Field Account Manager, Small Business - Telecommute in Chicago, IL

Careers at UnitedHealth Group

We're creating opportunities in every corner of the health care marketplace to improve lives while we're building careers. At UnitedHealth Group, we support you with the latest tools, advanced training and the combined strength of high caliber co-workers who share your passion, your energy and your commitment to quality. Join us and start doing your life's best work. SM

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Compassion. It's the starting point for health care providers like you and it's what drives us every day as we put our exceptional skills together with a real feeling of caring for others. This is a place where your impact goes beyond providing care one patient at a time. Because here, every day, you're also providing leadership and contributing in ways that can affect millions for years to come. Ready for a new path? Learn more, and start doing your life's best work. SM

Our teams are helping people from around the world. We can bring out your best as you put your listening, analytical and problem solving skills to work in a setting that is geared to helping improve lives and enhance health care for millions. Here, you'll discover a wealth of pathways for professional growth within Customer Service, Billing, Claims, Enrollment & Eligibility and across our global economy. Join us and find out why this is the place to do your life's best work. SM

UnitedHealthcare is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work.(sm)

The SB Field Account Manager is the "Field-Based Service Owner" responsible for the distribution partner and customer's total service experience with UnitedHealthcare.

The principal focus is to serve as the key liaison between the customer and the broker / employer service organization, monitoring service issue resolution and educating customers and their employees.

If you are located in Chicago, IL, you will have the flexibility to telecommute* as you take on some tough challenges.

Primary Responsibilities:
  • Lead, direct and conduct enrollment / benefit meetings and health fairs for assigned business
  • Educate and consult with employers on enrollment, benefits, value-added programs, and electronic service processes
  • Expand customer expertise and reliance on eTools to drive usage and adoption
  • Maintain and provide customer information to the Strategic Account Executive 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
  • Maintain current level of health care market trends, industry developments, and changes in legislation
  • Conduct Welcome Calls to new clients (Face-to-Face / Telephonic / Email)
  • Education / Training of agents / clients on new product launches and service initiatives
  • Receive, triage, and route escalated broker issues to proper internal team for resolution
  • Collaborate with dedicated functional experts to resolve issues quickly and effectively
  • Identify root causes of systemic service issues impacting brokers and customers
  • Resolve pre-implementation service issues
  • Build and sustain positive relationships with brokers / consultants through direct and indirect communication
  • Educate / train brokers and GAs on service model and proper contact channels for issue resolution
  • Submit claims exception requests through the appropriate service channels
  • Request or run ad hoc reports to research a service issue or claim
  • Subject matter expert for electronic services, customer benefits and wellness, and internal processes
  • Support HRA issue resolution
  • Provide utilization reports to the Strategic Account Executive in support of customer renewals
  • Request/run misc. reports as required (example: Myuhc.com, Real Appeal)
  • Audit plan change once confirmation is completed by the Strategic Account Executive
  • Drive survey adoption to promote high level of Net Promoter Scores from Brokers and Employers
  • 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:
  • Bachelor's degree or an equivalent combination of education and experience
  • Hold or obtain an Insurance license as required by law
  • Experience which demonstrates the ability to work with external constituents
  • Proficiency in Microsoft Office Suite, ability to learn internal technology tools / systems
  • Able to maintain a valid driver's license

Preferred Qualifications:
  • Health care industry experience
  • 3+ years of Account Management or equivalent experience
  • Ability to demonstrate effective presentation skills
  • Ability to interface with and influence internal business partners using excellent interpersonal skills
  • Ability to navigate a complex organization to accomplish customer satisfaction


UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.

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)

*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy

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: Field Account Manager, Conversion, Account Management, Sales, Insurance, Telecommute, Telecommuting, Telecommuter, Work From Home, Work At Home, Remote, Chicago, IL, Illinois

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