Manage business processes that support achieving and maintaining optimal business position in order to sustain and grow membership. Provide support to group Account Management client servicing functions and preparation of information to existing accounts to ensure deadlines are met and a timely response given to inquiries. Create sales opportunities through targeted external customer facing enrollment activities, effective relationships with brokers/consultants and front line benefit contacts, to increase membership, build support for KP, and enhance group customer loyalty and retention. Monitor and maintain data integrity within sales systems, accounts and book of business in order to improve external communication, sales performance, and book of business management.

• Track, monitor and ensure that contracts, pricing and membership accounting have accurate information and implement the negotiated terms of the final renewal with focus on the service area team performance.
• Manage the process of resolving complicated and sensitive employer-initiated concerns in order to build purchaser loyalty and retain membership.
• Drive the RFP response process end to end.
• Through ongoing account contacts, identify situations that may signal opportunities for growth and alert account manager.
• Identify and act on enrollment opportunities including: presentations; benefit fairs; health fairs; and Q&A sessions and inform open enrollment specialist/strategist about potential enrollment opportunities.
• Identify and report trends and/or systematic issues within book-of-business as they become apparent and provide solutions and possible opportunities for growth.
• Participate in Account Strategy sessions and work on large or tactically important targeted accounts in conjunction with the Account Manager.
• Act as the primary point of contact for group customer contacts as related to contracts, benefits, rates or renewal activities.
• Acquire and maximize credibility by demonstrating knowledge of each customers unique benefit package.
• Employ appropriate sales systems to accurately maintain account information.
• Ensure accurate enrollment process, payment arrangements and contract is understood, agreed to and met.
• Ensure rates, benefits and contracts meet internal requirements.
• Collect specific business information and competitive data required for account strategies.
• Review data and alert account manager to outliers or potential problems.
• If Cross Regional/Multi-State:
• Collaborate in the coordination of cross regional growth opportunities.
• Participate in interregional account teams to coordinate renewals and ensure creation of single uniform presentation.
• If National/Strategic:
• Develop and execute 365 employee engagement and open enrollment plans with regional partners.
• Manage resolution of customer and member service issues with regional teams.
• If Occupational Health (CA):
• Manage implementation of Occupational Health sales and account management process.
• Track, monitor and ensure that contracts and pricing have accurate information and implement Terms with focus on service area team performance.
• Partner with Account Manager/Sales Executive and knowledge network to ensure successful implementation of account strategies and resolution to service issues.
• Act as the primary point of contact for group customer contacts as related to contracts, benefits, and rates activities.
• Ensure accurate process, payment arrangements and contract is understood, agreed to and met.
• Ensure rates and contracts meet internal requirements.

• Minimum four (4) years experience in sales, telemarketing, customer service in an office setting, claims, or marketing.

• Bachelors degree in marketing, finance, business administration or related degree OR four (4) years of experience in a directly related field.
• High School Diploma or General Education Development (GED) required.

• Demonstrated record of meeting individual business objectives.
• Experience using customer service skills with the ability to articulate and respond to issues.
• Proficiency in computer and analytic skills.
• Experience creating client presentations using Microsoft Office programs and use of client databases.
• Proficiency in effective verbal and written communication skills.
• Experience in strong interpersonal, presentation, and persuasion skills.
• If Occupational Health (CA): Complete understanding of and experience with occupational health.