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.

Contributions to 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.

Enrollment and Implementation

• 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.

Strategic Contributions

• 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.

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.

Other Skills and Qualifications

• 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
• 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

Requirements:

• 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.
• Bilingual (English/Spanish) Level I required.
• Two (2) years of experience in the health insurance industry.
• Two (2) years of experience in health plan enrollment or a directly related field.