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Job Description
The On-Call Enroller (Thrive Ambassador) represents an account manager or associate account manager on location at onsite open enrollment, wellness, and new employee orientation events. These events are typically 2-4 hours long, and they educate and inform members and prospects about Kaiser Permanente and its products. Thrive Ambassadors are vital to the open enrollment process. They deliver stand-up presentations to employees and prospective members, promoting the unique benefits of being a Kaiser Permanente member. Open enrollment events occur throughout the Mid-Atlantic States Region, primarily in DC, Northern Virginia, suburban Maryland, and Baltimore areas. - Fluency in Spanish is also a plus but not a requirement. R eliable transportation is required.
Note:
Work location is on-site with the flexibility to work remotely, the primary location will be in-office for meetings, per Kaiser Permanente-s Authorized States Policy - Employees may be required to travel to a Kaiser Permanente or customer site. Residency required in the primary location: 4000 Garden City Dr., Hyattsville, Maryland 20785
Job Summary:
In addition to the responsibilities listed above, this position is also responsible for attending employer, community, and open enrollment events on an on-call basis to educate members and prospects on KP products; delivering formal presentations to employees and prospective members; following detailed instructions when entering and monitoring enrollment performance data and discrepancies; assisting the sales and account management team with routine tasks for KP health plans and benefit offerings when working with customers, internal departments and/or brokers; utilizing basic knowledge of KP health plans and benefit offerings to coordinate events and materials for presentations to prospective members; and assisting colleagues with resolving customers routine questions and concerns about benefits and services.
Essential Responsibilities:
Pursues effective relationships with others by sharing information with coworkers and members. Listens to and addresses performance feedback. Pursues self-development; acknowledges strengths and weaknesses, and takes action. Adapts to and learns from change, challenges, and feedback. Responds to the needs of others to support a business outcome. Completes routine work assignments by following procedures and policies and using data, and resources with oversight and management. Collaborates with others to address business problems; escalates issues or risks as appropriate; communicates progress and information. Adheres to established priorities, deadlines, and expectations. Identifies and speaks up for improvement opportunities. Contributes to a positive customer experience by: implementing routine protocols to build new and leverage existing relationships with brokers, channels and customers to demonstrate value and build commitment with detailed guidance; gathering data on routine customer needs, and providing recommendations linking KP mission, vision and values, key quality measures, key care management initiatives, and current services initiatives with detailed guidance; utilizing basic knowledge of product, service, and ratings to assist in responding to, encouraging, and educating customers, brokers, and consultants about added services and product enhancements in routine situations; and supporting the team to gather information on service failure trends or process improvement opportunities to better meet customer needs. Facilitates the enrollment and implementation process by: coordinating and engaging with prospective customers at local enrollment meetings; following routine protocols to serve as an advocate for customer needs during the membership enrollment and implementation process with detailed guidance; and supporting efforts within the team in the overall implementation or renewal process of health plan membership, including research, presentation, preparation, reporting and training coordination with detailed guidance. Contributes to sales goal attainment by: assisting the team to gather data on opportunities to grow customer base to new or growing markets; entering data into the prospect database and targeted prospect profiles to inform strategic planning; completing tasks as assigned to develop product and plan design, quote, and Request for Proposal (RFP); assisting the team to provide routine recommendations to inform forecasting and pricing with detailed guidance; and implementing routine protocols to identify cross-sell and up-sell opportunities.
Qualifications:
Knowledge, Skills and Abilities:
(Core) Ambiguity/Uncertainty Management Attention to
Detail Business Knowledge Communication Critical Thinking Cross-Group Collaboration Decision Making Dependability Diversity, Equity, and Inclusion Support Drives Results Facilitation Skills Health Care Industry Influencing Others Integrity Learning Agility Organizational Savvy Problem Solving Short- and Long-term Learning & Recall Teamwork Topic-Specific Communication Knowledge, Skills and Abilities:
(Functional)
Data Entry Interpersonal Skills Member Service Negotiation Product Strategy Sales Operations Sales Opportunity Orchestration Sales Performance Data Sales/Partnership Strategy and Techniques Minimum Qualifications:
High School Diploma or GED, or equivalent OR minimum one (1) year experience working in a corporate or business office environment.
Preferred Qualifications:
Health Insurance License in state(s) where applicable.
