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Sales Services Specialist III

4 months ago

Portland, United States Kaiser Permanente Full time

Note: Work location is the

remote workplace

(e.g. home address) per KP’s Authorized States Policy - Employees may be required to travel to a KP or customer site. Residence required in the primary location state –

Oregon

Job Summary: 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.

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. 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.

Minimum Qualifications: Bachelors degree from an accredited college or university AND minimum two (2) years of experience in business-to-business or business-to-consumer communication, leadership, sales or marketing or a directly related field, which can include relevant internship experience OR minimum five (5) years of experience in business-to-business or business-to-consumer, communication, leadership, sales or marketing, or a directly related field, which can include relevant internship experience.

Additional Requirements: Knowledge, Skills, and Abilities (KSAs): Negotiation; Business Process Improvement; Data Entry; Business Relationship Management; Persuasion; Project Management; Time Management; Sales/Partnership Strategy and Techniques; Service Focus

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