[Hiring] Account Manager IV, Client Service Management @Kaiser Permanente

Role Description

This position is responsible for orchestrating meetings with internal and external stakeholders to inform, plan, and problem-solve related to assigned accounts. Key responsibilities include:

• Making frequent contact with outside stakeholders to fulfill facetime requirements.
• Resolving complex customer service issues and coordinating necessary changes with appropriate internal functional areas.
• Negotiating complex agreements regarding timelines, deliverables, and accountabilities to provide exemplary customer service.
• Resolving or escalating customer experience and financial risks, applying complex prevention and/or mitigation strategies.
• Using judgment and discretion 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).
• Delivering a full suite of reports in collaboration with the Account Manager.

Qualifications

• Minimum one (1) year of experience in a leadership role with or without direct reports.
• Bachelor's degree in Marketing, Finance, Business Administration, or related field AND minimum four (4) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field OR minimum seven (7) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field.
• 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 (Maryland) within 3 months of hire.
• Disability Insurance License (Washington) within 3 months of hire.
• Accident and Health Insurance License (California) 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.
• Health Insurance License (Oregon) within 3 months of hire.
• Accident and Health Insurance License (Colorado) within 3 months of hire.

Requirements

• Knowledge, Skills, and Abilities (KSAs):
• Negotiation
• Customer Data
• Benefits/Services
• Benefits/Services Presentations
• Market Research
• Sales Opportunity Orchestration
• Sales/Partnership Strategy and Techniques
• Customer Experience
• Goal Setting
• Member Service
• Underwriting
• Change Management
• Brand Strategy
• Persuasion

Company Description