The Northwest Large Group Multi-State Account Management team is responsible for retaining and growing our clients who have employees in multiple Kaiser Permanente Regions. The Multi-State Account Manager works with colleagues across all our Regions to drive and/or support the renewal and retention of client contracts in multiple Kaiser Permanente Regions. While this position works across multiple Kaiser Permanente Regions, they are required to be market facing within our Region, therefore, must live and work within the Northwest service area. This position is accountable for building relationships with brokers and clients, creating strategies, and negotiating renewals to position us for retention and growth
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 site. Residency required in the primary location: 500 NE Multnomah St., Portland, Oregon 97232

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.

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
• Health Insurance License (Oregon) within 3 months of hire

ADDITIONAL REQUIREMENTS:

• Knowledge, Skills, and Abilities (KSAs): Customer Experience; Member Service; Benefits/Services; Benefits/Services Presentations
  PrimaryLocation : Oregon,Portland,Kaiser Permanente Building
  HoursPerWeek : 40
  Shift : Day
  Workdays : Mon, Tue, Wed, Thu, Fri
  WorkingHoursStart : 08:00 AM
  WorkingHoursEnd : 05:00 PM
  Job Schedule : Full-time
  Job Type : Standard
  Employee Status : Regular
  Employee Group/Union Affiliation : NUE-NW-01|NUE|Non Union Employee
  Job Level : Individual Contributor
  Job Category : Sales & Account Management
  Department : Kaiser Permanente Building - HP Mgr-Larg Grp Sales Admin - 1008
  Travel : Yes, 10 % of the Time
  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

• 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.