Account Administration Lead Representative

May be entitled to translation/bilingual, shift, or other wage premiums as governed by the applicable collective bargaining agreement. For additional information, refer to the respective collective bargaining agreement: https://www.lmpartnership.org/local-contracts.

About the role

Assist the management team in the day-to-day operations of a specific line of business by providing operational knowledge, support, and guidance to the Account Administrative Representatives. Support management with coordinating daily production goals and provide operational training for the line of business.

Responsibilities

• Provide day-to-day communication and operational support to Account Administrative Representatives by setting workflow priorities.
• Resolve daily operational issues with purchasers and other teams to ensure effective and efficient customer satisfaction.
• Assist in monitoring production goals and customer service measures for a specific line of business.
• Monitor work output to ensure production, accuracy, and customer service goals are met.
• Provide on-the-job training and orientation for new Account Administrative Representatives.
• Deliver follow-up training on Common Membership and work processes, methods, and systems.
• Identify, develop, and provide training to all AARs on Common Membership and related issues.
• Perform all functions required of the Account Administrative Representative position.
• Participate in internal development teams to ensure administrative systems and business processes are functional and effective.
• Contribute to team-based projects and customer service or operational improvement initiatives.
• Prepare special reports as needed.
• Provide AAR performance feedback to line of business management.
• Communicate and train new and revised processes to the line of business.
• Attend operational meetings as needed or directed by management.
• Perform other duties as assigned.

Requirements

• Minimum two (2) years of experience in a customer service environment, accounting (accounts receivable preferred), or administrative support.
• Minimum eighteen (18) months of experience as an Account Admin Rep with Kaiser Permanente, in the appropriate line of business within the last six (6) months.
• Must meet productivity and quality metrics.
• Minimum six (6) months of experience as a team lead or supervisor, or leadership skills demonstrated through partnership teams for six (6) months or more.
• High School Diploma or General Education Diploma (GED) required.

Skills

• Demonstrated ability to provide administrative direction to other employees.
• Ability to adapt to change and be flexible in shifting work priorities.
• Strong oral and written communication skills.
• Proven time management and multitasking capabilities.
• Demonstrated problem-solving, conflict resolution, and decision-making skills.
• Customer service skills and customer focus abilities, with an understanding of KP customer needs.
• Experience working with internal and external customers.
• Knowledge of the line of business and Common Membership.

Preferred Qualifications

• Associate’s degree or equivalent education, with completion of one (1) or more college-level courses in accounting or finance.
• Experience providing follow-up training to new AARs on Common Membership and work processes.

Pay

$29.78 - $40.56 per hour. Kaiser Permanente strives to offer a market-competitive total rewards package and is committed to pay equity and transparency. 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.

Schedule

• Full-time (40 hours per week).
• Shift: Day (Working hours: 12:00 PM - 8:45 PM).
• Workdays: Monday, Tuesday, Wednesday, Thursday, Friday.