Field Account Manager, TPA - Chicago, IL

UnitedHealth Group; Chicago (IL); Hybrid; USD 30,000 - 66,000; Full time

Job summary

UnitedHealth Group is seeking a customer-focused professional to support enterprise client service initiatives in Illinois. You will maintain customer information, analyze trends, and coordinate enrollment materials while solving complex issues with a multi-team approach.

The role requires 2+ years of customer service experience and 1+ year in health care insurance, with travel at least 25%. A valid license and potential insurance certification may be required upon hire.

Qualifications

• 2+ years of Customer service experience
• 1+ years of health care insurance industry experience
• Travel at least 25%
• Driver's License and access to reliable transportation
• Insurance license as required by law (or must obtain upon hire)
• 3+ years of health care industry experience
• TPA experience

Responsibilities

• Maintain and provide customer information to the SAE on service trends, umr.com adoption, myHCE usage, wellness initiatives, and improvement opportunities
• Conduct meetings with customers to identify issues/trends and analyze root causes to determine corrective action steps
• Establish and maintain solid 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
• Demonstrate a high level of healthcare industry knowledge as well as the customer's specific industry
• Perform other assignments and responsibilities as required by management
• Customer service and problem-solving skills
• Ability to navigate a complex organization to accomplish customer satisfaction
• 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
• 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 customer's expectations
• Develop and maintain solid 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

Skills

Customer service

Communication

Job description

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 to start Caring. Connecting. Growing together

Primary Responsibilities:

• Maintain and provide customer information to the SAE on service trends, umr.com adoption, myHCE usage, 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 solid 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's specific industry
• Perform other assignments and responsibilities as required by management
• Customer service and problem-solving skills
• Ability to navigate a complex organization to accomplish customer satisfaction
• 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
• 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 customer's expectations
• Develop and maintain solid 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
  

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 of Customer service experience which demonstrates the ability to work with others, ie employers, consumers, consultants, brokers, etc.
• 1+ years of health care insurance industry experience
• Travel at least 25%
• Driver's License and access to reliable transportation
  

Required Qualifications:

• Insurance license as required by law (or must obtain upon hire)
• 3+ years of health care industry experience
• TPA experience
  

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 make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

UnitedHealth Group is 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 is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.