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We have modest goals: Improve the lives of others. Change the landscape of health care forever. Leave the world a better place than we found it. Such aspirations tend to attract a certain type of person. Crazy talented. Compassionate. Driven. To these individuals, we offer the global reach, resources and can-do culture of a Fortune 5 company. We provide an environment where you’re empowered to be your best. We encourage you to take risks and in return, offer a world of rewards and benefits for performance. Exceeding your limits is an exceptional start to your life's best work.SM


Just like you, we are driven by a set of fundamental principles that are guiding our way forward. Our values of integrity, compassion, relationships, innovation, and performance serve as a foundation to transform health care. Are you in? Learn more about your future at UnitedHealth Group at careers.unitedhealthgroup.com


Job Category:

Account Management



Approximate Salary:

Not Specified

Position Type:

Full Time

TPA Senior Field Account Manager - Charleston, WV

UHG - Charleston, West Virginia

Posted: 12/10/2018

The TPA Senior 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 UMR Operations 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 employee. They will work with the Operations team and/or their manager to coordinate resolution; this position will not handle first-level service issues- those should be handled by the Customer Specialist.
The Senior 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 Web/On Line Services, InfoPort Reporting, and other reports or tools as appropriate. The 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.)
Primary Responsibilities:
  • Own 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
  • Develop and maintain strong relationship with internal partners in the UMR 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 Team, and conducting customer consultations as required
  • Facilitate customer meetings with the Operations Team regularly to assess trends and keep abreast of any escalating issues and service trends
  • Train customers on Web Services and Reporting. Expand customer expertise and reliance on umr.com to drive usage and adoption
  • Maintain and provide customer information to the SAE on service trends, umr.com usage, InfoPort and other reporting usage, 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
  • 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 such as intent calls
  • 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 customers’ specific industry
  • Perform other assignments and responsibilities as required by management

Required Qualifications:

  • 2+ years’ work experience in customer service role
  • Previous experience which demonstrates the ability to work with employers, consumers, consultants, brokers
  • Ability to demonstrate superior presentation skills in both small and large group settings
  • Ability to interface with and influence internal business partners through the use of excellent interpersonal skills
  • Advanced Analytical and problem solving skills
  • Ability to navigate a complex organization to accomplish customer satisfaction
  • Proficiency in Microsoft Word, PowerPoint, Excel and UHC eTools
  • Insurance license as required by law
Preferred Qualifications:
  • Bachelor’s degree
  • 3+ years’ experience in health care industry
Soft Skills:
  • Excellent oral and written communication skills;
  • Strong team player
Careers at UnitedHealthcare Employer & Individual. We all want to make a difference with the work we do. Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You'll help write the next chapter in the history of health care. And you'll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is your life's best work.(sm)
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.
Keywords: customer service, management, Charleston, WV, West Virginia

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