Experienced Field Account Manager, TPA - Indiana - Remote - Delivering Exceptional Customer Service Experience in the Healthcare Industry

Introduction to UnitedHealthcare

At UnitedHealthcare, we are dedicated to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, and we are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.

Job Overview

We are seeking an experienced Field Account Manager, TPA - Indiana - Remote, to join our team. As a Field Account Manager, you will be the "field-based Service Owner" responsible for the customer's total service experience with UMR. This includes serving as the key liaison between the customer and the Operations Service team, trending/monitoring of service issue resolution, and education for the customer and their employees. You will address any escalated issues sent to you, the SAE, or other field employees, and work with the Operations team and your manager to coordinate resolution.

Key Responsibilities

• Own the service experience of customers at the field level by working with the Operations 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 relationships with internal partners in the Operations Service Team to manage customer service experience
• Support the SAE in facilitating resolution of all elevated customer service requests by working with the Operations Service Team and conducting customer consultations as required
• Facilitate customer meetings with the Operational Service Team regularly to assess trends and keep abreast of any escalating issues and service trends
• Train customers on umr.com and InfoPort Reporting, and expand customer expertise and reliance on online web tools to drive usage and adoption
• Maintain and provide customer information to the SAE on service trends, umr.com adoption, myHCE usage, wellness initiatives, and improvement opportunities, etc.
• Conduct meetings with customers to identify issues/trends and analyze root causes to determine corrective action steps
• Establish and maintain solid and appropriate relationships with customers to maintain persistency
• Establish and maintain Broker/Consultant relationships as needed, but primarily with customers
• Coordinate ordering of enrollment materials/directories for customers
• Coordinate resolution of pre-implementation service and eligibility issues with the Implementation department
• Coordinate implementation activities
• Conduct enrollment meetings and customer-sponsored health fairs for assigned customers (and as needed for multisite requests from other offices)
• 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

Essential Qualifications

• Insurance license as required by law, hold or obtain upon hire
• 2 years of work experience in a customer service role
• Experience which demonstrates the ability to work with employers, consumers, consultants, brokers
• Proficiency in Microsoft Word, PowerPoint, Excel

Preferred Qualifications

• 3 years of healthcare industry experience
• Proven ability to demonstrate superior presentation skills in both small and large group settings
• Proven ability to interface with and influence internal business partners through the use of excellent interpersonal skills
• Proven ability to navigate a complex organization to accomplish customer satisfaction
• Proven excellent oral and written communication skills

Competencies

• Self-motivated; maintains a high level of work quality, focuses on detail, and is dependable in meeting commitments and fulfilling obligations
• Builds 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
• Works effectively with others, 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

Career Growth Opportunities and Learning Benefits

At UnitedHealthcare, we are committed to helping our employees grow and develop in their careers. We offer a range of training and development programs, including leadership development, mentorship, and career advancement opportunities. Our employees have the opportunity to work on complex and challenging projects, and to develop their skills and expertise in a supportive and collaborative environment.

Work Environment and Company Culture

Our company culture is built on a foundation of integrity, compassion, and innovation. We are committed to creating a work environment that is inclusive, diverse, and respectful of all employees. We believe that our employees are our greatest asset, and we are committed to providing them with the support and resources they need to succeed.

Compensation, Perks, and Benefits

We offer a competitive salary range of $21.63 to $48.08 per hour, based on full-time employment. Our employees are also eligible to receive bonuses based on sales performance. In addition to their salary, our employees receive a comprehensive benefits package, including incentive and recognition programs, equity stock purchase, and 401k contribution. We also offer a range of perks and benefits, including flexible work arrangements, employee discounts, and access to wellness programs.

Conclusion

If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Field Account Manager, TPA - Indiana - Remote, you will have the opportunity to work with a talented team of professionals, to develop your skills and expertise, and to make a real difference in the lives of our customers. Don't miss out on this opportunity to join our team and to start building a rewarding and challenging career with UnitedHealthcare.

Apply now to take the first step towards an exciting and rewarding career with UnitedHealthcare. We look forward to hearing from you!