Kaiser Permanente Employer & Broker Services Specialist in Renton, Washington
The Employer and Broker Specialist supports growth and retention of members in the region by: 1) Providing one-contact resolution to escalated employer and broker concerns that requires the application of considerable discretion and independent judgment to evaluate various courses of conduct, formulate solutions, and negotiate resolution that binds KP and departs from prescribed standards; 2) Analyzing patterns and trend data regarding employer and broker concerns and needs; 3) Formulating recommendations to improve and sustain effective purchaser relationships.
Retention & Growth Opportunities: Identify growth & benefit expansion solutions to better meet purchaser health care needs. Report trends around issues groups are experiencing to the account management team to inform strategic account engagement and renewal planning.
Process Improvement & Data Analysis: Identify, analyze & report trends and/or systematic issues as they become apparent. Provide consultation and recommendations to management around process improvement opportunities & solutions. Participate in policy formulation around service issue areas.
Research & Resolution of Employer & Broker Initiated Issues: Formulate solutions to complex and sensitive employer-initiated and broker-initiated concerns, using considerable discretion and independent judgment. Investigate circumstances surrounding purchaser issues and evaluating various courses of conduct. Negotiate reasonable and contractually defensible resolution of purchaser issues by weighing conflicting information (regulations, legal principles, and regional goals), departing from prescribed standards and binding KP.
Issue Entry & Documentation: Log issues received and maintain updated status of resolution in the system of record. Ensure accurate and complete data is entered into the correct business applications.
Knowledge & Professional Development: Complete required training around health plan products and processes. Stay current on applicable laws and regulations. Pursue opportunities to continuously develop skills.
Minimum of four (4) years of experience in a health care, health insurance, or sales and marketing environment.
Minimum of 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) required.
License, Certification, Registration
Background experience in brokerage/consultant, insurance carrier, Third Party Administration, and/or health plan benefits administration.
Ability to analyze processes, identify and implement process improvements, and manage targeted implementations.
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 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.
Effective written and verbal communication skills.
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 & Broker Services Specialist
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.