Job Summary:
Manage business processes that support achieving and maintaining optimal business position in order to sustain and grow membership. Provide support to group Account Management client servicing functions and preparation of information to existing accounts to ensure deadlines are met and a timely response given to inquiries. Create sales opportunities through targeted external customer facing enrollment activities, effective relationships with brokers/consultants and front line benefit contacts, to increase membership, build support for KP, and enhance group customer loyalty and retention. Monitor and maintain data integrity within sales systems, accounts and book of business in order to improve external communication, sales performance, and book of business management.
Essential Responsibilities:
- Track, monitor and ensure that contracts, pricing and membership accounting have accurate information and implement the negotiated terms of final renewal with focus on large, high visbility or tactically important accounts.
- Lead and manage the process of resolving sensitive employer-initiated concerns in order to build purchaser loyalty and retain membership.
- Drive the RFP response process end to end.
- Through ongoing account contacts, identify situations that may signal opportunities for growth and alert account manager.
- Utilize information deduced from account relationship to inform open enrollment specialist/strategist about potential enrollment opportunities.
- Identify and report trends and/or systematic issues within a book-of-business as they become apparent and provide solutions and possible opportunities for growth.
- Participate in Account Strategy sessions and works on large, high visbility, or tactically important targeted accounts in conjunction with the Account Manager.
- Act as the primary point of contact for group customer contacts as related to contracts, benefits, rates or renewal activities.
- Monitor payment and eligibility practices of national customers to proactively identify financial performance.
- Build strong customer commitment and support by engaging customers through outreach to collect feedback to ensure successful resolution and gain feedback for ongoing process improvement.
- Identify and resolve interregional and/or cross-functional problems or issues and communicate and document all customer issues to regions and applicable parties.
- Collect specific business information and competitive data required for account strategies by established deadlines.
- Ensure accurate and complete data is entered into correct business applications.
- Review data and alert account manager to outliers or potential problems.
- Create customized presentations and reports to support broker/consultant, customer needs and account strategy.
- Recommend any 365 opportunities identified through data reports.
- May provide leadership to the team: Leads other team members and ensures that weekly reports and deadlines are met according to established guidelines. Coach and train team members as needed. Build and maintain positive working relationships within the team, department and organization. Provide input into the recruitment, hiring, coaching, mentoring and monitoring of employees.
- If National/Strategic:
- Develop and execute 365 employee engagement and open enrollment plans with regional partners.
- Manage resolution of customer and member service issues with the regional teams.
- Lead and/or collaborate in the coordination cross regional growth opportunities.
- Participate in interregional account teams to coordinate renewals and ensure creation of a single uniform presentation.
Minimum Qualifications:
- Minimum six (6) years experience in sales, telemarketing, customer service in an office setting, claims, or marketing.
- Minimum three (3) years experience of the above in sales, account management or health plan administration in the health care industry.
- Bachelors degree in marketing, finance, business administration or related degree OR four (4) years of experience in a directly related field.
- High School Diploma or General Education Development (GED) required.
PrimaryLocation : California,Santa Fe Springs,Tri-Central Administration
HoursPerWeek : 40
Shift : Day
Workdays : Mon, Tue, Wed, Thu, Fri
WorkingHoursStart : 08:00 AM
WorkingHoursEnd : 05:00 PM
Job Schedule : Full-time
Job Type : Standard
Employee Status : Regular
Employee Group/Union Affiliation : NUE-PO-01|NUE|Non Union Employee
Job Level : Individual Contributor
Job Category : Sales and Marketing,Sales & Marketing
Department : Tri-Central Admin Offices - Grp Reltn-Area Account Mgmt - 0308
Travel : Yes, 10 % of the Time
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.
