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Manager Employer & Broker Service (MAS)

Company: Kaiser Permanente
Location: Rockville
Posted on: January 11, 2021

Job Description:

Manager Employer & Broker Service (MAS)Location: Rockville, MDDate posted: 12/21/2020View Disability AccomodationsNavigating the Hiring ProcessWe're here to support youHaving trouble with your account or have questions on the hiring process?Please visit the FAQ page on our website for assistance.Need help with your computer and browser settings?Please visit the Technical Information page for assistance or reach out to the web manager at you need a reasonable accommodation due to a disability?A reasonable accommodation is any modification or adjustment that enables you to fully participate in completing the following:Online SubmissionsPre-Hire AssessmentsInterview ProcessPlease submit your accommodation request and an HR Representative will contact you. Description:The Employer and Broker Services (EBS) Manager supports growth and retention of members in the CA region by providing leadership, strategic oversight and direction to a team dedicated to 1) Providing one-contact resolution to escalated employer and broker issues 2) Analyzing patterns and trend data regarding employer and broker concerns and needs 3) Formulating recommendations to improve and improve the customer experience 4) Develops and sustains effective employer and broker relationship (developed through servicing them) to increase client satisfaction and group customer loyalty 5) Establishing a team culture of accountability and service.Essential Responsibilities:Manages a team of specialists that is empowered to manage complex employer and broker escalated issues. Sets team culture for accountability and high touch service and provides oversight to the team. Responsible for delivering a high-quality consumer experience by managing the Employer Broker Service Specialists' daily work to ensure both EBS quantitative and qualitative metrics are met and maintained.Plans and establishes a course of action for team or unit; establishes priorities to accomplish goals, allocate resources and track results. Implements strategies to improve regional performance, reduce regional variation and aligns resources to successfully deliver on customer needs and expectations. Responsible to execute on process improvement solutions designed by the Employer/Brokers Director.Provide strategic leadership to cross functional regional work teams and establish an approach to support national and multiregional accounts. Identify functional and cross-functional processing inefficiencies and drive process improvement initiatives. Serves as primary liaison to CA Sales and Account Management organization to ensure joint organizational goals are met.Provides guidance to staff on analyzing & reporting trends and/or systematic issues as they become apparent, defining root cause and closure on each issue. Reviews work stream metrics provided by staff to ensure accuracy and inclusion of necessary data for reporting. Manage all escalated inquiries with staff members.Works on HR processes and recruitment to select, develop, and deploy staff in the most effective manner to meet assigned objectives. Responsible for career pathing, performance management, compensation decisions, rewarding and recognizing employees, and providing on-going, regular performance feedback.Works in collaboration with internal partners on internal and/or external audits to ensure compliance. Manages or participates in department projects as assigned. Provides internal guidance and recommendations in policy formulation around service issue areas.Performs other duties as assigned.Basic Qualifications:ExperienceMinimum eight (8) years of experience in a health care, health insurance, or sales and marketing environment.Minimum six (6) managing and leading cross-functional teams; (building teams, recruiting, building team environment, performance management).Minimum four (4) years of experience working directly with customers by phone, email and/or in person providing information and resolving issues.EducationBachelor's degree OR four (4) years of experience in a directly related field.High School Diploma or General Education Development (GED) required.License, Certification, RegistrationN/AAdditional Requirements:Demonstrated ability to develop and manage high performing team with a culture of service and accountability.Background experience in brokerage/consultant, insurance carrier, TPA, or benefits administration.Background in client/employer services.Demonstrated strategic and creative approaches to identifying and implementing solutions to complex issues.Ability to lead discussions about difficult or sensitive issues and influence executive leaders across cross-functional teams.Ability to develop and manage effective relationships with large and complex stakeholder group including inter and cross-regional teams and functions (Sales and Account Management, Health Plan Operations, Finance, Care Delivery).Knowledge of health plan information system technologies including but not limited to: Claims, Membership, Care Delivery, Sales Force, Customer Relationship Management, Case Management.Ability to analyze processes, identify and implement process improvements, and manage targeted implementations.Demonstrated understanding of current / future trends and changes in healthcare/health insurance laws/regulations.Demonstrated understanding of competitor's strengths, weaknesses and strategies.Ability to analyze quantitative and qualitative data.Demonstrated ability to deliver recommendations and presentations to management.Ability to communicate effectively and courteously with customers.Ability to apply judgment and make autonomous decisions to quickly resolve issues on behalf of client.Demonstrated expertise in dealing with difficult situations.Demonstrated strong organizational skills, problem solving, interpersonal skills, independence and initiative. - Effective written and verbal communication skills.Proficiency in computer and analytic skills.Strong knowledge and experience in using multiple client databases & systems.Preferred Qualifications:Experience in client services, customer service, enrollment, billing, claims processing, sales, account management or health plan administration or health insurance industry preferred.Minimum five (5) years of direct managerial/supervisory experience preferred.Minimum five (5) years of experience working directly with customers by phone, email and/or in person providing information and resolving issues preferred.Primary Location: Maryland,Rockville,Rockville Regional OfficesScheduled Weekly Hours: 40Shift: DayWorkdays: Mon, Tue, Wed, Thu, FriWorking Hours Start: 8:00 AMWorking Hours End: 5:00 PMJob Schedule: Full-timeJob Type: StandardEmployee Status: RegularEmployee Group/Union Affiliation: NUE-PO-01-NUE-Non Union EmployeeJob Level: Manager with Direct ReportsJob Category: Insurance / ClaimsDepartment: Employer Broker Services- MASTravel: Yes, 10 % of the TimeKaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.

Keywords: Kaiser Permanente, Rockville , Manager Employer & Broker Service (MAS), Executive , Rockville, Maryland

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