Account Manager II - Account Management

Kaiser Permanente; Renton (WA); Hybrid; USD 75,000 - 105,000; Full time

Job summary

Kaiser Permanente in Renton, WA is seeking a sales and renewal specialist to implement standard strategies for health insurance accounts. You will build relationships with customers, brokers, consultants, and channels, and support renewal activities with product knowledge and pricing guidance.

The role focuses on achieving retention and growth targets, maintaining CRM updates, and collaborating across teams to deliver client-specific solutions.

Qualifications

• Bachelor’s degree or 3+ years in sales, customer service, telemarketing, account management, health plan administration, insurance, or a related field.
• Disability Insurance License (Washington) within 3 months of hire.
• Health Insurance License in state(s) where applicable.

Responsibilities

• Pursues effective relationships with others by sharing resources, information, and knowledge with coworkers and members, and supports performance feedback and development.
• Completes work assignments by applying up-to-date knowledge and meeting deadlines, following procedures and policies with limited guidance.
• Provides a positive customer experience by monitoring contract, benefit/service, and renewal activities and educating customers with product knowledge and pricing models.
• Demonstrates commitment to sales and retention goals by meeting targets, documenting progress in CRM, and supporting growth.
• Contributes to the execution of sales and renewals by supporting the RFR process and identifying cross-sell opportunities.

Skills

Ambiguity management

Attention to detail

Business knowledge

Communication

Critical thinking

Cross-group collaboration

Decision making

Dependability

Diversity, equity, inclusion

Drives results

Facilitation

Health care industry

Influencing others

Integrity

Learning agility

Organizational savvy

Problem solving

Teamwork

Topic-specific communication

Education

Bachelor's degree in Marketing, Finance, Business Administration, or a directly related field

Job description

Note: Work location is on-site with the flexibility to work remotely, the primary location will be in-office for meetings, per Kaiser Permanente-s Authorized States Policy - Employees may be required to travel to a Kaiser Permanente or customer site. Residency required in the primary location: 1200 SW 27th St., Renton, Washington 98057

Job Summary:

Implements standard sales and retention strategy for health insurance or workers compensation accounts with guidance from a supervisor. Utilizes opportunities, resources, technology tools, and customer performance data (e.g., cost utilization, financial, clinical) to meet competitive revenue and growth targets with coaching from a supervisor. Builds and maintains relationships with customers, consultants, brokers, and/or channel partners, including providing information and foundational product knowledge, and resolving or escalating concerns. Builds foundational knowledge of customer businesses and develops account strategies in alignment with customer goals. Collaborates internally and externally to develop account strategy, including supporting communication, and recommending solutions to customers. Follows best practices and established timelines to execute sales and renewals, including administration, negotiations, presentations, rate, product and benefits with guidance from a supervisor. Is accountable for Key Performance Indicators (KPIs) to support the sustained growth and competitive position of KP in the market.

Essential Responsibilities:

• Pursues effective relationships with others by sharing resources, information, and knowledge with coworkers and members. Listens to, addresses, and seeks performance feedback. Pursues self-development; acknowledges strengths and weaknesses based on career goals and takes appropriate development action to leverage / improve them. Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work. Assesses and responds to the needs of others to support a business outcome.
• Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; follows procedures and policies, and applies data and resources to support projects or initiatives with limited guidance and/or sponsorship. Collaborates with others to solve business problems; escalates issues or risks as appropriate; communicates progress and information. Supports the completion of priorities, deadlines, and expectations. Identifies and speaks up for ways to address improvement opportunities.
• Provides a positive customer experience within market turnaround expectations by: building and maintaining strategic relationships with customers, consultants, brokers, and/or channels while acting as the KP representative to monitor contract, benefit/service, and renewal activities; demonstrating foundational product knowledge when educating customers, consultants, brokers, and/or channel partners, resolving any questions or concerns; building a working understanding of prospect or customer business to ensure that Request for Renewal (RFR) response and engagement strategies are in alignment with customer goals; partnering with engagement team/specialist to coordinate engagement programs (e.g., member wellness) with coaching from a supervisor; and providing accurate information including recommendations for new products, benefits/services offerings, and pricing models to address customer, consultant, broker, and/or channel needs with coaching from a supervisor.
• Demonstrates commitment to KP sales and retention goals by: implementing standard strategies to meet or exceed targets for retention and growth for accounts in the Book of Business; documenting progress on Key Performance Indicators (KPIs) and maintaining updated Customer Relationship Management (CRM) platform with coaching from a supervisor; and supporting the sustained growth and competitive position of KP in the market.
• Contributes to the execution of sales and renewals by: supporting the RFR process end-to-end, following established timelines and best practices; supporting standard sales and renewals including administration, negotiations, and presentations and rate product and benefit/service validation; following up on contracts, pricing, and membership accounting to implement the negotiated terms for sales and renewals; and identifying cross-sell and upsell opportunities to increase growth and retention.

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
• Benefits/Services Presentations
• Customer Experience
• Member Service

Minimum Qualifications:

• Bachelors degree in Marketing, Finance, Business Administration, or a directly related field OR minimum three (3) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field.

• Disability Insurance License (Washington) within 3 months of hire

Preferred Qualifications:

• One (1) year of experience in group health care benefits sales, account management, and/or implementation, or a directly related field.
• Health Insurance License in state(s) where applicable.