Call-in​/On-Call Enrollment Specialist III

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 is required in the primary location state: 710 Lawrence Express Wy., Santa Clara, California 95051.

This on‑call role with no guaranteed hours offers flexibility for those who enjoy event‑based work. You'll represent Kaiser Permanente at community and enrollment events, deliver presentations, support sales teams, monitor enrollment data, and answer member questions using your knowledge of KP health plans and benefits.

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; 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.

• 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.
• Contributes 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.
• Facilitates 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.
• Contributes to the development of sales strategy by:…