Account Manager IV, Client Service Management

Kaiser Permanente Northwest; Portland (OR); Remote; USD 99,000 - 128,000; Full time

Job summary

Kaiser Permanente Northwest is seeking a strategic Account Manager to orchestrate complex renewals, RFPs, and executive-level collaborations. You will manage stakeholder relationships, negotiate terms, and coordinate internal resources to deliver tailored health plan solutions.

Remote work is supported; candidates must align with the Authorized States policy and be prepared to travel up to 10% for client engagements.

Qualifications

• Minimum 1 year of experience in a leadership role.
• Bachelor's degree +4 years in sales, customer service, telemarketing, account management, health plan administration, insurance, or related field OR 7 years of related experience.
• Licenses: Accident/Health or Sickness Insurance Licenses within 3 months of hire (various states).
• Health Insurance License in Oregon within 3 months of hire.

Responsibilities

• Promotes learning and collaboration with coworkers and customers; builds relationships with cross-functional/external stakeholders.
• Completes work autonomously; supports business-specific projects; solves complex problems; guides teams to compliant solutions.
• Maintains strategic relationships to support contract, benefit/service, and renewal activities; educates customers on products, benefits, and pricing models; monitors engagement programs.

Skills

Negotiation

Customer data

Benefits/Services

Market research

Sales opportunity orchestration

Sales/Partnership strategy

Customer experience

Underwriting

Brand strategy

Persuasion

Education

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

Job description

Note: Work location is remote (e.g. home address)

per Kaiser Permanente-s Authorized States Policy - Employees may be required to travel to a Kaiser Permanente or customer sites. Residency required in the primary location:

500 NE Multnomah St., Portland, Oregon 97232

Job Summary

In addition to the responsibilities listed above, this position is also responsible for orchestrating meetings with internal and external stakeholders to inform, plan, and problem-solve related to assigned accounts; making frequent contact with outside stakeholders in service of fulfilling facetime requirements; resolving complex customer service issues, and coordinating any necessary changes with appropriate internal functional areas; negotiating complex agreements with personnel in the broader organization related to accounts assigned regarding timelines, deliverables, and accountabilities in order to provide exemplary customer service; resolving or escalating customer experience and financial risks and applying complex prevention and/or mitigation strategies; using judgment and discretion to lead the resolution of billing and eligibility issues; preparing executive-level case review documents; executing custom performance guarantees, custom contracts, and complex Requests for Proposal (RFPs), including coordinating the necessary internal resources to do so; and delivering full suite of reports in collaboration with Account Manager.

Essential Responsibilities

• Promotes learning in others by proactively providing and/or developing information, resources, advice, and expertise with coworkers and members; builds relationships with cross-functional/external stakeholders and customers. Listens to, seeks, and addresses performance feedback; proactively provides actionable feedback to others and to managers. Pursues self-development; creates and executes plans to capitalize on strengths and develop weaknesses; leads by influencing others through technical explanations and examples and provides options and recommendations. Adopts new responsibilities; adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work; champions change and helps others adapt to new tasks and processes. Facilitates team collaboration to support a business outcome.
• Completes work assignments autonomously and supports business-specific projects by applying expertise in subject area and business knowledge to generate creative solutions; encourages team members to adapt to and follow all procedures and policies. Collaborates cross-functionally and/or externally to achieve effective business decisions; provides recommendations and solves complex problems; escalates high-priority issues or risks, as appropriate; monitors progress and results. Supports the development of work plans to meet business priorities and deadlines; identifies resources to accomplish priorities and deadlines. Identifies, speaks up, and capitalizes on improvement opportunities across teams; uses influence to guide others and engages stakeholders to achieve appropriate solutions.
• Ensures 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 facilitate contract, benefit/service, and renewal activities; demonstrating advanced product knowledge when educating customers, consultants, brokers, and/or channel partners, resolving complex questions or concerns; demonstrating an advanced 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 monitor engagement programs (e.g., member wellness) independently; and providing accurate information including advanced recommendations for new products, benefits/services offerings, and pricing models to address customer, consultant, broker, and/or channel needs independently.
• Demonstrates commitment to KP sales and retention goals by: implementing moderately complex 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 independently; and facilitating the sustained growth and competitive position of KP in the market.
• Contributes to the execution of sales and renewals by: collaborating across teams to complete the RFR process for moderately complex accounts, following established timelines and best practices; facilitating moderately complex sales and renewals including administration, negotiations, and presentations and rate product and benefit/service validation; coordinating tasks across teams to ensure that contracts, pricing, and membership accounting implement the negotiated terms for sales and renewals; and creating and capitalizing on cross-sell and upsell opportunities to increase growth and retention.

Minimum Qualifications

• Minimum one (1) year of experience in a leadership role with or without direct reports.
• Bachelors degree in Marketing, Finance, Business Administration, or related field AND minimum four (4) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field OR minimum seven (7) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field.
• Accident, Health or Sickness Insurance License (District of Columbia) within 3 months of hire
• Accident and Health or Sickness Insurance License (Hawaii) within 3 months of hire
• Health Insurance License (Maryland) within 3 months of hire
• Disability Insurance License (Washington) within 3 months of hire
• Accident and Health Insurance License (California) within 3 months of hire
• Health Insurance License (Virginia) within 3 months of hire
• Accident and Sickness Insurance License (Georgia) within 3 months of hire
• Health Insurance License (Oregon) within 3 months of hire
• Accident and Health Insurance License (Colorado) within 3 months of hire

Additional Requirements

• Knowledge, Skills, and Abilities (KSAs): Negotiation; Customer Data; Benefits/Services; Benefits/Services Presentations; Market Research; Sales Opportunity Orchestration; Sales/Partnership Strategy and Techniques; Customer Experience; Goal Setting; Member Service; Underwriting; Change Management; Brand Strategy; Persuasion

Preferred Qualifications

• Three (3) years 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.

Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.

Primary Location

Oregon,Portland,Kaiser Permanente Building

Scheduled Weekly Hours

40

Shift

Day

Workdays

Mon, Tue, Wed, Thu, Fri

Working Hours Start

08:00 AM

Working Hours End

05:00 PM

Job Schedule

Full-time

Job Type

Standard

Worker Location

Remote

Employee Status

Regular

Employee Group/Union Affiliation

NUE-PO-01|NUE|Non Union Employee

Job Level

Individual Contributor

Department

Po/Ho Corp - National Acct Regional Team - 7016

Pay Range

$99200 - $128370 / year

Kaiser Permanente strives to offer a market competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of our total rewards package. Actual base pay determined at offer will be based on labor market data, internal alignment, and a candidate's years of relevant work experience, education, certifications, skills, and geographic location.

Travel

Yes, 10 % of the Time

Work Setting

Remote

Worker location must align with Kaiser Permanente's Authorized States policy.

Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.