Senior Field Account Manager - Columbia, United States - UnitedHealth Group

Description

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.

The Key Account (KA), Senior Field Account Manager is the 'field-based Service Owner' responsible for the customer's (Benefit Manager) total service experience with UnitedHealthcare. 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.

If you reside in Northern Virginia, DC, or Columbia, MD, you will have the flexibility to work from home and the office in this hybrid role* as you take on some tough challenges.

Primary Responsibilities:

• Address any escalated issues sent to them, the SAE, or other field employee
• Work with the central team and their manager to coordinate resolution
• 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
• Conduct training/education with customers on UHC eServices, eCR Reporting, and other eTools as appropriate
• Responsible for conducting open enrollment meetings or coordinating coverage with other offices or a vendor if they are not available
• 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
• Reports to the local field market VP/Director of Account Management
• Will generally handle the largest and most complex customers (ie: ASO, 1,000+ groups)
• 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 Dir, Strategic Accounts.
• Accountability Through Matrix Management: Works effectively within the matrix, promoting trust and communications across the business segments; collaboratively builds strong relationships. Strong 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

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 willing to obtain upon hire
• 1+ years of experience which demonstrates the ability to work with employers, consumers, consultants, and brokers
• Knowledge of self-funded and complex benefit packages
• Proficiency in Microsoft Word, PowerPoint, Excel
• 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 advanced Analytical and problem-solving skills
• Travel for training or client meetings up to 10%
• Willing to work in office located in Columbia, MD

Preferred Qualifications:

• 5+ years of health care industry experience
• 4+ years of work experience in large customer account management customer service role
• Experience working with large consultant firms
• Proven ability to navigate a complex organization to accomplish customer satisfaction
• Proven excellent oral and written communication skills
• Proven solid team player

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

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.

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.