Field Account Manager, KA - Charlotte or Raleigh, NC

Caring. Connecting. Growing Together.

The Key Accounts Field Account Manager is the "Field-based Service Owner" responsible for the customer's total service experience with UnitedHealthcare. This includes serving as the key liaison between the customer and the Central 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 any other field employee. They will work with the central team and escalate to leadership, as needed, to coordinate resolution. This position will not handle first-level service issues. The Key Accounts Field Account Manager will meet with customers at a minimum quarterly to review service-related statistics including ideas for improving or enhancing the customer's total service experience. In this position, the role will be responsible for training customers on UnitedHealthcare's programs and services such as UnitedHealthcare's core wellness tools and resources. They will also be responsible for communicating various administrative / service-related changes or updates to the customer (i.e. : network or pharmacy preferred drug changes.). The Key Account Field Account Manager will also be responsible for conducting open enrollment meetings or coordinating coverage of meetings, if they are not available. This position reports to the local field market Director of Account Management.

The KA Field Account Manager will generally handle a mix of small to mid-size, standard / non-standard customers (i.e. : Fully and ASO, under 1000 groups)

This position follows a hybrid schedule with three in-office days per week.

Primary Responsibilities :

• Own the service experience of customers at the field level by working with the Central 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 Centralized 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 Centralized Service Team, and conducting customer consultations as required
• Facilitate customer meetings with the Central Service Team regularly to assess trends and keep abreast of any escalating issues and service trends
• Maintain and provide customer information to the SAE / Analyst on service trends, myuhc.com adoption, eServices 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 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 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

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 :

Preferred Qualifications :

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 $21.63 to $48.08 per hour based on full-time employment. This role is also eligible to receive bonuses based on sales performance. We comply with all minimum wage laws as applicable.