Vacancy caducado!
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 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 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
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
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
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: Field Account Manager, TPA, customer service, management, Little Rock, Arkansas, AR
Vacancy caducado!