Call-In/On-Call Enrollment Specialist III

Kaiser Permanente is seeking Call-In/On-Call Enrollment Specialist III professionals to serve as on-site representatives during open enrollment, wellness, and new employee orientation events. In this highly visible role, you will partner with Account Managers and Associate Account Managers to educate employees, members, and prospective members about Kaiser Permanente’s products, services, and unique value.

About the role

Events typically last 2 to 4 hours and are held throughout Kaiser Permanente service areas. Enrollment Specialists are instrumental in driving a positive enrollment experience by delivering engaging presentations, answering questions, and highlighting the benefits of Kaiser Permanente membership. This opportunity is ideal for individuals who enjoy public speaking, educating consumers, building relationships, and representing a trusted healthcare organization in a community-facing environment.

Work location is on-site with the flexibility to work remotely. The primary location will be in-office for meetings, 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: 99 S. Oakland Ave., Pasadena, California 91101. Reliable transportation is required. Candidates must live in or near the designated hiring location. Availability to work a flexible schedule is required, as hours are limited and vary based on business need.

Responsibilities

• Attend employer, community, and open enrollment events on an on-call basis to educate members and prospects on KP products.
• Deliver formal presentations to employees and prospective members.
• Independently monitor and report on enrollment performance data and discrepancies.
• Serve as an informational resource for sales and account management teams on KP health plans and benefit offerings when working with customers, internal departments, and/or brokers.
• Utilize comprehensive foundational knowledge of KP health plans and benefit offerings to facilitate formal, stand-up presentations to prospective members.
• Resolve customers' standard and non-standard questions and concerns about benefits and services.
• Pursue effective relationships by proactively providing resources, information, advice, and expertise with coworkers and members.
• Listen to, seek, and address performance feedback; provide mentoring to team members.
• Pursue self-development; create plans and take action to capitalize on strengths and develop weaknesses; influence others through technical explanations and examples.
• Adapt to and learn from change, challenges, and feedback; demonstrate flexibility in approaches to work; help others adapt to new tasks and processes.
• Support and respond to the needs of others to achieve business outcomes.
• Complete work assignments autonomously by applying up-to-date expertise in subject area to generate creative solutions; ensure all procedures and policies are followed; leverage an understanding of data and resources to support projects or initiatives.
• Collaborate cross-functionally to solve business problems; escalate issues or risks as appropriate; communicate progress and information.
• Support, identify, and monitor priorities, deadlines, and expectations.
• Identify, speak up, and implement ways to address improvement opportunities for the team.
• Contribute to a positive customer experience by:
  • Implementing standard and non-standard protocols to build new and leverage existing relationships with brokers, channels, and customers to demonstrate value and build commitment independently.
  • Gathering data on standard and non-standard customer needs, and identifying solutions linking KP mission, vision and values, key quality measures, key care management initiatives, and current services initiatives independently.
  • Utilizing comprehensive foundational knowledge of product, service, and ratings to respond to, encourage, and educate customers, brokers, and consultants about added services and product enhancements in standard and non-standard situations.
  • Identifying and escalating service failure trends or process improvement opportunities to team and managers to better meet customer needs.
• Facilitate the enrollment and implementation process by:
  • Conducting local and regional enrollment meetings to win new and retain current customers.
  • Applying standard and non-standard protocols to serve as an advocate for customer needs during the membership enrollment and implementation process independently.
  • Supporting efforts across teams in the overall implementation or renewal process of health plan membership, including research, presentation, preparation, reporting, and training coordination independently.
• Contribute to the development of sales strategy by:
  • Designing plans for new products, benefits offerings, or pricing models to address customer needs independently.
  • Utilizing comprehensive foundational knowledge of the healthcare market to analyze industry trends, and competitor products, offerings, and pricing models to provide lessons learned and strategic recommendations independently.
  • Executing an account plan to meet standard and non-standard business objectives for membership, revenue, and margin.
  • Collecting and analyzing performance data to inform account strategy and identify and escalate potential issues.
  • Utilizing marketing and technical resources to achieve account plan objectives.
• Contribute to sales goal attainment by:
  • Collaborating with the team to find new opportunities to grow the customer base in new or growing markets.
  • Maintaining the prospect database and targeted prospect profiles to inform strategic planning.
  • Collaborating within the team to contribute to product and plan design, quote, and Request for Proposal (RFP).
  • Providing standard and non-standard recommendations to the team to inform forecasting and pricing independently.
  • Implementing standard and non-standard protocols to increase cross-sell and up-sell opportunities.

Skills

• Core: Ambiguity/Uncertainty Management, Attention to Detail, Business Knowledge, Communication, Critical Thinking, Cross-Group Collaboration, Decision Making, Dependability, Diversity, Equity, and Inclusion Support, Drives Results, Facilitation Skills, Health Care Industry, Influencing Others, Integrity, Learning Agility, Organizational Savvy, Problem Solving, Short- and Long-term Learning & Recall, Teamwork, Topic-Specific Communication
• Functional: Corporate Partnerships, Storytelling, Benefits/Services, Benefits/Services Presentations, Brand Strategy, Business Development, Business Planning, Business Process Improvement, Clinical Selling Expertise, Commercial Marketing, Compliance Management, Creativity, Data Entry, Event Planning, Goal Setting, Interpersonal Skills, Member Service, Negotiation, Product Strategy, Sales Operations, Sales Opportunity Orchestration, Sales Performance Data, Sales/Partnership Strategy and Techniques

Qualifications

• Bachelor’s degree in Marketing, Finance, Business Administration, or related degree AND two (2) years of experience in marketing, business development, managing business-to-business relationships, or directly related field.
• OR minimum five (5) years of experience in marketing, business development, managing business-to-business relationships, or a directly related field.

Preferred Qualifications

• Two (2) years of experience in the health insurance industry.
• Two (2) years of experience in health plan enrollment or a directly related field.

Pay

Compensation varies by location and is paid at a flat hourly rate of $31.00 (HI) and $31.50 or $35.55 per hour. The posted pay range is $30.81 - $39.82 per hour. 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

• Shift: Day
• Workdays: Mon, Tue, Wed, Thu, Fri, Sat
• Working Hours Start: 08:00 AM
• Working Hours End: 05:00 PM
• Job Schedule: Call-in/On-Call
• Travel: Yes, 75% of the Time