Kaiser Permanente
Associate Account Manager II
Walnut Creek, CA
The Associate Account Manager II is accountable for the successful execution of business processes and administrative requirements for accounts. Establishes and maintains relationships with brokers and front line benefit contacts that support business strategies. Manages business processes that support achieving and maintaining optimal business position. Monitors accounts and book of business to identify early indications of risks and opportunities.
Essential Functions:
- Create customized reports to support broker & customer needs & account strategy
- Validate complete understanding of what the underlying need is
- Ensure that request is aligned w/ account strategy
- Research potential sources for information
- Identify what information we can & cannot release (HIPAA, KP requirements)
- Analyze information & prepare documentation
- Validate final product w/ account manager
- Prepare final presentation for customer
- Deliver presentation to customer or account manager
- Effectively consult w/ broker & front line benefits contacts to demonstrate value & build commitment to KP
- Understand the customer's business & business challenges
- Know customer's Human Resources & Benefits staff & how decisions get made
- Engage customer and/or collaborate to complete needs assessment
- Assure customers you understand & will solve their problem
- Build customer confidence by consistently solving problems quickly & accurately
- Welcome customer concerns, problems, & questions by using professional & caring language & voice
- Position Account Administration as a reliable resource
- Create credibility by demonstrating knowledge of each customer's unique benefit package
- Encourage & educate customers about added services you can provide
- Manage accurate account administration
- Identify & communicate customer needs & expectations
- Work w/ other departments to ensure a high quality experience (e.g. pricing, member accounting, etc)
- Use appropriate sales systems to accurately maintain account information
- Ensure accurate enrollment process
- Ensure accurate APP agreement or similar payment arrangements
- Ensure contract is understood, agreed to & met (e.g. exceptions, exclusions)
- Ensure rates, benefits & contracts meet internal requirements
- Manage accuracy & timeliness of RFP
- Understand when issues need to be elevated to the account manager
- Lead & manage implementation of group renewal process
- Track & monitor regional timelines for contract renewal
- Identify missing or incomplete information
- Enter related data into Kaiser Permanente business systems
- Work w/ customer/channel, account manager or internal department to secure missing or incomplete information
- Understand when issues need to be elevated to the account manager
- Ensure accuracy of final product
- Ensure that contracts, pricing & membership accounting have accurate information & implement the negotiated terms of the final renewal
- Lead & monitor RFP process for account management
- Understand account strategy, goals, & financial position
- Understand parameters established by account manager for developing the RFP
- Follow established RFP process & timelines for Region
- Proactively identify missing or incomplete information & get it
- Coordinate the flow of information in order to keep the process moving towards deadline
- Understand when issues need to be elevated to the account manager
- Assume other responsibilities as directed
Qualifications:
Basic Qualifications:
- 2+ years of experience in marketing, business development, and/or managing business to business relationships required
- Bachelor's degree in marketing, finance, business administration OR equivalent experience required
- Life license required OR ability to obtain one within 80 business days of hire date
- Proven track record of meeting individual business objectives
- Strong computer and analytic skills, including experience creating client presentations using Microsoft Office programs and use of client databases
- Excellent verbal and written communication skills
- Strong interpersonal, presentation, and persuasion skills
- Effective account management skills
- Knowledge of and experience with employee health benefits
Preferred Qualifications:
- Knowledge of underwriting processes, healthcare products, and contracts
External hires must pass a background check/drug screen.
We are proud to be an equal opportunity/affirmative action employer.