TPA Field Account Manager - New Orleans, LA

Great sales are the result of strong purpose, conviction and pride - pride in your ability and your product. UnitedHealth Group offers a portfolio of products that are greatly improving the life of others. Bring along your passion and do your life's best work.(sm) 
 
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 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 customer’s total service experience. In this position, a major role will be to conduct training/education with customers on UMR On Line 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 UMR’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.) 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 small to mid-size TPA customers.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 customer’s 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, 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 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 multi-site 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

Required Qualifications:


High School Diploma / GED
2+ years work experience in customer service role
3+ years experience in Microsoft Word, PowerPoint, Excel and UHC eToolsPreferred Qualifications:

Bachelor’s Degree
3+ years previous Healthcare industry experience
Insurance license as required by law
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.
 
 
Job Keywords: benefits, account manager, sales, insurance, administration, New Orleans, LA, Louisiana