Account Manager III, Client Service Management

Kaiser Permanente • Oakland, CA

101d

About The Position

In addition to the responsibilities listed above, this position is also responsible for facilitating meetings with internal and external stakeholders to inform, plan, and problem-solve related to assigned accounts with minimal guidance; making frequent contact with outside stakeholders in service of fulfilling facetime requirements; resolving standard and non-standard customer service issues, and coordinating any necessary changes with appropriate internal functional areas; negotiating moderately complex agreements with personnel in the broader organization related to accounts assigned regarding timelines, deliverables and accountabilities in order to provide exemplary customer service; resolving or escalating customer experience and financial risks and applying moderately complex prevention and/or mitigation strategies; general instructions to lead the resolution of billing and eligibility issues; preparing executive-level case review documents; executing custom performance guarantees, custom contracts, and complex Requests for Proposal (RFPs), including coordinating the necessary internal resources to do so; and delivering full suite of reports in collaboration with Account Manager.

Requirements

• Bachelor's degree in Marketing, Finance, Business Administration, or related field.
• Minimum two (2) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field.
• Minimum five (5) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field.
• Accident and Health Insurance License (California) within 3 months of hire.

Nice To Haves

• Negotiation skills.
• Knowledge of Benefits/Services.
• Experience with Benefits/Services Presentations.
• Sales Opportunity Orchestration.
• Sales/Partnership Strategy and Techniques.
• Customer Experience management.
• Goal Setting capabilities.
• Member Service expertise.

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.
• Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work.
• Completes work assignments autonomously by applying up-to-date expertise in subject area to generate creative solutions.
• Collaborates cross-functionally to solve business problems; escalates issues or risks as appropriate.
• 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.
• Demonstrates comprehensive product knowledge when educating customers, consultants, brokers, and/or channel partners.
• Partners with engagement team/specialist to monitor engagement programs with minimal guidance.
• Demonstrates commitment to KP sales and retention goals by implementing standard and non-standard strategies.
• Contributes to the execution of sales and renewals by implementing the RFR process end-to-end.

What This Job Offers

• Industry: Ambulatory Health Care Services
• Education Level: Bachelor's degree