Note: Work location is remote (e.g. home address), per Kaiser Permanente-s Authorized States Policy - Employees may be required to travel to a Kaiser Permanente or customer sites. Residency required in the primary location: 711 Kapiolani Blvd., Honolulu, Hawaii 96813
Job Summary:
In addition to the responsibilities listed below, this position is also responsible for developing and implementing moderately complex competitive sales and retention strategies for Multi-State accounts; providing a positive experience to customers with Multi-State accounts independently; facilitating change management for new tools and capabilities and providing expertise to support rollout; facilitating collaboration within teams to support customer needs for Multi-State accounts; executing sales and renewals for Multi-State accounts independently; and meeting moderately challenging goals for sales and retention of Multi-State accounts.
Essential Responsibilities:
Promotes learning in others by proactively providing and/or developing information, resources, advice, and expertise with coworkers and members; builds relationships with cross-functional/external stakeholders and customers. Listens to, seeks, and addresses performance feedback; proactively provides actionable feedback to others and to managers. Pursues self-development; creates and executes plans to capitalize on strengths and develop weaknesses; leads by influencing others through technical explanations and examples and provides options and recommendations. Adopts new responsibilities; adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work; champions change and helps others adapt to new tasks and processes. Facilitates team collaboration to support a business outcome.
Completes work assignments autonomously and supports business-specific projects by applying expertise in subject area and business knowledge to generate creative solutions; encourages team members to adapt to and follow all procedures and policies. Collaborates cross-functionally and/or externally to achieve effective business decisions; provides recommendations and solves complex problems; escalates high-priority issues or risks, as appropriate; monitors progress and results. Supports the development of work plans to meet business priorities and deadlines; identifies resources to accomplish priorities and deadlines. Identifies, speaks up, and capitalizes on improvement opportunities across teams; uses influence to guide others and engages stakeholders to achieve appropriate solutions.
Ensures a positive customer experience within market turnaround expectations by: building and maintaining strategic relationships with customers, consultants, brokers, and/or channels while acting as the KP representative to facilitate contract, benefit/service, and renewal activities; demonstrating advanced product knowledge when educating customers, consultants, brokers, and/or channel partners, resolving complex questions or concerns; demonstrating an advanced understanding of prospect or customer business to ensure that Request for Renewal (RFR) response and engagement strategies are in alignment with customer goals; partnering with engagement team/specialist to monitor engagement programs (e.g., member wellness) independently; and providing accurate information including advanced recommendations for new products, benefits/services offerings, and pricing models to address customer, consultant, broker, and/or channel needs independently.
Demonstrates commitment to KP sales and retention goals by: implementing moderately complex strategies to meet or exceed targets for retention and growth for accounts in the Book of Business; documenting progress on Key Performance Indicators (KPIs) and maintaining updated Customer Relationship Management (CRM) platform independently; and facilitating the sustained growth and competitive position of KP in the market.
Contributes to the execution of sales and renewals by: collaborating across teams to complete the RFR process for moderately complex accounts, following established timelines and best practices; facilitating moderately complex sales and renewals including administration, negotiations, and presentations and rate product and benefit/service validation; coordinating tasks across teams to ensure that contracts, pricing, and membership accounting implement the negotiated terms for sales and renewals; and creating and capitalizing on cross-sell and upsell opportunities to increase growth and retention.
Knowledge, Skills and Abilities: (Core)
Ambiguity/Uncertainty Management
Attention to Detail
Business Knowledge
Communication
Critical Thinking
Cross-Group Collaboration
Decision Making
Dependability
Diversity, Equity, and Inclusion Support
Drives Results
Facilitation Skills
Health Care Industry
Influencing Others
Integrity
Learning Agility
Organizational Savvy
Problem Solving
Short- and Long-term Learning & Recall
Teamwork
Topic-Specific Communication
Knowledge, Skills and Abilities: (Functional)
Benefits/Services
Benefits/Services Presentations
Brand Strategy
Change Management
Customer Data
Customer Experience
Goal Setting
Market Research
Member Service
Negotiation
Persuasion
Sales Opportunity Orchestration
Sales/Partnership Strategy and Techniques
Underwriting
Minimum Qualifications:
Minimum one (1) year of experience in a leadership role with or without direct reports.
Bachelors degree in Marketing, Finance, Business Administration, or related field AND minimum four (4) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field OR minimum seven (7) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field.
Disability Insurance License (Washington) within 3 months of hire
Accident and Health or Sickness Insurance License (Hawaii) within 3 months of hire
Accident, Health or Sickness Insurance License (District of Columbia) within 3 months of hire
Health Insurance License (Virginia) within 3 months of hire
Health Insurance License (Maryland) within 3 months of hire
Accident and Health Insurance License (California) within 3 months of hire
Accident and Sickness Insurance License (Georgia) within 3 months of hire
Health Insurance License (Oregon) within 3 months of hire
Accident and Health Insurance License (Colorado) within 3 months of hire
Preferred Qualifications:
Two (2) years of experience managing multi-state accounts.
Three (3) years of experience in group health care benefits sales, account management, and/or implementation, or a directly related field.
COMPANY: KAISER
TITLE: Account Manager IV, Multi-State
LOCATION: Honolulu, Hawaii
REQNUMBER: 1432517
External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.
