This is a new leadership position that will oversee the statewide Field Account Manager (FAM) team, including the UnitedHealthcare, UMR and Specialty. We are essentially creating a shared services team for the Ohio Health Plan through this leader and their team. This role will report directly to the CEO with dotted-line accountability to the Executive Directors (ED) and their respective Directors of Account Management (DAM). Initially this DAM will be much more internally focused, evolving towards a more balanced internal / external focus.
This role will enhance our health plan results by providing focused leadership to our FAM team in the following areas: improving NPS efforts, training and development, innovating and creating efficient new ways that we can interact with our customers and members, while fostering the implementation of best practices across the markets.
The biggest challenge will be engaging the team to understand how what they are doing today needs to evolve and adapt to support our business going forward. This will require an evaluation and inventory of what is happening, while working with the extended leadership team to match this against the priorities of the broader business plan. The goal is to develop a more systematic approach that includes clear expectations for the FAMs and creates an environment where best practices can be shared and replicated. The DAM will define and manage by these objectives (MBOs), reporting results on a regular basis to the extended leadership team.
AREAS OF FOCUS:
- Net Promoter Score (NPS)
- Owns NPS for the Ohio Health Plan
- Works to improve participation by segment to ensure results represent majority of those surveyed
- Provides feedback to respective leaders on their segment performance and engage other roles as appropriate
- Develop action plans with appropriate leaders to ensure FAMs and other roles work to execute and improve results
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Internal Operations
- Work with shared services partners to ensure appropriate support of the Ohio Health Plan (i.e. DCSMs), routing appropriate issues through these channels will their accountability for follow through
- Staffing and workload balancing for team members, including geographic efficiencies
- Root-cause identification and analysis, with systematic changes to enable highest performance
- Innovate new ways to be more effective and efficient (i.e. eServices workshops/webexs and APEX)
- Create consistency through best practices
- Establish and oversee escalation process for exceptions, including routing list and sign-offs
- Work collaboratively with other leaders on escalated service issues to facilitate prompt resolution
- Use MBOs to set evaluation expectations for FAMs (i.e. APEX participation)
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Enterprise Health Care Value (EHCV)
- Primary focus of this team is using a mindset of engaging and connecting members to appropriate resources that can improve care and quality, ultimately lowering costs
- Create connection to our affordability and EHCV plans, implementing those things that they can influence through engagement with the members
- FAMs are the 1st line in executing with the members, 2nd line in executing with the customers in collaboration with the SAEs
- Understand and sell the value of programing like OCM, ENRP, site of care, etcâŚ
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Training
- Identify opportunities and gaps that need closed to position FAM team with skills to excel in their roles by being well-versed in our value story and capable of executing our client business plans
- Focus on technical knowledge and situational effectiveness communicating this information, including presentation development and communication skills (i.e. open enrollment meetings)
- Fluent in high value and unique capabilities, including digital member experience and affordability programs
- Improve proficiency in service and wellness reporting
- Work on own personal development, including segment/platform capabilities and leadership skills
PRIORITIES (in order of importance):
- Culture and team development
- Impacting affordability
- Service and satisfaction
- Managing internal and external stakeholders
Youâll 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:
- Bachelor’s Degree or Equivalent in Related Field
- 5+ years in a sales arena within the health insurance industry, 3 of those years must have been managing a sales/retention team
- Demonstrated success dealing with brokers/consultants with a proven track record of meeting goals/target
- Sales Insurance License Maintained by Law
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: UMR Director of Account Management , Cleveland, OH, Cincinnati, OH, Columbus, OH, Ohio
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