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Growing together The Sr. Field Account Manager is responsible for supporting service and engagement with customers to further the relationship with UMR. The role will be responsible for educating customers on their benefit plans, wellness resources, and communicating various administrative/service-related changes to the customer (i.e., network or pharmacy preferred drug changes).
A solid focus of this role will be coordinating with internal stakeholders and teams to address customer and member service issues. The Sr. Field Account Manager will also be responsible for conducting enrollment meetings and wellness fairs.
This role also includes facilitating the relationship between the customer and internal service teams and providing education on the correct service escalation paths for our customers. Primary
Owns and manages the service experience of customers at the field level by working with the UMR Operations Team and other matrix partners as required to ensure issues are resolved promptly and accurately meeting the customers' expectations Establish and maintain strong customer relationships while delivering an exceptional service experience through ongoing education on benefit plans, wellness resources, administrative updates, and available service solutions that support customer engagement, satisfaction, and retention Support and partner with the Strategic Account Executive (SAE) by facilitating resolution of customer service issues, managing elevated service requests, providing reporting and trend insights, and coordinating with internal teams to deliver a high-quality customer experience Conduct meetings to identify service issues and trends, analyze root causes, coordinate with internal stakeholders and service teams, and drive resolution through appropriate corrective action plans Train and educate customers on benefit plans, wellness resources, service escalation processes, and available web-based tools and reporting platforms, including umr.com, InfoPort, and myHCE, to support effective plan administration and customer engagement Maintain and provide updates to the SAE on customer service trends, reporting usage, wellness initiatives, and improvement opportunities, etc.
Participate/support new business and finalist presentations to represent service experience, or coordinate attendees from other service-related areas 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 Team Coordinate implementation activities Participates in finalist and new business presentations Conduct enrollment meetings and customer sponsored health fairs for assigned customers Demonstrate a high level of healthcare industry knowledge as well as the customers' 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
Insurance license as required by law within 30 days of hire 3+ years of work experience in a client-facing service role Demonstrated superior presentation skills in both small and large group settings Ability to travel as required (approximately 25%) Valid Driver's License
3+ years of health care industry experience Human Resources or Medical Benefits experience 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 $24 - $55 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.