TPA UMR Field Account Manager - Remote in California

Summary

UnitedHealth Group, through UnitedHealthcare, is focused on simplifying the health care experience and improving access to quality care. This role manages relationships and service delivery for self-funded and TPA clients, serving as the primary liaison between customers and UMR Operations while handling escalations, customer education, enrollment support, and implementation coordination.

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
• 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
• 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
• 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
• 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

Skills

• 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
• 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

Qualifications

Must Haves

• 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

Nice to Haves

• 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

Benefits

• You'll enjoy the flexibility to work remotely from anywhere within the state of California.
• A comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution
• Bonuses based on sales performance