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Sales & Marketing

Communicating the Future of Care

Continually focused on advancement and improvement, our innovative sales and marketing professionals anticipate and respond to the ever-changing demands of our customers, members, regulators, and the marketplace.

Director, Customer Onboarding & Implementation

Location: Burbank, CA Additional Locations:

1800 Harrison 1800 Harrison, 1800 Harrison, Oakland,California, 94612
San Diego Sales & Marketing Admin. 8889 Rio San Di, 8889 Rio San Diego Dr. 2nd Fl., San Diego,California, 92108
Job Number: 828518 Date posted: 10/23/2019

Responsible for leading a team of National Installation Consultants, who are responsible for the successful installation of all new fully insured national accounts customers and all self funded new and existing customers. Oversee all implementation work of the team and will be actively engaged in customer facing issue resolution and recovery on customer escalated issues. Collaborate with Regions and National Functions to define standard and consistent solutions to installing new and renewing customers as well as streamlining processes and improving the customer experience. Partner with National Sales Management to identify improvement opportunities in the customer on-boarding process and develop a strategy for the usage of the installation team on the fully insured renewal book of business. Focus on Case Installation metrics; including timeliness of the installation to the effective date, meeting customer commitment dates, quality and customer satisfaction.

Essential Functions:
- In addition to the Senior Manager role: Leads the management team to establish strategic plans and long term objectives for Case Installation. Leads the creation/ participation in cross functional goals and objectives. Overall control of planning, staffing, budgeting, managing expense priorities. Influences and leads the Regional and National CI teams to implement changes that correspond with the long term strategy of the CI Strategy Map. Oversee all implementation work and actively engage in customer facing issue resolution and recovery on customer escalated issues. Collaborate with Sales and Account Management and regional installation leaders to identify and act on opportunities. Overall accountability for Private Exchanges - understands overall process, assess and mitigate risk, endure successful implementation and ongoing operation. Evaluate Case Installation performance, business practices and metrics to ensure targets are met.
- Relationships - In addition to the Senior Manager role: Partner with regional Case Installation Managers and other PBCK and MSSA leaders to develop a culture of collaboration and accountability to drive performance against the goals of the National Case Installation team and the organization. Regional Product and benefit directors and operational partners. Regional case installation managers and teams. Regional claims administration and member service directors. Third party administrators. ED, KPIC Regulatory. ED, Self Funded Employer Services. ED, KPIC Infrastructure.

Basic Qualifications:
- Minimum eight (8) years of experience in management and leading cross-functional teams; (building teams, recruiting, building team environment, performance management).
- Minimum ten (10) years of related experience.
- Bachelor's degree in business administration, health care administration or a related field, OR four (4) years of experience in a directly related field.
- High School Diploma or General Education Development (GED) required.
License, Certification, Registration
- N/A
Additional Requirements:
- In addition to the Senior Manager role: Demonstrate knowledge of and skill in change management, conflict resolution, negotiations, customer service, group presentations, oral and written communication, team building, and results orientation.
- Must be able to work in a Labor/Management Partnership environment.

Preferred Qualifications:
- N/A

Primary Location: California,Burbank,Marketing Sales Service and Admin 3100 Thornton Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri Working Hours Start: 8:00 AM Working Hours End: 5:00 PM Job Schedule: Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: Salaried, Non-Union, Exempt Job Level: Director/Senior Director Job Category: Sales and Marketing Department: Customer Onboarding & Implementation Travel: Yes, 10 % of the Time 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.

External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.

About Sales & Marketing

Careers In Sales & Marketing

Apply your sales, account management, marketing, and product development skills as a member of our high-performing team. Kaiser Permanente's unique stance as an insurance provider and care delivery organization provides the key differentiation that rests at the core of our offering. This, coupled with an unwavering commitment to health advocacy and total health, drives our marketing and sales strategies — and it's what will set your career apart from the rest.

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