Call center representative Jobs in Richmond, CA

divh2Call-In / On-Call Enrollment Specialist III / h2pNote : Work location is on-site with the flexibility to work remotely, the primary location will be in-office for meetings, per Kaiser Permanentes Authorized States Policy - Employees may be required to travel to a Kaiser Permanente or customer site. Residency is required in the primary location state : 3701 Broadway, Oakland, California 94611 / ppJob Summary : / ppIn 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; independently monitoring and reporting on enrollment performance data and discrepancies; serving as an informational resource for sales and account management teams on KP health plans and benefit offerings when working with customers, internal departments and / or brokers; utilizing comprehensive foundational knowledge of KP health plans and benefit offerings to facilitate formal, stand-up presentations to prospective members; and resolving customers standard and non-standard questions and concerns about benefits and services. / ppEssential Responsibilities : / pulliPursues 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. / liliCompletes 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. / liliContributes to a positive customer experience by : implementing standard and non-standard protocols to build new and leverage existing relationships with brokers, channels and customers to demonstrate value and build commitment independently; gathering data on standard and non-standard customer needs, and identifying solutions linking KP mission, vision and values, key quality measures, key care management initiatives, and current services initiatives independently; utilizing comprehensive foundational knowledge of product, service, and ratings to respond to, encourage, and educate customers, brokers, and consultants about added services and product enhancements in standard and non-standard situations; and identifying and escalating service failure trends or process improvement opportunities to team and managers to better meet customer needs. / liliFacilitates the enrollment and implementation process by : conducting local and regional enrollment meetings to win new and retain current customers; applying standard and non-standard protocols to serve as an advocate for customer needs during the membership enrollment and implementation process independently; and supporting efforts across teams in the overall implementation or renewal process of health plan membership, including research, presentation, preparation, reporting and training coordination independently. / liliContributes to the development of sales strategy by : designing plans for new products, benefits offerings, or pricing models to address customer needs independently; utilizing comprehensive foundational knowledge of health care market to analyze industry trends, and competitor products, offerings, and pricing models to provide lessons learned and strategic recommendations independently; executing an account plan to meet standard and non-standard business objectives for membership, revenue and margin; collecting and analyzing performance data to inform account strategy and identify and escalate potential issues; and utilizing marketing and technical resources to achieve account plan objectives. / liliContributes to sales goal attainment by : collaborating with the team to find new opportunities to grow customer base to new or growing markets; maintaining the prospect database and targeted prospect profiles to inform strategic planning; collaborating within the team to contribute to product and plan design, quote, and Request for Proposal (RFP); providing standard and non-standard recommendations to the team to inform forecasting and pricing independently; and implementing standard and non-standard protocols to increase cross-sell and up-sell opportunities. / li / ulpMinimum Qualifications : / pulliBachelors degree in Marketing, Finance, Business Administration, or related degree AND two (2) years of experience in marketing, business development, managing business-to-business relationships, or directly related field OR minimum five (5) years of experience in marketing, business development, managing business-to-business relationships, or a directly related field. / li / ulpAdditional Requirements : / pulliKnowledge, Skills, and Abilities (KSAs) : Corporate Partnerships; Storytelling; Negotiation; Product Strategy; Sales Opportunity Orchestration; Sales Performance Data; Sales / Partnership Strategy and Techniques; Business Planning; Business Process Improvement; Event Planning; Compliance Management; Creativity; Data Entry; Benefits / Services; Benefits / Services Presentations; Interpersonal Skills; Brand Strategy; Commercial Marketing; Business Development; Clinical Selling Expertise; Sales Operations; Goal Setting; Member Service / liliBilingual (English / Spanish) Level I required. / li / ulpPreferred Qualifications : / pulliTwo (2) years of experience in the health insurance industry. / liliTwo (2) years of experience in health plan enrollment or a directly related field. / li / ul / div