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Field Account Manager - Third Party Administrator - Hybrid - Ohio

Company: UnitedHealth Group
Location: Miami
Posted on: September 24, 2022

Job Description:

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.(sm) 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 employee. 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 On Line 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 (ie; network or pharmacy preferred drug changes.) - The TPA Field Account Manager will generally handle a mix of small to mid-size TPA customers (under 1000 lives). If you are located in Ohio, you will have the flexibility to telecommute*, as well as work in the office as you take on some tough challenges. This role will be hybrid after training period. The current team works Mondays and Fridays from home and Tuesday, Wednesday Thursday in the office. - Primary Responsibilities:

  • Own the service experience of customers at the field level by workingwith 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 inOperations Service Team to manage customer service experience
  • Supporting the SAE in facilitating resolution of allelevated 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
  • Maintain and provide customer information to the SAE on servicetrends, umr.com adoption, myHCE usage, wellness initiatives, and improvement opportunities, etc.
  • Conduct meetings with customers to identify issues/trends and analyzeroot causes to determine corrective action steps
  • Establish and maintain solid and appropriate relationships withcustomers to maintain persistency
  • Establish and maintain Broker/Consultant relationship as needed, butprimarily with customer
  • Coordinate ordering of enrollment materials/directories for customers
  • Coordinate resolution of pre-implementation service and eligibilityissues with Implementation department
  • Coordinate implementation activities
  • Conduct enrollment meetings and customer sponsored health fairs forassigned customers (and as needed for multisite requests from other offices)
  • Demonstrate a high level of healthcare industry knowledge as well asthe customer's specific industry
  • Perform other assignments and responsibilities as required bymanagement 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:
    • 2+ years work experience in customer service role
    • Experience which demonstrates the ability to work with employers, consumers, consultants, brokers
    • Proficiency in Microsoft Word, PowerPoint, Excel and UHC eTools
    • Insurance license as required by law
    • Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation Preferred Qualifications:
      • Bachelor's degree -
      • 3+ years health care industry experience -
      • Excellent oral and written communication skills
      • 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
      • Solid team player Competencies and Best Practice for High
        • 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 SAE.
        • Accountability Through Matrix Management: Works effectively within the matrix, 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. To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment 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) *All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy. 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: UnitedHealth Group, Miami , Field Account Manager - Third Party Administrator - Hybrid - Ohio, Executive , Miami, Florida

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