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TPA Field Account Manager - Las Vegas, NV #7545173

Company: UnitedHealth Group Inc.

Date: 08/01/2020

City: Las Vegas, NV

Employment type: Full-time

UnitedHealthcare Employer & Individual is part of the family of companies that make UnitedHealth Group one of the leaders across most major segments of the US health care system.When you work with UnitedHealthcare Employer & Individual, what you do matters. It's that simple...and it's that challenging. In providing consumer-oriented health benefit plans to millions of people, our goal is to create higher quality care, lower costs and greater access to health care. Join us and you will be empowered to achieve new levels of excellence and make a profound and personal impact as you contribute to new innovations in a vital and complex system.


Regardless of your role at UnitedHealthcare Employer & Individual, the support you feel all around you will enable you to do what you do with energy, integrity, and confidence. So take the first step in what is sure to be a fast paced and highly diversified career. This is your life's best work.(sm)


The TPA Field Account Manager is the "field-based Service Owner" responsible for the customer's total service experience with UnitedHealthcare. This includes serving 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. They will address any escalated issues sent to them, the SAE, or other field employee. In this position, a major role will be to conduct training/education with customers on UHC eServices and other eTools as appropriate. The TPA Field Account Manager will also be responsible for conducting open enrollment meetings.


Primary Responsibilities:



  • Handle book of business assigned driving day to day customer satisfaction and maintaining a Promoter NPS Score
  • Facilitate customer's open enrollment process and/or health/benefit fair events, including coordination, attendance, and preparation and/or presentation of materials, as requested
  • Provide UMR-branded materials as needed for meetings, events or educational/training opportunities
  • Produce reports as requested by customers, brokers and SAE within standard report delivery timeframes
  • Analyze reports when received targeting areas for SAE review and attention – cost drivers, risk status, Care management performance and OptumRX cost drivers, etc.
  • Provide training support and UMR web demos as needed by the customer on services including Truven Health Analytics, on-line reporting tools, umr.com, myhce.com, online enrollment, etc.
  • NPS Customer Score of Promoter on all supported book of business
  • Work with and coordinate with the care management consultant as needed for wellness initiatives
  • Facilitate service performance reviews and/or recurring service issues meeting, including preparation of issues tracking log, maintained in Solaris, and ensuring preparation and attendance of appropriate UMR team members - target a minimum of 1 face-to-face meetings per year (of any type) or as directed
  • Take primary responsibility - "Quarterback"- for resolving all customer and broker service issues, keeping the SAE informed as well as the appropriate Claim Team owners; seeking overall SAE direction as required
  • Develop and maintain positive internal and external working relationships, especially with the claim customer specialist closely coordinating service improvements

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 as required by law or willing to be obtained


  • 3 years of work experience in a sales, account management, customer service or HR role; in the insurance industry preferred
  • Previous experience which demonstrates the ability to work with employers, consumers, consultants, brokers
  • Proficiency in Microsoft Word, PowerPoint, Excel and UHC eTools

Preferred Qualifications:



  • Bachelor's degree
  • Experience with healthcare data analytics

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)


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, Las Vegas, NV, Nevada, Insurance, Sales




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