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. Reliable 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.
