Own the service experience of customers at the field level by working with the assigned team and other matrix partners as required to ensure issues are resolved promptly and accurately meeting the customers expectations Develop and maintain strong relationships with internal partners throughout UHG to manage the customer service experience Fully accountable for supporting the SAE in facilitating resolution of all elevated customer service requests by working with the assigned team, and conductin... more details
At UnitedHealthcare, were 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 Public Sector Field Account Manager is the 'field-based Service Owner' responsible for the customers experience with UnitedHealthcare. This includes serving as the key liaison between the customer and the assigned 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 Strategic Account Executive, or other field employee. They will work with the assigned team to coordinate resolution. The Public Sector Field Account Manager may meet with customers quarterly (or more often if requested) to review service-related statistics including ideas for improving or enhancing the customers total service experience. In this position, a major role will be to conduct training / education with customers on UHC eServices, eCR Reporting, and other eTools as appropriate. The Public Sector 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 UnitedHealthcares core wellness tools and resources, as well as communicating various administrative / service related changes to the customer (ie; network or pharmacy preferred drug changes).
Primary Responsibilities:
- Own the service experience of customers at the field level by working with the assigned team and other matrix partners as required to ensure issues are resolved promptly and accurately meeting the customers expectations
- Develop and maintain strong relationships with internal partners throughout UHG to manage the customer service experience
- Fully accountable for supporting the SAE in facilitating resolution of all elevated customer service requests by working with the assigned team, and conducting customer consultations as required
- Facilitate customer meetings with the assigned 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 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 strong and appropriate relationships with customers to maintain persistency
- 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 customers specific industry
- Perform other assignments and responsibilities as required by management
Youll 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 within 30 days
- Proficient in MS Word, PowerPoint, Excel and UHC eTools
- Experience which demonstrates the ability to work with employers, consumers, consultants, brokers
- 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
- Bilingual Spanish
Able to work hybrid from 5701 Katella Ave,Cypress, CA 90630. Willing to entertain Northern CA (2300 Clayton Road, Suite 1000, Concord, CA 94520) location
Preferred Qualifications:
- 2+ years of previous health care industry experience
- 2+ years of work experience in customer service role
- Analytical and problem solving skills
- Ability to navigate a complex organization to accomplish customer satisfaction
*All employees working remotely will be required to adhere to UnitedHealth Groups Telecommuter Policy
California Residents Only: The salary range for this role is $45,000 to $100,000 annually. Role is also eligible to receive bonuses based on sales performance. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, youll find a far-reaching choice of benefits and incentives.
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyoneof every race, gender, sexuality, age, location and incomedeserves 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.
