Call-in/On-Call Enrollment Specialist III (Bilingual)

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.
• 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

• 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.

Facilitates the Enrollment and Implementation Process

• 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.
• Serving 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.

Contributes to Sales Strategy

• 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.
• Utilizing marketing and technical resources to achieve account plan objectives.

Contributes to Sales Goal Attainment

• 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.
• Implementing standard and non-standard protocols to increase cross-sell and up-sell opportunities.

Ambiguity/Uncertainty Management

• Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work; helps others adapt to new tasks and processes.

Attention to Detail

• Ensures all procedures and policies are followed; leverages an understanding of data and resources to support projects or initiatives.

Business Knowledge

• Applies 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.

Communication

• Applies 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.

Critical Thinking

• Applies 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.

Cross-Group Collaboration

• Collaborates cross-functionally to solve business problems; escalates issues or risks as appropriate; communicates progress and information.

Decision Making

• Applies 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.

Dependability

• Applies 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.

Diversity, Equity, and Inclusion Support

• Applies 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.

Drives Results

• Applies 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.

Facilitation Skills

• Applies 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.

Health Care Industry

• Applies 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.

Influencing Others

• Applies 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.

Integrity

• Applies 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.

Learning Agility

• Applies 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.

Organizational Savvy

• Applies 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.

Problem Solving

• Applies 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.

Short- and Long-term Learning & Recall

• Applies 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.

Teamwork

• Applies 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.

Topic-Specific Communication

• Applies 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.

Corporate Partnerships

• Applies 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.

Storytelling

• Applies 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.

Benefits/Services

• Applies 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.

Benefits/Services Presentations

• Applies 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.

Brand Strategy

• Applies 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.

Business Development

• Applies 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.

Business Planning

• Applies 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.

Business Process Improvement

• Applies 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.

Clinical Selling Expertise

• Applies 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.

Commercial Marketing

• Applies 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.

Compliance Management

• Applies 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.

Creativity

• Applies 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.

Data Entry

• Applies 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.

Event Planning

• Applies 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.

Goal Setting

• Applies up-to-date expertise in subject area to generate creative solutions; ensures all procedures and policies are followed;