TPA Field Account Manager - Hybrid in MN

Requisition Number: 2373371
At UnitedHealthcare, we're simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.
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.
The TPA 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 Operations 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 employees. They will work with the Operations team and their manager to coordinate resolution; this position will not handle first-level service issues as this is the responsibility of the Customer Specialist. The UMR 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 UMR Online Services, InfoPort Reporting, and other web tools as appropriate. The UMR 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 UMR's 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). The TPA Field Account Manager will generally handle a mix of small to mid-size TPA customers.
If you live near MN , you will enjoy the flexibility of a hybrid-remote role as you take on some tough challenges.
Primary Responsibilities:

• 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 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 department
• Coordinate implementation activities
• Conduct enrollment meetings and customer sponsored health fairs for assigned customers (and as needed for multi-site 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
• Customer service and problem-solving skills
• Ability to navigate a complex organization to accomplish customer satisfaction
• Ability to demonstrate superior presentation skills in both small and large group settings
• Ability to interface with and influence internal business partners with excellent interpersonal skills
• 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 relationship with internal partners in Operations 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 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. Expand customer expertise and reliance on online web tools to drive usage and adoption

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:

• High School Diploma/GED
• Insurance license as required by law OR the ability to obtain within 60 days upon hire
• 2+ years of experience which demonstrates the ability to work with others, i.e. employers, consumers, consultants, brokers, etc.
• Intermediate level of proficiency in Microsoft Word, PowerPoint, Excel
• Ability to travel at least 25%
• Access to reliable transportation and valid US driver's license

Preferred Qualifications:

• Bachelor's degree
• 3+ years of health care industry experience
• Experience working with service or operations

*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.
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 $22 - $48 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.
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