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Job Details
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 equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together. The Public Sector Field Account Manager is the 'field-based Service Owner' responsible for the customer’s experience with UnitedHealthcare. This includes serving as the key liaison between the customer and the assigned 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 Strategic Account Executive, or other field employee. They will work with the assigned team to coordinate resolution. The Public Sector Field Account Manager may 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 UHC eServices, eCR Reporting, and other eTools as appropriate. The Public Sector 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 UnitedHealthcare’s core wellness tools and resources, as well as communicating various administrative / service related changes to the customer (ie; network or pharmacy preferred drug changes). Primary Responsibilities:
- Own the service experience of customers at the field level by working with the assigned team and other matrix partners as required to ensure issues are resolved promptly and accurately meeting the customer’s expectations
- Develop and maintain strong relationships with internal partners throughout UHG to manage the customer service experience
- Fully accountable for supporting the SAE in facilitating resolution of all elevated customer service requests by working with the assigned team, and conducting customer consultations as required
- Facilitate customer meetings with the assigned team regularly to assess trends and keep abreast of any escalating issues and service trends
- Train customers on eServices and eCR Reporting. Expand customer expertise and reliance on eTools to drive usage and adoption
- Maintain and provide customer information to the SAE on service trends, myuhc adoption, eServices adoption, eCR adoption, 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
- Coordinate ordering of enrollment materials / directories for customers
- Coordinate resolution of pre-implementation service and eligibility issues with Implementation Management Organization
- Coordinate implementation activities such as processing transitional care cases
- Conduct enrollment meetings and customer sponsored health fairs for assigned customers (and as needed for multisite requests from other offices)
- Coordinate and deliver billing reconciliations to customers (Quarterly, Annually, or as appropriate for the customer type / size)
- 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
- Insurance License as required by law or willingness to obtain within 30 days
- Proficient in MS Word, PowerPoint, Excel and UHC eTools
- Experience which demonstrates the ability to work with employers, consumers, consultants, brokers
- Proven ability to demonstrate superior presentation skills in both small and large group settings
- Proven ability to interface with and influence internal business partners through the use of excellent interpersonal skills
- Able to work hybrid from 5701 Katella Ave, Cypress, CA 90630. Willing to entertain Northern CA (2300 Clayton Road, Suite 1000, Concord, CA 94520) location
- 2+ years of previous health care industry experience
- 2+ years of work experience in customer service role
- Analytical and problem solving skills
- Ability to navigate a complex organization to accomplish customer satisfaction
- Bilingual Spanish
About the Company
UnitedHealth Group
Minnetonka, MN, United States
UnitedHealth Group is a health care and well-being company that’s dedicated to improving the health outcomes of millions worldwide. We are... Read more