Engagement Specialist - Blended

The Engagement Specialist (Field Service Representative) is a member facing position.  Field Service Representatives will be assigned a book of business with specific accounts and will attend existing member events (health fairs, picnics, wellness fairs, open enrollments, etc.) and will try to uncover additional member facing events within those accounts.  Occasionally an FSR will be asked to attend events not within his/her BoB, but this is rare and if there is a conflict they can turn down the event.  Because some of these events are held in the evening or on weekends there will be times that the FSR will have to work outside the normal 9-5 M-F work schedule.  Because there are some evening and weekend events the Director does give some flexibility with the M-F schedule.

In addition to the responsibilities listed above, this position is also responsible for implementing standard and non-standard protocols to participate in programs/activities to promote growth and retention for book of business; coordinating open enrollment events with limited guidance; and utilizing working knowledge to educate end-user on offerings to increase wellness.

• Pursues effective relationships with others by sharing resources, information, and knowledge with coworkers and members. Listens to, addresses, and seeks performance feedback. Pursues self-development; acknowledges strengths and weaknesses based on career goals and takes appropriate development action to leverage / improve them. Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work. Assesses and responds to the needs of others to support a business outcome.
• Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; follows procedures and policies, and applies data and resources to support projects or initiatives with limited guidance and/or sponsorship. Collaborates with others to solve business problems; escalates issues or risks as appropriate; communicates progress and information. Supports the completion of priorities, deadlines, and expectations. Identifies and speaks up for ways to address improvement opportunities.
• Contributes to a positive customer experience by\: implementing standard protocols to build new and leverage existing relationships with brokers, channels and customers to demonstrate value and build commitment with limited guidance; gathering data on standard customer needs, and providing recommendations linking KP mission, vision and values, key quality measures, key care management initiatives, and current services initiatives with limited guidance; utilizing working knowledge of product, service, and ratings to respond to, encourage, and educate customers, brokers, and consultants about added services and product enhancements in standard situations; and gathering information on service failure trends or process improvement opportunities to better meet customer needs.
• Facilitates the enrollment and implementation process by\: coordinating local enrollment meetings to win new and retain current customers; implementing standard protocols to serve as an advocate for customer needs during the membership enrollment and implementation process with limited 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 limited guidance.
• Contributes to sales goal attainment by\: collaborating with the team to gather data on opportunities to grow customer base to new or growing markets; ensuring accuracy of the of prospect database and targeted prospect profiles to inform strategic planning; supporting the team to develop product and plan design, quote, and Request for Proposal (RFP); providing standard recommendations to inform forecasting and pricing with limited guidance; and implementing standard protocols to identify cross-sell and up-sell opportunities.

The Engagement Specialist (Field Service Representative) is a member facing position.  Field Service Representatives will be assigned a book of business with specific accounts and will attend existing member events (health fairs, picnics, wellness fairs, open enrollments, etc.) and will try to uncover additional member facing events within those accounts.  Occasionally an FSR will be asked to attend events not within his/her BoB, but this is rare and if there is a conflict they can turn down the event.  Because some of these events are held in the evening or on weekends there will be times that the FSR will have to work outside the normal 9-5 M-F work schedule.  Because there are some evening and weekend events the Director does give some flexibility with the M-F schedule.

In addition to the responsibilities listed above, this position is also responsible for implementing standard and non-standard protocols to participate in programs/activities to promote growth and retention for book of business; coordinating open enrollment events with limited guidance; and utilizing working knowledge to educate end-user on offerings to increase wellness.

• Pursues effective relationships with others by sharing resources, information, and knowledge with coworkers and members. Listens to, addresses, and seeks performance feedback. Pursues self-development; acknowledges strengths and weaknesses based on career goals and takes appropriate development action to leverage / improve them. Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work. Assesses and responds to the needs of others to support a business outcome.
• Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; follows procedures and policies, and applies data and resources to support projects or initiatives with limited guidance and/or sponsorship. Collaborates with others to solve business problems; escalates issues or risks as appropriate; communicates progress and information. Supports the completion of priorities, deadlines, and expectations. Identifies and speaks up for ways to address improvement opportunities.
• Contributes to a positive customer experience by\: implementing standard protocols to build new and leverage existing relationships with brokers, channels and customers to demonstrate value and build commitment with limited guidance; gathering data on standard customer needs, and providing recommendations linking KP mission, vision and values, key quality measures, key care management initiatives, and current services initiatives with limited guidance; utilizing working knowledge of product, service, and ratings to respond to, encourage, and educate customers, brokers, and consultants about added services and product enhancements in standard situations; and gathering information on service failure trends or process improvement opportunities to better meet customer needs.
• Facilitates the enrollment and implementation process by\: coordinating local enrollment meetings to win new and retain current customers; implementing standard protocols to serve as an advocate for customer needs during the membership enrollment and implementation process with limited 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 limited guidance.
• Contributes to sales goal attainment by\: collaborating with the team to gather data on opportunities to grow customer base to new or growing markets; ensuring accuracy of the of prospect database and targeted prospect profiles to inform strategic planning; supporting the team to develop product and plan design, quote, and Request for Proposal (RFP); providing standard recommendations to inform forecasting and pricing with limited guidance; and implementing standard protocols to identify cross-sell and up-sell opportunities.

• Bachelors degree in Marketing, Business Administration, or a directly related field OR minimum three (3) years of experience in marketing, business development, managing business-to-business relationships, or a directly related field.

• Accident and Health Insurance License (California) within 3 months of hire

• Bachelors degree in Marketing, Business Administration, or a directly related field OR minimum three (3) years of experience in marketing, business development, managing business-to-business relationships, or a directly related field.

• Accident and Health Insurance License (California) within 3 months of hire

• One (1) year of experience in the health insurance industry.
• One (1) year of experience working in a large matrixed organization.

• One (1) year of experience in the health insurance industry.
• One (1) year of experience working in a large matrixed organization.

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