Sr. Installation Specialist - Installation Manager

Company Name:
Kaiser Permanente
Oversees fully insured and self funded national group installation processes across multiple regions and multiple functional areas. Monitors installation activities for new and renewing national groups, and will actively manage tasks, processes and time lines always keeping the customer at the forefront. Partners with sales and account management to support the customer through the installation process and to positively impact the customer experience. Resolves issues during the installation process and/or escalate potential issues to department Managers, National Leads or National Directors. May be responsible for creating and distributing installation plans, reports, summaries and hand-off documentation. May be responsible for leading project initiatives, gap analysis, implementing lessons learned, training and mentoring of new staff. May be responsible for looking for opportunities for process improvement and influence change.
Essential Functions:
- Manage the overall installation of complex new & approved renewing accounts
- Function as a main point of contact for the customer during the account installation
- Partner w/ Sales & Account Mgmt, Regional Case Installation Teams, Regional Functional Areas, CSC, SFAS, TPA to ensure a successful account installation
- Coordinate tasks & maintain installation time lines across multiple regions & multiple functional areas, working w/ dept Directors & Managers
- Ensure functional depts understand & comply w/ established processing & customer commitment dates
- Create installation checklists, time lines & plans & communicate to the customer
- Track all installation activities using a reportable database, & monitor those activities to identify potential risks or known issues
- Use database to report on group-specific activities or summary statistics
- Resolve issues during the installation & renewal processes, working directly w/
- regional contacts & functional depts to ensure installations comply w/ standard processes guidelines
- Monitor the reconciliation of application, enrollment & fulfillment processes such as ID cards, Member Handbooks, SPDs, EOC & Provider Directories
- Resolve or escalate inconsistencies identified
- Identify functional or cross-functional processing inefficiencies & make recommendations for improvements
- Coordinate Installation meetings w/ National Sales, Account Mgmt, Brokers and/or Employer Groups
- Facilitate seamless hand-off to National Account Mgmt staff, supported by group-specific reporting metrics, issue review & installation processing summary
- Support RFP request
- Support pre-sale request
- Lead major project initiatives, gap analysis,
- Implement lessons learned
- Train & mentor new staff
- Provides performance input & recommendations to management for training & development plans
- May have some formal supervisory responsibilities
- Develop strong cross functional relationships to partner & support Sales & Account Mgmt & to ensure that the National Case Installation process is used
- Provide leadership to cross functional regional work teams in establishing approach to support national, multiregional & total replacement accounts
- Successful performance by the incumbent will enhance Kaiser's reputation in the National & Self Funded Regional Major Account marketplace, resulting in the acquisition of a significant block of previously untapped self funded business in addition to the sale of new fully insured accounts
- Assume other duties as assigned
Basic Qualifications:
- Minimum: Ten (10) years of account services experience and/or case installation/implementation within the health insurance industry
- Broad experience working with large groups/National accounts
- Preferred: More than twelve (12) years of experience in case installation/implementation within the health insurance industry, project/program management experience, with successive levels of accountability and results
- Technical experience in one or more of the following areas is strongly desired: Provider Billing, Claims Administration, Provider Relations, Provider Contracting, Revenue Cycle Finance, and Data Analytics
- Bachelor's degree in business administration, health care administration or a related field is preferred but not required, equivalent experience will be sufficient
- Working knowledge of Self-Funding and Fully Insured Healthplans
- Understanding of healthcare insurance products and processing
- Expertise in billing and claims administration functional areas (end-to-end)
- Ability to educate and influence complex, cross-functional business partners on Self-Funded products and administration
- Ability to define, develop, document and implement formal Policies and Procedures related to Self-Funded products and services
- Advanced knowledge (broad expertise or unique knowledge) of policies, practices & systems
- Develops advanced concepts, techniques, & standards
- Develops new applications based on professional principles & theories
- Viewed as functional expert in field w/in KP
- Applies advanced principles, theories, & concepts
- Contributes to the development of innovative principles & ideas
- Thorough understanding of and experience in managed care and all health insurance products, including self-funded
- Knowledge of the health insurance market
- Knowledge of Self-Funding market, including ERISA regulations
- Knowledge of Commercial and/or Self-Funded billing requirements and claims adjudication practices
- Broad knowledge of health plan administration and operational needs for Self-Funded products
- Strong interpersonal skills, especially specific to persuasion and negotiation
- Demonstrated ability in influencing operational management
- Demonstrated ability to determine the key risks that need to be addressed and develop actions plans that are multi-faceted in nature and include both business process and system components
External hires must pass a background check/drug screen.
We are proud to be an equal opportunity/affirmative action employer.

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