Account Manager IV, Client Service Management

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.