At UnitedHealthcare, we're simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and optimized. Ready to make a difference? Join us to start Caring. Connecting. Growing together
The Field Account Manager is the field-based service owner responsible for the customer's overall service experience with E&I UnitedHealthcare. This role serves as a key liaison between customers, brokers or consultants, the Strategic Account Executive or Account Executive, the Centralized Service Team, and other internal business partners. The Field Account Manager monitors and trends service issues, supports timely resolution of escalated needs, and proactively educates customers and their employees on the tools, programs, services, and resources available to them as UnitedHealthcare customers. A major focus of this role is driving customer education, engagement, adoption, and effective use of UnitedHealthcare digital tools, employer portals, member resources, wellness solutions, and service channels. The Field Account Manager also conducts open enrollment meetings, customer education sessions, and other engagement activities that help customers and members understand and use their benefits effectively.
This role is based in Milwaukee or De Pere, WI office with flexibility to work an office-based schedule, which is defined as four days onsite, and one day offsite per week.
Primary Responsibilities
- Own the field-level service experience by partnering with the Centralized Service Team and other matrix partners to ensure customer issues are resolved promptly, accurately, and in alignment with customer expectations
- Build and maintain solid relationships with internal service, operations, clinical, network, billing, eligibility, and account management partners to support consistent and effective customer experience
- Support the customer and/or brokers in resolving elevated customer service requests by coordinating research, facilitating customer consultations, and ensuring clear follow-through
- Facilitate regular customer partnership meetings to review issue trends, identify improvement opportunities, and keep customers informed of progress on open or recurring service needs
- Lead customer education and engagement efforts for UnitedHealthcare tools, services, and resources, including employer portals, myuhc.com, member self-service tools, digital ID cards, reporting capabilities, wellness resources, and other available solutions
- Drive adoption and effective use of UnitedHealthcare digital tools and service channels by providing training, best practices, usage guidance, and ongoing reinforcement to customers, brokers, and members as appropriate
- Maintain and share customer information related to service trends, issue resolution, portal adoption, myuhc engagement, wellness initiatives, education opportunities, and overall service improvement opportunities
- Participate in or support new business, finalist, renewal, and implementation presentations to represent the service experience or coordinate appropriate service-related partners to support the account team
- Establish and maintain solid customer relationships that support satisfaction, retention, and long-term partnership
- Build and maintain broker and consultant relationships as needed, with primary accountability for customer-facing service support and education
- Coordinate enrollment materials, directories, benefit education resources, and other customer-facing communications as appropriate
- Conduct open enrollment meetings, customer-sponsored health fairs, benefit education sessions, and multisite support meetings as needed
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
- Insurance license or willingness to obtain required license within 30 days of hire
- 2+ years of experience in sales, account management, customer service, implementation, health care, or a related customer-facing role
- Demonstrated solid oral and written communication skills with the ability to simplify complex information
- Proficiency with Microsoft Word, PowerPoint, Excel tools or demonstrated ability to quickly learn and teach technology-based resources
- Valid driver's license
- Willingness and ability to travel up to 25% +/- depending on business need
- Reside within commuting distance to/from Milwaukee or De Pere, WI
Preferred Qualifications
- Experience working with employers, consumers, consultants, brokers, or internal business partners to resolve service needs and support customer satisfaction
- Health insurance, health care, or employee benefits industry experience
- Knowledge of claims processing, eligibility, billing, service operations, or customer implementation processes
- Knowledge of specialty products, ancillary benefits, wellness programs, or member engagement solutions
- Demonstrated presentation and facilitation skills in both small and large group settings, including customer education and training sessions
- Demonstrated ability to influence and collaborate with internal business partners through solid interpersonal, problem-solving, and follow-through skills
- Demonstrated advanced analytical skills with the ability to identify service trends, root causes, and actionable improvement opportunities
- Demonstrated ability to navigate a complex organization to drive customer satisfaction and timely issue resolution
- Proven collaborative team player with a solid commitment to customer service, education, engagement, and continuous improvement
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $22 - $48 per hour based on full-time employment. This role is also eligible to receive bonuses based on sales performance. We comply with all minimum wage laws as applicable.
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.
UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.