Field Account Manager, KA - Atlanta, GA

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The KA Field Account Manager is the 'Client Relationship Manager' responsible for providing proactive and strategic engagement with customers to further the relationship with United Healthcare. The role will be responsible for educating customers on their benefit plans, United Healthcare's core wellness tools and resources, and communicating various administrative/service-related changes to the customer (i.e., network or pharmacy preferred drug changes). A solid focus of this role will be training and educating on the United Healthcare tools and resources that are available to our United Healthcare customers and members.

The KA Field Account Manager will also be responsible for conducting open enrollment meetings, wellness fairs, lunch and learns along with coordinating coverage with other offices/vendors if they are not available. This role also includes facilitating the relationship between the customer and the Central Service team (CSO/DCSM) and providing education on the correct service escalation paths for our assigned employer groups and their employees.

This position reports to the local field market leader.

This is an office based role, 4 days per week.

Primary Responsibilities:

The KA Field Account Manager is accountable for client and member education as well as escalated service issues of small to mid-size, standard/non-standard customers. In this position, the KA Field Account Manager is responsible for the following:

• Coordinates, staffs, and conducts open enrollment meetings and wellness fairs
• Acts as a strategic partner and consultative resource to the customer, responsible for the customer's total service experience
• Deploys and trains customers on United Healthcare's core wellness tools and resources
• Meets with customers regularly to review service-related statistics including ideas for improving or enhancing the customer's experience
• Communicates administrative or service-related changes to the customer
• Reports and advises customers on the level of member engagement with wellness programs and other plan features
• 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, or other field employee
• Trains and educates customers on UHC eServices, eCR Reporting, and other eTools as appropriate
• Relationship Building:
  • Uses our CRM Solaris to create a strategic proactive engagement plan for their groups as appropriate
  • Develop and maintain solid customer and broker relationships, in person and telephonically
  • Partner with the SAE 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
  • Community involvement through professional organizations, associations and local organization
• 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, sharing new and innovative ideas, in support of the customer's total service experience
  • Monitor and track on-going performance, present and recommend solutions to the customer
  • Be able to…