Kaiser Permanente Strategy Customer Engagement Associate - Rockville Regional Offices in Rockville, Maryland
The SCE Consulting and Client Support Associate position serves in a customer facing capacity/role to support sales and account management in meeting the Workforce Health needs of customers, brokers, and consultants and is responsible for increasing enrollment, member satisfaction and retention. This role will be responsible for supporting the coordination and onboarding of KP services to help employer workforce populations improve their health and wellness and better manage chronic conditions. Improving health and workforce productivity is at the core of KP's value proposition. The purpose of this position reflects the importance of supporting the messages, tools and offerings to position KP to better tell its value story to current and prospective employer customers.
The position includes development of proposals, client support during implementation, development and maintenance of service level agreements. Associates support consultants in developing relationships with business partners (both internal and external).
Assists in the development and management of program proposals, recommendations, implementation plans, communication packages, performance measurement tools, and training materials related to the assigned project.
Manage and coordinate sold Strategic Customer Engagement programs that include onsite health screenings and classes, walking program, marketing and communications, rewards and incentives, access to online health programs and reports that assess the participation and success of programs.
Partner and support SCE Customer and Client Support Consultant to build strong relationships with Account Management teams and employer customers.
Uses workforce health knowledge, philosophy, tools and resources in order to adhere to all business processes and procedures.
Participates in the analysis of customers' business processes and functional requirements and in the preparation of workforce health program communication and implementation, identifies onboarding requirements for customer implementations and/or works collaboratively with Consultant on non-standard implementations. May participate in workflows, process diagrams and gap analysis development.
Responsible for creating and managing customer operating plans within HW timelines and processes (e.g., product guardrails).
Assists with developing and coordinating collateral documents. (Customer communications in coordination with marketing, legal, etc).
Addresses customer needs by looking at all variables and making decisions based on urgency of specific cases, given time demands, and key priorities. Recognizes when the situation demands quick and immediate action and makes decisions quickly. Uses knowledge and expertise in order to make informed decisions.
Uses excellent written and verbal communication skills both internally and externally.
Responsible for seeking supervisor or manager to provide guidance and/or solve problems for difficult issues.
Minimum of one (1) year of project, program or event coordination or related experience required.
Minimum of one (1) year of business analysis or project analysis experience required.
Bachelor's Degree in Business, Health Care Administration or related discipline OR four (4) years of directly related experience required.
High School Diploma or General Education Development (GED) required.
License, Certification, Registration
- Knowledge of platforms assigned to the functional area.
Healthcare knowledge preferred
- COMPANY: KAISER
TITLE: Strategy Customer Engagement Associate - Rockville Regional Offices
LOCATION: Rockville, Maryland
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.