Sales Services Specialist III - Multi-State Account Management

Follows pre-established plans for project logistics independently. Takes accountability for meeting deadlines, resolving standard and non-standard lead/prospect/customer and/or channel partner questions, and escalates critical issues and discrepancies when needed. Utilizes standard and non-standard protocols to review, identify, and implement goals, deliverables, and key milestones for projects containing multiple workstreams. Participates in external and/or internal engagements and makes formal presentations to various audiences. Develops standard and non-standard content and communications to align messages or to advance the sale, independently. Serves as a resource for health insurance benefits and product offerings in case follow-up questions arise for personnel primarily within and/or outside of the organization. Executes and coordinates all standard and non-standard business processes related to the lead/prospect/customer and/or channel partner requests. Conducts small and medium-scale data entry, reconciliation, and processes departmental systems as appropriate to ensure integrity and reliability in data within and/or across teams. Gathers data on lead/prospect/customer and/or channel partner needs, and identifies solutions that link to KPs mission, vision and values, service quality, and current product and service offerings.

• 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. Pursues self-development; creates plans and takes action to capitalize on strengths and develop weaknesses; influences others through technical explanations and examples. Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work; helps others adapt to new tasks and processes. Supports and responds to the needs of others to support a business outcome.


• 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.


• Participates in the administration of benefits and products by: independently implementing relevant internal business processes related to the benefits and product offering that Sales and Account Management teams are presenting to customers; serving as a resource for health insurance benefits and product offerings in case follow-up questions arise for personnel primarily within and/or outside of the organization; and utilizing comprehensive foundational knowledge of benefits policies to ensure that all alternate benefit requests meet benefit requirements and state and federal regulatory requirements.


• Engages in effective communication practices by: participating in external and/or internal engagements and occasionally making formal presentations to various audiences; creating communications to ensure that other team members are informed and up to date on important information and influencing events; and developing standard and non-standard content and communications to align messages or to advance the sale, independently.


• Ensures that sales data are used advantageously by: conducting small and medium-scale data entry, reconciliation, and processing in various applicable departmental systems as appropriate to ensure integrity and reliability in data within and/or across teams; and utilizing standard and non-standard processes to conduct analyses for reporting on lead/prospect/customer accounts, sales, channels, activities, and or events to make strategic recommendations (e.g., membership and account trends) and action plans.


• Creates a positive lead/prospect/customer and/or channel partner experience by: developing and implementing standard and non-standard protocols to build upon and leverage existing relationships with internal stakeholders, lead/prospect/customers, channel partners, and third-party administrators (TPA) to demonstrate value and build commitment independently; independently gathering data on lead/prospect/customer and/or channel partner needs, and identifying solutions that link to KPs mission, vision and values, service quality, and current product and service offerings; utilizing comprehensive foundational knowledge of products, services, and ratings to respond to, encourage, and educate leads/prospects/customers, brokers, and consultants about added services and product enhancements in standard and non-standard situations; and collaborating between teams to identify opportunities to better meet the needs of leads/prospects/customers and/or channel partners.


• Engages in project management efforts by: following pre-established plans for project logistics (e.g., process enhancement initiatives), including time and resource management, and quality checks, independently; taking accountability for meeting deadlines, resolving standard and non-standard lead/prospect/customer and/or channel partner questions, and escalating critical issues and discrepancies when needed; utilizing standard and non-standard protocols for reviewing, identifying, and implementing goals, deliverables, and key milestones for projects containing multiple workstreams; completing tasks within customer focused business units/lines of business (LOBs) in the organization to contribute to the strategic direction of projects and executing action plans independently; and applying standard and non-standard strategies for the continuous improvement of tools, technology, and processes to optimize effectiveness.


• Participates in sales process execution efforts by: reviewing and processing incoming lead/prospect/customer and/or channel partner information for Sales Account and Management colleagues, independently; executing and coordinating all standard and non-standard business processes related to the lead/prospect/customer and/or channel partner requests; engaging in the communication of information on progress, process, and requirements for lead/prospect/customer and/or channel partner information in a timely manner, within and/or across teams; applying strategies to align lead/prospect/customer and/or channel partner requests and engagement strategies to address standard and non-standard challenges independently; and developing and providing comprehensive and compelling responses to lead/prospect/customer and/or channel partner requests that effectively position, differentiate, brand, and promote KPs diverse range of products and services.