What are the responsibilities and job description for the Account Manager III, Multi-State position at Kaiser Permanente?
Job Summary:
In addition to the responsibilities listed below, this position is also responsible for developing and implementing standard and non-standard competitive sales and retention strategies for Multi-State accounts; providing a positive experience to customers with Multi-State accounts with minimal guidance; supporting change management for new tools and capabilities; ensuring collaboration within teams to support customer needs for Multi-State accounts; executing sales and renewals for Multi-State accounts with minimal guidance; and meeting standard and non-standard goals for sales and retention of Multi-State accounts.
Essential Responsibilities:
- Pursues effective relationships with others by proactively providing resources, information, advice, and expertise with coworkers and members. Listens to, seeks, and addresses performance feedback; provides mentoring to team members. Pursues self-development; creates plans and takes action to capitalize on strengths and develop weaknesses; influences others through technical explanations and examples. Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work; helps others adapt to new tasks and processes. Supports and responds to the needs of others to support a business outcome.
- Completes work assignments autonomously by applying up-to-date expertise in subject area to generate creative solutions; ensures all procedures and policies are followed; leverages an understanding of data and resources to support projects or initiatives. Collaborates cross-functionally to solve business problems; escalates issues or risks as appropriate; communicates progress and information. Supports, identifies, and monitors priorities, deadlines, and expectations. Identifies, speaks up, and implements ways to address improvement opportunities for team.
- Provides 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 ensure contract, benefit/service, and renewal activities; demonstrating comprehensive product knowledge when educating customers, consultants, brokers, and/or channel partners, resolving moderately complex questions or concerns; building a comprehensive 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) with minimal guidance; and providing accurate information including recommendations for new products, benefits/services offerings, and pricing models to address customer, consultant, broker, and/or channel needs with minimal guidance.
- Demonstrates commitment to KP sales and retention goals by: implementing standard and non-standard strategies to meet or exceed targets for retention and growth for accounts in the Book of Business; holding accountability for Key Performance Indicators (KPIs) and maintaining updated Customer Relationship Management (CRM) platform. and contributing to the sustained growth and competitive position of KP in the market.
- Contributes to the execution of sales and renewals by: implementing the RFR process end-to-end, following established timelines and best practices; executing standard and non-standard sales and renewals including administration, negotiations, and presentations and rate product and benefit/service validation; ensuring that contracts, pricing, and membership accounting implement the negotiated terms for sales and renewals; and creating cross-sell and upsell opportunities to increase growth and retention.
Qualifications:
Minimum Qualifications:
- Bachelors degree in Marketing, Finance, Business Administration, or related field AND minimum two (2) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field OR minimum five (5) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field.
- Health Insurance License (Maryland) within 3 months of hire
- Accident and Health Insurance License (California) within 3 months of hire
- Accident, Health or Sickness Insurance License (District of Columbia) within 3 months of hire
- Accident and Health or Sickness Insurance License (Hawaii) within 3 months of hire
- Health Insurance License (Oregon) within 3 months of hire
- Disability Insurance License (Washington) within 3 months of hire
- Health Insurance License (Virginia) within 3 months of hire
- Accident and Sickness Insurance License (Georgia) within 3 months of hire
- Accident and Health Insurance License (Colorado) within 3 months of hire
Additional Requirements:
- Knowledge, Skills, and Abilities (KSAs): Negotiation; Benefits/Services; Benefits/Services Presentations; Sales Opportunity Orchestration; Sales/Partnership Strategy and Techniques; Customer Experience; Goal Setting; Member Service.
