Area Director of Account Management
Primary Location Burbank, California
Worker Location Remote
Job Number 1269438 Date posted 04/08/2024
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Description:
Directs the long-term strategic direction of sales and retention strategies for health insurance or workers compensation accounts in alignment with company-wide initiatives. Establishes best practices for utilizing resources, technology tools, and customer performance data (e.g., cost utilization, financial, clinical) to meet competitive revenue and growth targets. Oversees relationships with customers, consultants, brokers, and/or channel partners, ensuring that their overall needs are being met. Provides consultation to teams in developing recommendations to support health benefits strategy and offering. Represents the marketplace perspective to influence strategic direction and decision-making of senior leadership. Is accountable for Key Performance Indicators (KPIs) to drive the sustained growth and competitive position of KP in the market.
Job Summary:
Directs the long-term strategic direction of sales and retention strategies for health insurance or workers compensation accounts in alignment with company-wide initiatives. Establishes best practices for utilizing resources, technology tools, and customer performance data (e.g., cost utilization, financial, clinical) to meet competitive revenue and growth targets. Oversees relationships with customers, consultants, brokers, and/or channel partners, ensuring that their overall needs are being met. Provides consultation to teams in developing recommendations to support health benefits strategy and offering. Represents the marketplace perspective to influence strategic direction and decision-making of senior leadership. Is accountable for Key Performance Indicators (KPIs) to drive the sustained growth and competitive position of KP in the market.
Essential Responsibilities:
- Prepares individuals for growth opportunities and advancement; builds internal collaborative networks for self and others. Solicits and acts on performance feedback; drives collaboration to set goals and provide open feedback and coaching to foster performance improvement. Demonstrates continuous learning; oversees the recruitment, selection, and development of talent; ensures performance management guidelines and expectations to achieve business needs. Stays up to date with organizational best practices, processes, benchmarks, and industry trends; shares best practices within and across teams. Motivates and empowers teams; maintains a highly skilled and engaged workforce by aligning resource plans with business objectives. Provides guidance when difficult decisions need to be made; creates opportunities for expanded scope of decision making and impact.
- Oversees the operation of multiple units within a department by identifying member and operational needs; ensures the management of work assignment completion; translates business strategy into actionable business requirements; ensures products and/or services meet member requirements and expectations while aligning with organizational strategies. Gains cross-functional support for business plans and priorities; assumes responsibility for decision making; sets standards, measures progress, and fosters resolution of escalated issues. Communicates goals and objectives; analyzes resources, costs, and forecasts and incorporates them into business plans; prioritizes and distributes resources. Removes obstacles that impact performance; guides performance and develops contingency plans accordingly; ensures teams accomplish business objectives.
- Manages experience customer and market turnaround by: establishing long-term strategic direction for team member communications with customers, consultants, brokers, and/or channels for contract, benefit/service, and renewal activities and resolve escalations when needed; serving as an expert on product knowledge and directing team members to educate customers, consultants, brokers, and/or channel partners, resolving any questions or concerns; setting best practices for building expertise in prospect or customer business to ensure that Request for Renewal (RFR) response and engagement strategies are in alignment with customer and company-wide goals; managing team relationships with engagement team/specialist, and setting long-term strategic direction for engagement programs (e.g., member wellness); and setting long-term strategic direction for providing recommendations for new products, benefits/services offerings, and pricing models to address customer, consultant, broker, and/or channel needs.
- Demonstrates commitment to KP sales and retention goals by: directing the team to meet or exceed challenging targets for retention and growth for accounts in the Book of Business; establishing company-wide Key Performance Indicators (KPIs), and monitoring progress using the Customer Relationship Management (CRM) platform; and directing the team in alignment with the sustained growth and competitive position of KP in the market.
- Contributes to the execution of sales and renewals by: directing broad strategy for RFR processes, troubleshooting and resolving escalations when necessary; establishing and promoting best practices for teams sales and renewals including administration, negotiations, and presentations and rate product and benefit/service validation; directing teams across the organizations to ensure that contracts, pricing, and membership accounting implement the negotiated terms for sales and renewals; and providing consultation across organizations to develop and implement highly advanced strategies for cross-sell and upsell opportunities to increase growth and retention.
- Supports internal and external communication by: directing teams across organizations to collaborate on account strategy, and ensuring alignment with company-wide long-term objectives; directing the flow of information across the company to advance and ensure deadlines and objectives are met; providing consultation to teams developing highly advanced recommendations for customer channels on all aspects of health benefits/services strategy and offering; and representing the marketplace perspective to influence strategic direction and decision-making of senior leadership.
Minimum Qualifications:
- Minimum three (3) years of experience in a leadership role with direct reports.
- Bachelors degree in Mathematics, Statistics, Engineering, Social/Physical/Life Science, Business, or related field AND minimum nine (9) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field OR minimum twelve (12) years of experience in sales, customer service, telemarketing, account management, health plan administration, insurance, or a directly related field.
Additional Requirements:
- Knowledge, Skills, and Abilities (KSAs): Change Management; Negotiation; Customer Data; Benefits/Services; Brand Strategy; Market Research; Persuasion; Sales Operations; Sales Opportunity Orchestration; Sales Performance Data; Sales/Partnership Strategy and Techniques; Customer Experience; Goal Setting; Member Service; Underwriting
#Leadership
Preferred Qualifications:
- Master's degree in Health Administration, Public Health, or Business Administration.
- Five (5) years of experience in group health care benefits sales, account management, and/or implementation, or a directly related field.
Primary Location: California,Burbank,Marketing, Sales, Service and Admin
Scheduled Weekly Hours: 40
Shift: Day
Workdays: Mon, Tue, Wed, Thu, Fri
Working Hours Start: 08:00 AM
Working Hours End: 05:00 PM
Job Schedule: Full-time
Job Type: Standard
Worker Location: Remote
Employee Status: Regular
Employee Group/Union Affiliation: NUE-PO-01|NUE|Non Union Employee
Job Level: Director/Senior Director
Specialty: Account Management
Department: Regional Offices - Pasadena - Grp Reltn-Area Acct Mgnt Regl - 7016
Pay Range: $191500 - $247720 / year
The ranges posted above reflect the location in the job posting. The salary range may vary if you reside in a different location or state than the location posted.
Travel: Yes, 25 % of the Time
Remote: Work location is the remote workplace (from home) within KP authorized states.
Worker location must align with Kaiser Permanente's Authorized States policy.
At Kaiser Permanente, equity, inclusion and diversity are inextricably linked to our mission, and we aim to make it a part of everything we do. We know that having a diverse and inclusive workforce makes Kaiser Permanente a better place to receive health care, a more supportive partner in our communities we serve, and a more fulfilling place to work. Working at Kaiser Permanente means that you agree to and abide by our commitment to equity and our expectation that we all work together to create an inclusive work environment focused on a sense of belonging and wellbeing.
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. Submit Interest
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. Submit Interest
