Call-in/On-Call Enrollment Specialist III

Essential Responsibilities

• Pursues effective relationships with others by proactively providing resources, information, advice, and expertise with coworkers and members.
• Listens to, seeks, and addresses performance feedback; provides mentoring to team members.
• Pursues self-development; creates plans and takes action to capitalize on strengths and develop weaknesses; influences others through technical explanations and examples.
• Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work; helps others adapt to new tasks and processes.
• Supports and responds to the needs of others to support a business outcome.
• Completes work assignments autonomously by applying up-to-date expertise in subject area to generate creative solutions; ensures all procedures and policies are followed; leverages an understanding of data and resources to support projects or initiatives.
• Collaborates cross-functionally to solve business problems; escalates issues or risks as appropriate; communicates progress and information.
• Supports, identifies, and monitors priorities, deadlines, and expectations.
• Identifies, speaks up, and implements ways to address improvement opportunities for team.
• Contributes 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; and identifying and escalating service failure trends or process improvement opportunities to team and managers to better meet customer needs.
• Facilitates 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; and supporting efforts across teams in the overall implementation or renewal process of health plan membership, including research, presentation, preparation, reporting and training coordination independently.
• Contributes 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 health care 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; and utilizing marketing and technical resources to achieve account plan objectives.
• Contributes to sales goal attainment by: collaborating with the team to find new opportunities to grow customer base to 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; and implementing standard and non-standard protocols to increase cross-sell and up-sell opportunities.

Knowledge, Skills and Abilities

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