Account Management Associate III

Kaiser Permanente; Northern, San Diego (KY, CA); Hybrid; USD 52,000 - 68,000; Full time

Job summary

Kaiser Permanente is seeking a collaborative professional to support data collection, strategy implementation, and cross-team communications with customers, consultants, brokers, and channel partners. The role focuses on resolving routine questions, supporting renewal activities, and maintaining CRM information while contributing to customer satisfaction.

Ideal candidates bring a high school diploma or GED with 3–4 years of corporate office experience; a California Health Insurance license is

Qualifications

• High School Diploma or GED plus 3–4 years in a corporate/business office environment.
• Accident and Health Insurance License (California) within 3 months of hire.
• Preferred: Bachelor's degree in Marketing, Finance, Business Administration, or a related field.

Responsibilities

• Pursues effective peer relationships within and across teams to obtain and share resources and information.
• Follows instructions to complete routine and non-routine work with limited supervision.
• Supports a positive customer experience and market turnaround by maintaining relationships and assisting with contract, benefit/service, and renewal activities.
• Supports internal and external communication by coordinating with cross-team peers and engaging with customers, consultants, brokers, and channels.

Skills

Ambiguity management

Attention to detail

Business knowledge

Communication

Critical thinking

Cross-team collaboration

Decision making

Dependability

Diversity and inclusion

Driving results

Facilitation

Health care industry

Influencing others

Integrity

Learning agility

Organizational savvy

Problem solving

Teamwork

Communication for stakeholders

Education

High School Diploma or GED

Bachelor's degree (Marketing/Finance/Business Administration or related)

Job description

Job Summary:

Contributes to the implementation of account strategy by performing tasks including collaborating with peers across teams to support data collection and assisting with team communications with customers, consultants, brokers, and/or channel partners. Thinks creatively to resolve customer questions and concerns. Leverages working knowledge of account activities, including plan execution, systems and administration, negotiations, presentations, rate, and product/benefits when communicating with customers. Participates in communities of practice to share best practices and support the development of peers. Supports KP sales and retention goals by reviewing progress on key performance indicators (KPIs) and maintaining the customer relationship management (CRM) platform.

Essential Responsibilities:

• Pursues effective peer relationships within and across teams to obtain and share resources and information. Listens to, addresses, and seeks performance feedback; acts as an informal resource for less experienced team members. Actively seeks new relevant knowledge and skills based on strengths and weaknesses; reviews others work to help others learn. Adapts to change, challenges, and feedback with minimal guidance; demonstrates flexibility in work. Assesses and responds to the needs of others to support completion of work tasks.
• Follows instructions to complete routine and non-routine work assignments with limited supervision. Collaborates with others to recommend appropriate solutions for routine and non-routine issues; escalates complex issues; communicates progress and information. Supports the completion of priorities, deadlines, and expectations. Identifies and speaks up for ways to address improvement opportunities within ones team.
• Supports a positive customer experience and market turnaround expectations by: building and maintaining administrative relationships with customers, consultants, brokers, and/or channels by working with cross-team peers to provide and obtain basic information to support contract, benefit/service, and renewal activities; identifying the most appropriate action to address and resolve routine and some non-routine customer, consultant, broker, and/or channel partner questions and concerns; completing moderately complex tasks with a limited degree of supervision to support Request for Renewal (RFR) responses and engagement strategies; partnering with engagement team/specialist to coordinate engagement programs (e.g., open enrollment) with limited supervision; and providing accurate information including working knowledge of products, benefits/services offerings, and pricing models when assisting customers, consultants, brokers, and/or channels.
• Supports internal and external communication by: communicating with cross-team peers to provide and obtain basic information to support the development of account strategy; communicating with cross-team peers to advance the process of meeting deadlines and objectives; supporting communications with customer channels with working knowledge of health benefits/services strategy and offering and resolving external concerns; and participating in community of practice sessions including serving as a subject matter expert, sharing best practices, and/or supporting managers in coaching team members.

Knowledge, Skills and Abilities: (Core)

• Ambiguity/Uncertainty Management
• Attention to Detail
• Business Knowledge
• Communication
• Critical Thinking
• Cross-Group Collaboration
• Decision Making
• Dependability
• Diversity, Equity, and Inclusion Support
• Drives Results
• Facilitation Skills
• Health Care Industry
• Influencing Others
• Integrity
• Learning Agility
• Organizational Savvy
• Problem Solving
• Short- and Long-term Learning & Recall
• Teamwork
• Topic-Specific Communication

Knowledge, Skills and Abilities: (Functional)

• Benefits/Services
• Customer Experience
• Goal Setting
• Member Service
• Negotiation
• Sales Operations
• Sales Opportunity Orchestration

Minimum Qualifications:

• High School Diploma or GED, or equivalent AND minimum three (3) years of experience working in a corporate or business office environment OR minimum four (4) years of experience working in a corporate or business office environment.

• Accident and Health Insurance License (California) within 3 months of hire

Preferred Qualifications:

• Bachelor's degree in Marketing, Finance, Business Administration, or a directly related field.
• Health Insurance License in state(s) where applicable.