Field Account Manager, Mid-Market - Boston, MA

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 optimized. Ready to make a difference? Join us in making healthcare work better for everyone through people-led, responsible AI while Caring. Connecting. Growing together.

The Field Account Manager for Mid-Market is the field-based service owner, responsible for the customer’s total service experience with UnitedHealthcare. This includes customers in the 51-99 employee/member range. The role of the Mid-Market Field Account Manager encompasses sales to new, fully and Level-funded clients, with indirect responsibility for the retention of existing accounts. Serves 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. Overall, the Field Account manager will strive to provide the customer with an exceptional service experience, resulting in a positive Net Promoter Score (NPS). This position reports to the local field market Manager of Account Management.

Primary Responsibilities

The Mid-Market Field Account Manager is accountable for the field-based service of customers with 51-99 members. In this position, the Mid-Market Field Account Manager is responsible for the following:

• Acts as a strategic partner and consultative resource to the customer, broker and GA, responsible for the customer’s overall service experience
• Conduct welcome calls to new clients (Face-to-face, telephonic, email)
• Meets with customers regularly to review service-related statistics including ideas for improving or enhancing the customer’s experience
• Communicates administrative or service-related changes to the customer
• Deploys and trains customers on UnitedHealthcare’s core wellness tools and resources
• Reports and advises customers on the level of member engagement with wellness programs and other plan features
• Educate and re-direct brokers and GAs on service model and proper contact channels for issue resolution
• Addresses and partners with the central sales support and matrixed teams to resolve any escalated issues sent to Dedicated Client Service Manager, or other field employee
• Coordinates, staff, and conduct open enrollment meetings and wellness fairs
• Trains and educates customers on UHC eServices, eCR Reporting, and other eTools as appropriate
• Maintain and provide customer information to the Strategic Account Excecutive on service trends, myuh.com adoption, eServices adoption, wellness initiatives, and improvement opportunities, etc.

Relationship Building

• Develop and maintain solid customer and broker relationships, in person and telephonically
• Partner with the SAE and other Field Based Staff
• Develop and maintain key internal relationships
• Understand customer needs, where to prioritize efforts, and provide value-added consultation
• Present a positive image of UHC in the marketplace
• Community involvement through professional organizations, associations and local organizations

Communication

• Proactively communicate with clients and provide updates on benefit and wellness program initiatives
• Remain responsive and follow through on commitments both internally and externally
• Act as a consultative resource and strategic partner to the customer, broker, and GA sharing new and innovative ideas, in support of the customer’s total service experience
• Monitor and track on-going performance, present and recommend solutions to the customer.

Healthcare Knowledge

• Understand goals, health plan initiatives, operating principles, strategies and competitive position of UHC
• Act as a trusted advisor through in-depth healthcare knowledge, understand important trends, and know your customer base

Product Knowledge

• Clearly demonstrate the UHC value propositions for medical and specialty programs (where applicable) to improve customer growth and retention.
• Effectively execute and run wellness programs (e.g., Real Appeal, UHC Rewards, Quit4Life, Level2, etc.)
• Educate customers and promote UHC Tools and Resources

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 willingness to obtain upon hire. License must be obtained within 30 days
• 2+ years of experience in managing customer relationships
• Demonstrated superior presentation skills in both small and large group settings
• Driver’s License and access to a reliable transportation

Preferred Qualifications

• 3+ years of health care industry, insurance or broker experience
• Human Resources or Medical Benefits experience
• Proven ability to work with external customers such as employers, consumers, consultants, and brokers

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 help make the health system work better for everyone. Together, we are shaping the future of healthcare by harnessing technology and innovation to make care simpler to navigate, more affordable and more connected for the people we serve. We are committed to creating an inclusive workplace where everyone feels welcomed, valued, heard and respected, empowering people to bring their authentic selves to work and strengthening our collective impact through diverse talents, backgrounds, experiences and perspectives.

UnitedHealth Group and its affiliated brands are 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 and its affiliated brands are a drug-free workplace. Candidates are required to pass a drug test before beginning employment.