Kaiser Permanente Employer and Broker Services Manager in Renton, Washington
The position is responsible to promote growth and retention of groups in the region by leading cross-functional teams and collaborating with operational leads; ensuring smooth and successful end-to-end small group onboarding to Kaiser Permanente, as well as continued management and servicing of employers, brokers and general agents for the duration of the contract period. Responsible for delivering quality, consumer experience by managing the employer and broker specialists' daily work, monitoring the phone lines and queues to ensure all EBS metrics are met and maintained.
Manages a team of employer and broker specialists.Provides oversight to meet the Service Level Agreements (SLAs) and established work stream metrics and all defined controls. Provides guidance to staff on analyzing and reporting trends and/or systematic issues, defining root cause and closure on each issue. Reviews work stream metrics provided by staff to ensure accuracy and inclusion of necessary data for reporting. Manages all escalated inquiries with staff members. Manages EBS work calendar and assignments of phone, written and other work for each staff member. Monitors Avaya Call Manager. Works on HR processes and recruitment to select, develop, and deploy staff in the most effective manner to meet assigned objectives. Creates team strategy by distributing assignments to staff and checking status of work to ensure completion in a timely manner. Responsible for career pathing, performance management, compensation decisions, rewarding and recognizing employees, and providing on-going, regular performance feedback.
Works in collaboration with internal partners on internal and/or external audits to ensure compliance.
Responsible to execute on process improvement solutions designed by the EBS Director.
Leads cross-functional teams in collaboration with the operational leads accountable for elements of the onboarding process inclusive of sales and underwriting.
Manages or participates in department projects as assigned. Leads efforts for all group contracts and filings as defined for large and small group lines of business. Provides internal guidance and recommendations in policy formulation around service issue areas. Performs other duties as assigned.
Minimum seven (7) years of experience in a health care, health insurance, or sales and marketing environment.
Minimum four (4) years of direct managerial/supervisory experience.
Minimum two (2) years of experience working directly with customers by phone, email and/or in person providing information and resolving issues
Bachelor's degree OR four (4) years of directly related experience.
High School Diploma OR General Education Development (GED) is required.
License, Certification, Registration
Background experience in brokerage/consultant, insurance carrier, Third Party Administration, or health plan benefits administration.
Demonstrated understanding of current / future trends and changes in healthcare/ health insurance laws/ regulations.
Demonstrated understanding of competitors' strengths, weaknesses and strategies.
Ability to analyze processes, identify and implement process improvements, and manage targeted implementations.
Ability to analyze quantitative and qualitative data.
Demonstrated ability to deliver recommendations and presentations to management.
Ability to communicate effectively and courteously with customers.
Ability to apply judgment and make autonomous decisions to quickly resolve issues on behalf of client.
Demonstrated expertise in dealing with difficult situations.
Demonstrated strong organizational skills, problem solving, interpersonal skills, independence and initiative.
Proficiency in computer and analytic skills.
Strong knowledge and experience in using multiple client databases & systems.
Experience in customer service, enrollment, billing, claims processing, sales, account management or health plan administration in healthcare or health insurance industry preferred.
Working knowledge of Kaiser Foundation Health Plan of Washington services and procedures and thorough knowledge of business line processes and Lotus Notes, eWatson, SalesConnect, IBM, Aspire, Concur, Kronos.
Communication and training skills.
Proficient PC skills e.g. Windows.
TITLE: Employer and Broker Services Manager
LOCATION: Renton, Washington
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.