Account Administration Lead Representative

Account Administration Lead Representative

Assist the management team in the day to day operations of a specific line of business by providing operational knowledge, support and guidance to the Account Administrative Representatives within a line of business. Assists management with the coordination of daily production goals and provide specific operational training for the line of business.

Essential responsibilities include:

• Under the general direction of the Team Manager, provide day-to-day communication and operational support to other Account Administrative Representatives by setting workflow priorities.
• Resolves daily operational issues with purchasers and other teams to ensure effective and efficient customer satisfaction.
• Assist in monitoring of production goals and customer service measures for a specific line of business.
• Assist in monitoring of work output to ensure that production, accuracy and customer service goals are met for a specific line of business.
• Provides on the job training and orientation for new Account Administrative Representatives for an assigned line of business.
• Provide follow-up training to new AARs on Common Membership and issues related to work processes, methods and systems.
• Identifies, develops and provides follow-up training to all AARs on Common Membership and issues related to work processes, methods and systems.
• Performs all the functions required of the Account Administrative Representative position.
• Participate on internal development teams to ensure administrative systems and business processes are functional and effective.
• Participate in team-based projects and contribute to customer service and operational improvement initiatives.
• Prepare special reports on an as-needed basis.
• Provide AAR performance feedback to line of business management.
• Communicate and train new and revised processes to the line of business.
• Attend operational meetings as needed or directed by management.
• May perform other duties as assigned.
• The union and the company are currently investigating the qualifications for this position under the bargaining unit. If it is determined that the qualifications are different than as described, appropriate action will be taken.

Basic qualifications include:

• Minimum two (2) years of experience in a customer service environment, accounting (accounts receivable preferred) or administrative support.
• Minimum eighteen (18) months of experience as an Account Admin Rep with Kaiser Permanente, in the appropriate line of business within the last six (6) months. Candidate must meet productivity and quality metrics.
• Minimum six (6) months of experience as a team lead or supervisor. Must have held the lead or supervisor position within the last three (3) years or leadership skills demonstrated by experience with partnership teams for six (6) months or more.

Education:

• High School Diploma OR General Education Diploma (GED) required.

License, Certification, Registration:

• N/A

Additional requirements:

• Demonstrated ability to provide administrative direction to other employees.
• Demonstrated ability to adapt to change & be flexible in shifting work priorities.
• Demonstrated ability to utilize oral & written communication skills.
• Proven time management & multiple task management capabilities.
• Demonstrated ability in problem solving, conflict resolution & decision making.
• Demonstrated customer service skills, customer focus abilities & the ability to understand KP customer needs.
• Demonstrated experience working with internal & external customers.
• Ability to demonstrate knowledge of the line of business & Common Membership.
• Customer service skills.

Preferred qualifications:

• Provide follow-up training to new AARs on Common Membership & issues related to work processes, methods & systems.
• Associates degree or equivalent education preferred, with completion of one (1) or more college level courses in accounting or finance.