Field Account Manager, KA - New York City, NY

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 KA Field Account Manager is the “Client Relationship Manager” responsible for providing proactive and strategic engagement with customers to further the relationship with UnitedHealthcare. The role will be responsible for educating customers on their benefit plans, UnitedHealthcare’s core wellness tools and resources, and communicating various administrative/service-related changes to the customer (i.e., network or pharmacy preferred drug changes). A solid focus of this role will be training and educating on the UnitedHealthcare tools and resources that are available to our UnitedHealthcare customers and members. The KA Field Account Manager will also be responsible for conducting open enrollment meetings, wellness fairs, lunch and learns along with coordinating coverage with other offices/vendors if they are not available. This role also includes facilitating the relationship between the customer and the Central Service team (CSO/DCSM) and providing education on the correct service escalation paths for our assigned employer groups and their employees. This position reports to the local field market leader.

Primary Responsibilities

The KA Field Account Manager is accountable for client and member education as well as escalated service issues of small to mid-size, standard/non-standard customers. In this position, the KA Field Account Manager is responsible for the following:

• Coordinates, staffs, and conducts open enrollment meetings and wellness fairs
• Acts as a strategic partner and consultative resource to the customer, responsible for the customer’s total service experience
• Deploys and trains customers on UnitedHealthcare’s core wellness tools and resources
• 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
• Reports and advises customers on the level of member engagement with wellness programs and other plan features
• Addresses and partners with the central sales support and matrixed teams to resolve any escalated issues sent to the Field Account
• Manager, the Strategic Account Executive, or other field employee
• Trains and educates customers on UHC eServices, eCR Reporting, and other eTools as appropriate
• Relationship Building:
• Uses our CRM Solaris to create a strategic proactive engagement plan for their groups as appropriate
• 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 UHG in the marketplace
• Community involvement through professional organizations, associations and local organization
• 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 and broker, 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
• Be able to successfully utilize digital tools and resources such as Webex, to remotely conduct customer meetings and presentations when appropriate
• 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
• Educate customers and promote UHC Tools and Resources
• Mission Critical Roles:
• Execute
• Work with Others
• Communicate
• Show Initiative
• Individual Contributor Practices:
• Self-Management
• Communicating with Others
• Collaborating
• Using Time and Resources Effectively
• Serving Customers

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 within 30 days of hire
• 2+ years of experience in managing customer relationships/customer service position
• Proven superior presentation skills in both small and large group setting
• Driver’s license and access to reliable transportation
• Ability to travel as required (approximately 25%25 locally)

Preferred Qualifications

• 3+ years of health care industry experience
• Bilingual in Spanish

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 $22.00 to $48.00 per hour based on full-time employment. 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.