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Job Details

Associate Account Management I - Large Group Account Management Kaiser Permanente Building

Portland, OR

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Manage business processes that support achieving & maintaining optimal business position in order to sustain & grow membership. Promote group Account Mgmt client servicing functions & preparation of information to existing accounts to ensure deadlines are met & a timely response given to inquiries. Create sales opportunities through targeted external customer facing enrollment activities, effective relationships w/ brokers/consultants & front line benefit contacts, to increase membership, build support for KP, & enhance group customer loyalty & retention. Monitor & maintain data integrity w/in sales systems, accounts & book of business in order to improve external communication, sales performance, & book of business mgmt.

Essential Functions:

  • Track, monitor & ensure that contracts, pricing & membership accounting have accurate information & implement the negotiated terms of the final renewal.
  • Independently resolve complicated & sensitive employer-initiated concerns in order to build purchaser loyalty & retain membership.
  • Understand & implement account strategy, goals, & financial position for developing the RFP.
  • Coordinate the flow of information in order to keep the process moving to meet strategic objectives.
  • Through ongoing account contacts, identify situations that may signal opportunities for growth for KP (e.g. business acquisition) & alert account manager.
  • Identify & act on enrollment opportunities including: presentations; benefit fairs; health fairs; & Q&A sessions & inform open enrollment specialist/strategist about potential enrollment opportunities.
  • Identify, analyze & report trends & or systematic issues w/in a book-of-business as they become apparent & provide solutions & possible opportunities for growth.
  • Use competitive SWOT HCR data to determine, & inform of risk & opportunity.
  • Identify knowledge network key resources & link capability to account strategy & service issues.
  • Participate in Account Strategy sessions & work on targeted accounts in conjunction w/ the Account Manager.
  • Act as the primary point of contact for group customer contacts as related to contracts, benefits, rates or renewal activities.
  • Understand the customer's business & business challenges.
  • Build & establish credibility by demonstrating knowledge of each customer's unique benefit package.
  • Educate customers about added services.
  • Engage in face-to-face customer meetings to help facilitate positive relationships & gain feedback necessary to collaborate & properly assess needs, as applicable.
  • Employ appropriate sales systems to accurately maintain account information.
  • Ensure accurate enrollment process, payment arrangements & contract is understood, agreed to & met.
  • Collect specific business information & competitive data required for other account strategies by established deadlines.
  • Ensure accurate & complete data is entered into correct business applications.
  • Analyze data & alert account manager to outliers or potential problems.
  • Identify & determine when issues need to be elevated to the account manager & provide solutions.
  • Ensure timely submission of reports as directed by the account manager.
  • If Small Business Unit, the following responsibilities apply:
  • Accountable for business processes & administrative requirements to support assigned accounts.
  • Establish & maintain relationships w/ front line business owners in support of assigned Account Manager.
  • Perform in-field demonstrations & teachings to employers & brokers on KP online technology to facilitate maximization of all KP online tools.
  • Explain & negotiate complex underwriting methodology w/ client & advisors.

    Basic Qualifications:
  • N/A.
  • Associate's degree OR two (2) years of experience in telemarketing, customer service in an office setting, claims, or marketing.
    License, Certification, Registration
  • N/A.

    Additional Requirements:
  • Demonstrated record of meeting individual business objectives.
  • Customer service skills with the ability to articulate and respond to complex issues.
  • Computer and analytic skills.
  • Experience creating client presentations using Microsoft Office programs and use of client databases.
  • Effective verbal and written communication skills.
  • Strong interpersonal, presentation, and persuasion skills.
  • Appropriate Oregon/Washington Health Insurance License(s) required within 90 days of hire date.

    Preferred Qualifications:
  • Minimum one (1) year of experience in marketing, business development, and/or managing business to business relationships, sales, account management or health plan administration in the healthcare or health insurance industry.
  • One (1) year of experience with employee group benefits.
  • One (1) year of experience in underwriting processes, healthcare products, and contracts.
  • Background experience in brokerage/consultant, insurance carrier, TPA, or benefits administration provides an advantage.

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