Kaiser Permanente

Compensation

Full Description

Note: The job is a remote job and is open to candidates in USA. Kaiser Permanente is seeking a Director of Client Services to lead day-to-day Account Management excellence for the California Large Group segment. The role involves overseeing a leadership team, ensuring effective delivery of services, and supporting membership retention and growth objectives. Responsibilities • Prepares individuals for growth opportunities and advancement; builds internal collaborative networks for self and others. Solicits and acts on performance feedback; drives collaboration to set goals and provide open feedback and coaching to foster performance improvement. Demonstrates continuous learning; oversees the recruitment, selection, and development of talent; ensures performance management guidelines and expectations to achieve business needs. Stays up to date with organizational best practices, processes, benchmarks, and industry trends; shares best practices within and across teams. Motivates and empowers teams; maintains a highly skilled and engaged workforce by aligning resource plans with business objectives. Provides guidance when difficult decisions need to be made; creates opportunities for expanded scope of decision making and impact • Oversees the operation of multiple units within a department by identifying member and operational needs; ensures the management of work assignment completion; translates business strategy into actionable business requirements; ensures products and/or services meet member requirements and expectations while aligning with organizational strategies. Gains cross-functional support for business plans and priorities; assumes responsibility for decision making; sets standards, measures progress, and fosters resolution of escalated issues. Communicates goals and objectives; analyzes resources, costs, and forecasts and incorporates them into business plans; prioritizes and distributes resources. Removes obstacles that impact performance; guides performance and develops contingency plans accordingly; ensures teams accomplish business objectives • Manages experience customer and market turnaround by: establishing long-term strategic direction for team member communications with customers, consultants, brokers, and/or channels for contract, benefit/service, and renewal activities and resolve escalations when needed; serving as an expert on product knowledge and directing team members to educate customers, consultants, brokers, and/or channel partners, resolving any questions or concerns; setting best practices for building expertise in prospect or customer business to ensure that Request for Renewal (RFR) response and engagement strategies are in alignment with customer and company-wide goals; managing team relationships with engagement team/specialist, and setting long-term strategic direction for engagement programs (e.g., member wellness); and setting long-term strategic direction for providing recommendations for new products, benefits/services offerings, and pricing models to address customer, consultant, broker, and/or channel needs • Demonstrates commitment to KP sales and retention goals by: directing the team to meet or exceed challenging targets for retention and growth for accounts in the Book of Business; establishing company-wide Key Performance Indicators (KPIs), and monitoring progress using the Customer Relationship Management (CRM) platform; and directing the team in alignment with the sustained growth and competitive position of KP in the market • Contributes to the execution of sales and renewals by: directing broad strategy for RFR processes, troubleshooting and resolving escalations when necessary; establishing and promoting best practices for teams sales and renewals including administration, negotiations, and presentations and rate product and benefit/service validation; directing teams across the organizations to ensure that contracts, pricing, and membership accounting implement the negotiated terms for sales and renewals; and providing consultation across organizations to develop and implement highly advanced strategies for cross-sell and upsell opportunities to increase growth and retention • Supports internal and external communication by: directing teams across organizations to collaborate on account strategy, and ensuring alignment with company-wide long-term objectives; directing the flow of information across the company to advance and ensure deadlines and objectives are met; providing consultation to teams developing highly advanced recommendations for customer channels on all aspects of health benefits/services strategy and offering; and representing the marketplace perspective to influence strategic direction and decision-making of senior leadership Skills • Minimum three (3) years of experience in a leadership role with direct reports • Bachelors degree in Mathematics, Statistics, Engineering, Social/Physical/Life Science, Business, or related field AND minimum nine (9) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field OR minimum twelve (12) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field • Accident and Health Insurance License (California) within 3 months of hire • Knowledge, Skills, and Abilities (KSAs): Change Management; Negotiation; Customer Data; Benefits/Services; Brand Strategy; Market Research; Persuasion; Sales Operations; Sales Opportunity Orchestration; Sales Performance Data; Sales/Partnership Strategy and Techniques; Customer Experience; Goal Setting; Member Service; Underwriting Company Overview • Kaiser Permanente is a health organization that offers disease prevention, mental healthcare, and chronic disease management services. It was founded in 1945, and is headquartered in Oakland, California, USA, with a workforce of 10001+ employees. Its website is https://healthy.kaiserpermanente.org.