TPA UMR Field Account Manager - Remote in California

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 serves as both the primary client relationship manager and field-based service owner for assigned self-funded and TPA clients. This role is responsible for delivering a proactive, strategic customer experience while fostering solid relationships with customers, brokers, consultants, and internal business partners.

As a trusted advisor, the Field Account Manager educates customers on their benefit plans, UMR resources, reporting tools, wellness programs, and administrative changes while ensuring exceptional service delivery. The role serves as the primary liaison between customers and UMR Operations, partnering with Strategic Account Executives (SAEs), Operations Service Management (OSM), Implementation, and other matrixed teams to resolve escalated service issues and improve the overall customer experience.

The successful candidate will combine relationship management, service excellence, customer education, and consultative account management to drive customer satisfaction, engagement, retention, and long-term growth.

You'll enjoy the flexibility to work remotely * from anywhere within the state of California as you take on some tough challenges.

Primary Responsibilities:

• Own the overall customer service experience for assigned TPA and self-funded clients
• Serve as the primary field-based liaison between customers and UMR Operations
• Act as a strategic partner and consultative resource to customers, responsible for their total service experience
• Establish and maintain solid relationships with customers, brokers, consultants, and internal business partners
• Support customer retention and persistency efforts through proactive engagement and relationship management
• Meet regularly with customers to review service performance, identify opportunities for improvement, and strengthen the partnership

Service Oversight & Escalations Management 

• Escalate, monitor, and drive resolution of complex service and operational issues
• Partner closely with Strategic Account Executives (SAEs), Operations, Implementation, Customer Service, and other internal teams to ensure prompt and accurate issue resolution
• Address escalated issues submitted by customers, employees, brokers, consultants, and field partners
• Conduct quarterly service reviews and identify opportunities to improve overall customer satisfaction
• Analyze service trends, identify root causes, and recommend corrective actions
• Facilitate meetings with customers and operations teams to review trends, service performance, and emerging concerns

Customer Education & Training

• Train customers and members on: 
  • UMR Online Services
  • InfoPort Reporting
  • Administrative updates and benefit-related changes
  • Member engagement tools and resources
• Promote adoption and utilization of UMR digital tools and reporting platforms
• Educate customers on the appropriate service escalation process and available support resources
• Communicate network, pharmacy, administrative, and service-related updates

Enrollment, Wellness & Customer Events

• Coordinate, facilitate, and conduct open enrollment meetings
• Organize and participate in health fairs, wellness fairs, lunch-and-learn sessions, and other customer engagement events
• Coordinate support from other offices or vendors when additional coverage is required
• Assist in obtaining and distributing enrollment and educational materials

Implementation Support

• Support implementations and pre-implementation issue resolution
• Coordinate with implementation teams to address eligibility and service-related concerns
• Ensure a seamless customer experience throughout implementation and ongoing account management activities

Core Competencies

A successful candidate will demonstrate:

• Client Relationship Management
• Healthcare and TPA Knowledge
• Service Recovery and Escalation Management
• Account Management
• Customer Presentations and Training
• Cross-Functional Leadership
• Problem Solving and Root Cause Analysis
• Strategic and Consultative Thinking
• Communication and Influence Skills
• Customer Retention and Persistency Management
• Analytical and Reporting Capabilities
• Customer Education and Engagement

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 required by state law or ability to obtain within 30 days of hire
• 2+ years of insurance industry experience in sales, account management, customer service, or related client-facing roles
• Experience managing relationships with employers, brokers, consultants, consumers, and members
• Demonstrated excellent verbal and written communication skills
• Strong presentation and facilitation skills in both small and large group settings
• Proven ability to communicate, collaborate, and influence internal and external stakeholders
• Advanced analytical, critical-thinking, and problem-solving skills
• Proficiency with Microsoft Office and virtual productivity tools
• Valid driver's license
• Willing and able to travel 25% +/- depending on business need
• Reside in California

Preferred Qualifications:

• Experience servicing TPA or self-funded employer groups
• 3+ years of healthcare, employee benefits, insurance, or health plan administration experience
• Insurance brokerage, consulting, or medical benefits experience
• Experience working directly with employers, consumers, consultants, and brokers
• Knowledge of benefit administration, wellness initiatives, member engagement, and healthcare industry trends

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

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 $22.00 to $48.00 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.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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.