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TPA HSB Field Account Manager - Telecommute

Company: Unitedhealth Group
Location: San Jose
Posted on: November 26, 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 customers (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 customers total service experience. In this position, a major role will be to conduct training/education with customers on UMR Online 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 UMRs core wellness tools and resources, as well as communicating various administrative/service-related changes to the customer (ie; network or pharmacy preferred drug changes.) This position reports to the local field market VP/UMR Director of Account Management. The TPA Field Account Manager will generally handle a mix of customers, of all sizes.



In addition, this FAM will also work with HealthSCOPE Benefits SAEs to migrate HSB groups to the CPS/UMR platform.



Youll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.



Primary Responsibilities:





  • Own the service experience of customers at the field level by working with the Operations Service 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 Operations 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 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 service trends, umr.com adoption, wellness initiatives, and improvement opportunities, etc.

  • Conduct meetings with customers to identify issues/trends and analyze root causes to determine corrective action steps

  • 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 department

  • Coordinate implementation activities

  • 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 customer-specific industries

  • 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 must obtain upon hire)

  • 1+ years of health care industry experience

  • Experience which demonstrates the ability to work with others- employers, consumers, consultants, brokers, etc.

  • Proficiency in Microsoft Word, PowerPoint, Excel

  • Customer service and problem-solving skills

  • Ability to travel 25% of the time

  • Ability to interface with and influence internal business partners using excellent interpersonal skills

  • 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:





  • Bachelors degree

  • Ability to demonstrate superior presentation skills in both small and large group settings

  • Ability to navigate a complex organization to accomplish customer satisfaction







    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)



    Colorado, Connecticut or Nevada Residents Only: The hourly range for Colorado residents is $21.63 to $43.27. The hourly range for Connecticut / Nevada residents is $24.04 to $48.08. Role is also eligible to receive bonuses based on sales performance. Pay is based on several factors including but not limited to education, work experience, certifications, etc. 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.



    *All Telecommuters will be required to adhere to UnitedHealth Groups 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, San Jose , TPA HSB Field Account Manager - Telecommute, Executive , San Jose, California

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