Skip to Main Content

Kaiser Permanente Careers

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.

Customer Implementation Consultant

Location: Portland, OR Additional Locations:
Job Number: 820478 Date posted: 09/10/2019

Oversees fully insured and self-funded group installation processes across multiple regions and multiple functional areas. Monitors installation activities for new and renewing national and regional groups, and will actively manage tasks, processes and time lines always keeping the customer at the forefront. Partners with sales and account management to support the customer through the installation process and to positively impact the customer experience. Resolves issues during the installation process and/or escalate potential issues to department Managers, National Leads or National Directors. May be responsible for creating and distributing installation plans, reports, summaries and hand-off documentation. May be responsible for supporting project initiatives, gap analysis, implementing lessons learned, training and mentoring of new staff. May be responsible for looking for opportunities for process improvement and influence change.

Essential Responsibilities:

  • Case Installation:

  • Manage the overall installation of new and approved renewing accounts (mainly standard and some complex).

  • Function as a main point of contact for the customer during the account installation.

  • Partner with Sales and Account Management, Regional Case Installation Teams, Regional Functional Areas (e.g. CSC, Membership Administration, Benefits, Contracts) to ensure a successful account installation.

  • Coordinate tasks and maintain installation time lines across multiple regions and multiple functional areas, working with department Directors and Managers.

  • Ensure functional departments understand and comply with established processing and customer commitment dates.

  • Create installation checklists, time lines and plans and communicate to the customer.

  • Track all installation activities using a reportable database and monitor those activities to identify potential risks or known issues. Use database to report on group-specific activities or summary statistics.

  • Resolve issues during the installation and renewal processes, working directly with regional contacts and functional departments to ensure installations comply with standard processes guidelines.

  • Monitor the reconciliation of application, enrollment and fulfillment processes such as ID cards, Member Handbooks, EOC and Provider Directories. Resolve or escalate inconsistencies identified.

  • Coordinate Installation meetings with National Sales, Account Management, Brokers and/or Employer Groups.

  • Facilitate seamless hand-off to National Account Management staff, supported by group-specific reporting metrics, issue review and installation processing summary.

  • Relationships:

  • Develop strong cross functional relationships to partner and support Sales and Account Management and to ensure that the National Case Installation process is used.

  • Provide leadership to cross functional regional work teams in establishing approach to support national, multiregional and total replacement accounts.

  • The incumbent routinely interacts with Customers, National Sales and Account Management, National and Regional Partners, Provider Relations, Provider Contracting, and Claims Managers, KPIT Managers, SFAS Staff, Third Party Claims Administrator, and other outside vendors.

  • Basic Qualifications:


  • Minimum five (5) years account services, case installation/implementation, project/program management, operations and/or relevant experience in a directly related field required.

  • Education

  • 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:

  • Working knowledge of Self-Funding and Fully Insured Healthplans.

  • Understanding of healthcare insurance products and processing.

  • Ability to educate and influence complex, cross-functional business partners on Self-Funded products and administration.

  • Ability to define, develop, document and implement formal Policies and Procedures related to Self-Funded products and services.

  • Thorough understanding of and experience in managed care and all health insurance products, including self-funded.

  • Knowledge of the health insurance market.

  • Knowledge of Commercial and/or Self-Funded billing requirements and claims adjudication practices.

  • Broad knowledge of health plan administration and operational needs for Self-Funded products.

  • Strong interpersonal skills, especially specific to persuasion and negotiation.

  • Demonstrated ability in influence operational management.

  • Demonstrated ability to determine the key risks that need to be addressed and develop actions plans that are multi-faceted in nature and include both business process.

  • Preferred Qualifications:

  • Preferred more than five (5) years account services, case installation/ implementation, operations and/or relevant experience within the health insurance industry, including project/program management experience, with successive levels of accountability and results.
  • Primary Location: Oregon,Portland,Kaiser Permanente Building 500 NE Multnomah St. Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon - 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: Individual Contributor Job Category: Sales and Marketing Department: National Case Installation Travel: Yes, 5 % 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.

    Glassdoor Logo

    See What People are Saying About Working at KP

    Mar 26, 2019

    "The best job I have ever had!"

    Glassdoor Ratings

    Current Employee - Senior Project Manager in Oakland, CA

    • Recommends
    • Positive Outlook
    • Approves of CEO

    I have been working at Kaiser Permanente full-time for more than a year


    Real focus on creating higher quality, more affordable healthcare. Talented coworkers and great mentors. Fabulous benefits.Full Review

    More Kaiser Permanente Ratings & Reviews (5,917)

    to Our

    Kaiser Permanente has been named one of the 2019 Best Places to Work. Check out what our employees like best about working at KP!

    glassdoor 2019 Best Places to Work - Employees' Choice

    Our Events

    Come introduce yourself to a member of the Kaiser Permanente team at an upcoming career or professional event. We look forward to meeting you in person.

    Recently Viewed Jobs

    You do not have any recently viewed jobs.

    Join Kaiser Permanente's Talent Network

    Please fill out the fields below and click "Join Now" to receive information about opportunities that relate to your selections.

    Interested InSearch for a category and select one from the list of suggestions. Search for a location and select one from the list of suggestions. Finally, click “Add” to create your job alert.

    Interested in internships or early career opportunities? Click here to join our University Talent Network. Are you a Veteran? Click here to join our Military Talent Network.