Full-Time Field Account Manager

Primary Responsibilities:

The SB Field Account Manager is accountable for client and member education as well as escalated service issues of small business customers. In this position, the SB Field Account Manager is responsible for the following:

• Seamlessly leverages technology to conduct open enrollment meetings and build awareness of wellness programs
• Successfully manages a large volume of cases and activity in a virtual environment
• Develops and maintains internal and external relationships virtually
• Independently and proactively acts as a consultative resource for the customer
• Acts as a strategic partner and consultative resource to the customer, responsible for the customer's total service experience
• Meets with customers as needed to review service-related statistics including ideas for improving or enhancing the customer's experience
• Communicates administrative or service-related changes to the customer
• Addresses and partners with the central sales support and matrixed teams to resolve any escalated issues sent to the Field Account
• Manager, the Strategic Account Executive/Renewal Account Executive, or other field employee
• Trains and educates customers on UHC eServices, eCR and other eTools as appropriate

Business Contextual Challenges:

• Relationship Building:
  • Develop and maintain solid customer and broker
  • Relationships virtually
  • Partner with the SAE/RAE and other Field Based Staff
  • Develop and maintain key internal relationships
  • Understand customer needs, where to prioritize efforts, and provide value-added consultation
  • Present a positive image of UHG in the marketplace
• Communication:
  • Proactively communicate with clients and provide updates on benefit and wellness program initiatives
  • Remain responsive and follow through on commitments both internally and externally
  • Act as a consultative resource and strategic partner to the customer and broker in support of the customer's total service experience
  • Must be able to successfully utilize digital tools and resources such as Teams and Webex, to remotely conduct customer meetings and presentations when appropriate
• Healthcare Knowledge:
  • Understand goals, health plan initiatives, operating principles, strategies and competitive position of UHC
  • Act as a trusted advisor through in-depth healthcare knowledge, understand important trends, and know your customer base
• Product Knowledge:
  • Clearly demonstrate the UHC value propositions for medicaland specialty programs (where applicable) to improve customer growth and retention
  • Educate customers and promote UHC Tools and Resources