups to ensure organization success, ability to influence individuals at all levels of the organization

  • Ability to influence individuals at all levels of the organization

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 (Usually within 30 days)

  • Previous Health Insurance Experience

  • Ability to work in a team setting

  • 4+ years of work experience in customer service role with increasing responsibility

  • Experience which demonstrates the strong skills in working with employers, consumers, consultants and brokers

  • Proficiency in Microsoft Word, PowerPoint, Excel and UHC eTools

  • Willingness to travel up to 50% within the Northern California area

  • Advanced Analytical and problem solving skills

  • Full COVID-19 vaccination is an essential requirement of this role. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance

Preferred Qualifications:

  • Bachelor’s degree

  • 3+ years of health care industry experience

  • Ability to demonstrate superior presentation skills in both small and large group settings

  • Bilingual Spanish a plus

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment

Careers at UnitedHealthcare Employer & Individual. We all want to make a difference with the work we do. Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You'll help write the next chapter in the history of health care. And you'll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is your life's best work.(sm)

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy

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.