Field Account Manager, Mid-Market - Tempe, AZ

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The Field Account Manager for Mid-Market is the field-based service owner, responsible for the customer's total service experience with United Healthcare. This includes customers in the 51-99 employee/member range. The role of the Mid-Market Field Account Manager encompasses sales to new, fully and Level-funded clients, with indirect responsibility for the retention of existing accounts. Serves 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.

Overall, the Field Account manager will strive to provide the customer with an exceptional service experience, resulting in a positive Net Promoter Score (NPS). This position reports to the local field market Manager of Account Management.

Hybrid
* position location is Phoenix, Arizona, managing accounts in both Arizona and New Mexico. You will have the flexibility to work from home with expected average of 2-3 days in the office as you take on some rewarding challenges.

• Acts as a strategic partner and consultative resource to the customer, broker and GA, responsible for the customer's overall service experience
• Conduct welcome calls to new clients (Face-to-face, telephonic, email)
• 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
• Deploys and trains customers on United Healthcare's core wellness tools and resources
• Reports and advises customers on the level of member engagement with wellness programs and other plan features
• Educate and re‑direct brokers and GAs on service model and proper contact channels for issue resolution
• Addresses and partners with the central sales support and matrixed teams to resolve any escalated issues sent to Dedicated Client Service Manager, or other field employee
• Coordinates, staff, and conduct open enrollment meetings and wellness fairs
• Trains and educates customers on UHC eServices, eCR Reporting, and other eTools as appropriate
• Maintain and provide customer information to the Strategic Account Executive on service trends,  adoption, eServices adoption, wellness initiatives, and improvement opportunities, etc.

Relationship Building:

• Develop and maintain strong 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 UHC in the marketplace
• Community involvement through professional organizations, associations and local organizations

• 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, broker, and GA sharing new and innovative ideas, in support of the customer's total service experience
• Monitor and track ongoing performance, present and recommend solutions to the customer.

• 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

• Clearly demonstrate the UHC value propositions for medical and specialty programs (where applicable) to improve customer growth and retention.
• Effectively execute and run wellness programs (e.g., Real Appeal, UHC Rewards, Quit4
  
  Life, Level2, etc.)
• Educate customers and promote…