Call-in/On-Call Enrollment Specialist III

Kaiser Permanente • Daly City, CA

85d

About The Position

In addition to the responsibilities listed above, this position is also responsible for attending employer, community, and open enrollment events on an on-call basis to educate members and prospects on KP products; delivering formal presentations to employees and prospective members; independently monitoring and reporting on enrollment performance data and discrepancies; serving as an informational resource for sales and account management teams on KP health plans and benefit offerings when working with customers, internal departments and/or brokers; utilizing comprehensive foundational knowledge of KP health plans and benefit offerings to facilitate formal, stand-up presentations to prospective members; and resolving customers standard and non-standard questions and concerns about benefits and services.

Requirements

• Bachelors degree in Marketing, Finance, Business Administration, or related degree AND two (2) years of experience in marketing, business development, managing business-to-business relationships, or directly related field OR minimum five (5) years of experience in marketing, business development, managing business-to-business relationships, or a directly related field.
• Bilingual (English/Spanish) Level I required.

Nice To Haves

• Knowledge, Skills, and Abilities (KSAs): Corporate Partnerships; Storytelling; Negotiation; Product Strategy; Sales Opportunity Orchestration; Sales Performance Data; Sales/ Partnership Strategy and Techniques; Business Planning; Business Process Improvement; Event Planning; Compliance Management; Creativity; Data Entry; Benefits/Services; Benefits/Services Presentations; Interpersonal Skills; Brand Strategy; Commercial Marketing; Business Development; Clinical Selling Expertise; Sales Operations; Goal Setting; Member Service

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.
• Contributes to a positive customer experience by implementing standard and non-standard protocols to build new and leverage existing relationships with brokers, channels and customers to demonstrate value and build commitment independently.
• Gathers data on standard and non-standard customer needs, and identifies solutions linking KP mission, vision and values, key quality measures, key care management initiatives, and current services initiatives independently.
• Utilizes comprehensive foundational knowledge of product, service, and ratings to respond to, encourage, and educate customers, brokers, and consultants about added services and product enhancements in standard and non-standard situations.
• Identifies and escalates service failure trends or process improvement opportunities to team and managers to better meet customer needs.
• Facilitates the enrollment and implementation process by conducting local and regional enrollment meetings to win new and retain current customers.
• Applies standard and non-standard protocols to serve as an advocate for customer needs during the membership enrollment and implementation process independently.
• Supports efforts across teams in the overall implementation or renewal process of health plan membership, including research, presentation, preparation, reporting and training coordination independently.
• Contributes to the development of sales strategy by designing plans for new products, benefits offerings, or pricing models to address customer needs independently.
• Utilizes comprehensive foundational knowledge of health care market to analyze industry trends, and competitor products, offerings, and pricing models to provide lessons learned and strategic recommendations independently.
• Executes an account plan to meet standard and non-standard business objectives for membership, revenue and margin.
• Collects and analyzes performance data to inform account strategy and identify and escalate potential issues.
• Utilizes marketing and technical resources to achieve account plan objectives.
• Collaborates with the team to find new opportunities to grow customer base to new or growing markets.
• Maintains the prospect database and targeted prospect profiles to inform strategic planning.
• Collaborates within the team to contribute to product and plan design, quote, and Request for Proposal (RFP).
• Provides standard and non-standard recommendations to the team to inform forecasting and pricing independently.
• Implements standard and non-standard protocols to increase cross-sell and up-sell opportunities.

What This Job Offers

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