Description: Job Summary:In addition to the responsibilities listed above, this position is also responsible for developing and implementing highly complex competitive sales and retention strategy for KPs largest accounts including multi-year benefits strategies; partnering with customer organizations, key union influencers and/or decision makers, consultants, and other influencers to lead the development and implementation of complex reposition and growth strategies; driving the renewal sales negotiation to achieve the goals of the renewal or sale and align with the customers strategy; leading internal partners on the execution of customized account strategies to meet customer needs and provide exemplary service in a highly complex customer environment; executing strategy and expansions into other KP regions, ancillary products, and new populations of eligibles, leading other internal partners as appropriate; leading a cross-functional team (e.g., Client Service Management, physician ambassadors, underwriting, marketing, territory managers, labor liaisons, actuarial, community affairs, government relations) to ensure optimal resource use as account strategies are executed; maintaining expert knowledge of market intelligence, key trends, and customer insights that may influence broader organizational decisions; and demonstrating sensitivity while navigating internal or external issues that may impact KP labor management partnership.
Essential Responsibilities:- Promotes learning in others by communicating information and providing advice to drive projects forward; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; provides actionable feedback to others, including upward feedback to leadership; influences, mentors, and coaches team members. Practices self-leadership; creates, evaluates, and responds to the strengths and weaknesses of self and unit or team members. Leads the adaptation to competing demands and new responsibilities; adapts to and learns from change, challenges, and feedback. Fosters open dialogue amongst team members.
- Drives the execution of multiple work streams by identifying member and operational needs; translates business strategy into actionable business requirements; develops and updates new procedures and policies. Gains cross-functional support for objectives and priorities; determines and carries out processes and methodologies; solves highly complex issues; escalates and resolves issues as appropriate; sets standards and measures progress. Develops work plans to meet business priorities and deadlines; coordinates, obtains and distributes resources. Removes obstacles that impact performance; guides performance and develops contingency plans accordingly; influences the completion of project tasks by others.
- Oversees customer experience and manages market turnaround expectations by: building and maintaining strategic relationships with customers, consultants, brokers, and/or channels while acting as the KP representative to oversee contract, benefit/service, and renewal activities; demonstrating expert product knowledge when educating customers, consultants, brokers, and/or channel partners, resolving complex questions or concerns; demonstrating an expert 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 oversee engagement programs (e.g., member wellness); and providing accurate information including innovative recommendations for new products, benefits/services offerings, and pricing models to address customer, consultant, broker, and/or channel needs and guiding others to do the same.
- Demonstrates commitment to KP sales and retention goals by: implementing highly 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), maintaining updated Customer Relationship Management (CRM) platform, and overseeing teams to do the same; and spearheading the sustained growth and competitive position of KP in the market.
- Contributes to the execution of sales and renewals by: providing expert consultation across teams and/or functions on the RFR process for highly complex accounts, following established timelines and best practices; overseeing highly complex sales and renewals including administration, negotiations, and presentations and rate product and benefit/service validation; overseeing task progress across organizations to facilitate the negotiation of highly complex and/or custom contracts and pricing; and developing and implementing cutting-edge strategies for cross-sell and upsell to increase growth and retention.
- Supports internal and external communication by: overseeing collaboration across organizations to develop account strategy; developing and leading information networks across organizations to advance the process of meeting deadlines and objectives; providing expert recommendations to customer channels on all aspects of health benefits/services strategy and offering; and representing the marketplace perspective to influence strategic direction and decision-making of senior leadership.
Minimum Qualifications: - Minimum five (5) years of experience in a leadership role with or without direct reports.
- Bachelors degree in Marketing, Finance, Business Administration, or related field AND minimum nine (9) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field OR minimum twelve (12) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field.
Additional Requirements:- Knowledge, Skills, and Abilities (KSAs): Change Management; Negotiation; Customer Data; Benefits/Services; Benefits/Services Presentations; Brand Strategy; Market Research; Persuasion; Sales Operations; Sales Opportunity Orchestration; Sales/Partnership Strategy and Techniques; Customer Experience; Goal Setting; Member Service; Underwriting
Preferred Qualifications:- Master's degree in Health Administration, Public Health, or Business Administration.
- Five (5) years of experience in group health care benefits sales, account management, and/or implementation, or a directly related field.
Primary Location: California,Oakland,1800 Harrison
Scheduled Weekly Hours: 40
Shift: Day
Workdays: Mon, Tue, Wed, Thu, Fri
Working Hours Start: 08:00 AM
Working Hours End: 05:00 PM
Job Schedule: Full-time
Job Type: Standard
Worker Location: Remote
Employee Status: Regular
Employee Group/Union Affiliation: NUE-PO-01|NUE|Non Union Employee
Job Level: Individual Contributor
Specialty: Account Management
Department: Oakland Reg - 1950 Franklin - HP Mgr-Strategic Accounts - 7016
Pay Range: $156000 - $201850 / year The ranges posted above reflect the location in the job posting. The salary range may vary if you reside in a different location or state than the location posted.
Travel: Yes, 25 % of the Time
Remote: Work location is the remote workplace (from home) within KP authorized states. Worker location must align with Kaiser Permanente's Authorized States policy. At Kaiser Permanente, equity, inclusion and diversity are inextricably linked to our mission, and we aim to make it a part of everything we do. We know that having a diverse and inclusive workforce makes Kaiser Permanente a better place to receive health care, a more supportive partner in our communities we serve, and a more fulfilling place to work. Working at Kaiser Permanente means that you agree to and abide by our commitment to equity and our expectation that we all work together to create an inclusive work environment focused on a sense of belonging and wellbeing.
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. Submit Interest
