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Kaiser Permanente Manager of Account Services, CA Labor & Trust Funds in Burbank, California

Provide leadership to improve the account administration team performance and enable the sales team to achieve long-term sustainable growth, customer loyalty, and a high degree of team satisfaction. Provides strategic and business direction. Plans, organizes and supervises the general day-to-day operation of sales and/or account management support staff to achieve sales and enrollment targets. Analyzes the workload, determines priorities and staff capabilities, and distributes work across the group. Independently develop and manage transactional processes to achieve efficiencies and maintain compliance in a high volume, deadline driven and heavily regulated environment. Supports Sales Managers/Directors in departmental business processes, operational issues, and special reports. Requires full breadth of knowledge as a Sales and Account Management Support staff. Makes decisions on HR actions (employment, training and development, compensation, performance, termination, etc.).

Essential Responsibilities:

  • Independently manage day-to-day activities of Sales and Account Management support team to execute strategy, optimize membership growth and other member retention measures while maintaining current assigned territory and broker relationships.

  • Allocate workload and ensures adequate levels of qualified staffing necessary to provide customer service while meeting performance goals.

  • Manage the process of resolving sensitive employer and broker-initiated concerns in order to build purchaser loyalty and retain membership.

  • Manage, track and coordinate the new group set up, contract support process and/or renewal processing to ensure that all critical path milestones are met.

  • Collaborate with cross-functional teams to measure, monitor and achieve lead and/or retention targets.

  • Collaborate with Sales Manager and other key internal partners to establish and maintain teams' performance metrics and develop appropriate recognition programs.

  • Assist in coordinating efforts between sales channels to ensure the highest levels of customer satisfaction for internal & external customers, including brokers and consultants.

  • Identify and coordinate marketing, management and technical resources necessary to achieve sales support plan objectives and to ensure team needs are being met and staff has proper skills, knowledge, and training to perform their jobs.

  • Ensure staff is informed of all relevant KP product offerings, underwriting as well as competitor strategies and is equipped to respond appropriately.

  • Using information obtained regarding market conditions, provides input in the development and implementation of strategies to achieve sales performance targets.

  • Provide support on complex/special projects for department head, managers and/or staff members.

  • Act within the framework of regulatory and contractual requirements related to confidentiality and benefits when working with group purchasers and brokers to resolve concerns or complaints on behalf of a group member.

  • Assist in the development, population, and maintenance of program and region-wide relevant data and information, including competitive data, LOB financials, and ad hoc reporting.

  • Responsible for employment, training, compensation and performance activities for assigned employees.

  • Implement development plans and disciplinary action, as needed.

  • Coach staff on how to recognize sensitive employer or broker initiated concerns and provides complaint information for trending and specific intervention.

  • Coach staff regarding customer service and communication skills including telephone interactions, client enrollment meetings and benefit fairs.

Basic Qualifications:

Experience

  • Minimum four (4) years of experience in telemarketing, customer service in an office setting, claims, or marketing.

  • Minimum two (2) years of direct management or team lead experience.

Education

  • Bachelor's degree OR four (4) years of experience in telemarketing, customer service in an office setting, claims, or marketing.

License, Certification, Registration

  • N/A

Additional Requirements:

  • Demonstrated history of superior customer relationship management and goal attainment.

  • Proven ability to establish and manage performance and outcome metrics.

  • Proven strong analytic and problem solving abilities.

  • Demonstrated project management and time management skills.

  • Demonstrated ability to learn and apply HR policies as it applies to managing staff.

  • Demonstrated leadership abilities, particularly with respect to leading change.

  • Demonstrated success in working in/leading teams in a fast-paced, high volume, transactional production environment with demonstrated accurate results.

  • Demonstrated ability to learn and apply an expert understanding of a large complex organization and its customers.

  • CA Accident and Health Insurance license required within 90 days of hire date.

  • If National Accounts or Stockton Telesales: All applicable state license(s) required within 90 days of hire date, as dictated by regional requirements.

  • If Medicare Sales Representative/Sales Managers/Enrollers: No license requirement.

  • If Occupational Health: No license requirements.

Preferred Qualifications:

  • Four (4) years of experience in healthcare, insurance industry or group sales.

  • Bachelor's degree.

  • Salesforce and/or SalesConnect experience.

  • Previous experience in call center management.

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.

External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.

COMPANY: KAISER

TITLE: Manager of Account Services, CA Labor & Trust Funds

LOCATION: Burbank, California

REQNUMBER: 831130

External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.

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