Resp & Qualifications
Manages a team responsible for providing sales and service support to internal Medicare and Medigap sales associates as well as external broker agencies and partners. Responsible for oversight of dedicated resources handling service inquiries, escalations and grievances from prospects or broker agents. Ensures high quality, timely, cost effective service and maintains high levels of customer satisfaction and retention. Recommends, coordinates and directs solutions to improve operations and broker service, working cross-functionally throughout the organization. Responsible for ensuring positive broker experience, from contracting, onboarding, training, payment of commissions and ongoing communications. Responsible for ensuring positive internal sales experience, including serving as the business lead for the Sales CRM system. Department will meet all sales reporting and budget requirements, including enrollment forecasting and audit/compliance support.
Under the general supervision of the Medicare Sales Director, the Manager’s accountabilities include, but are not limited to, the following:
Agent service escalations
• Coordinate cross functionally with a wide range of areas, especially Sales and Operations to exceed customer needs, address service/processing issues, improve quality of service and implement useful and improved technology
• Develop key performance indicators for the agent service program and maintain strong coordination with internal and external agents
• Escalate education gaps and coordinate additional training opportunities with the Government Programs Training team
• Support agents in their needs and ensure that the support provided will propel the program’s scalability as our Medicare Advantage program grows
• Resolve issues and inquiries related to commissions from internal and external agents
• Ensure that a consistent, high quality, timely and cost-effective level of service is provided
• Participate in ride along evaluations for agent quality review
• Responsible for the resolution of highly complex and sensitive member/broker issues
• Develop and maintain direct broker contacts with key personnel at broker partners
• Review and analyze data, reports, survey results, complaints, appeals data and performance information to strategically determine allocation of staff and to consistently meet or exceed performance expectations.
• Develop strategies and execute detailed action plans to ensure excellent results and continuous improvement of broker service operation
• Develop process to intake and triage agent complaints
• Represent Sales on a wide range of corporate initiatives
• Coordinate and develop policies, as well as the relationships, between other divisions and vendors (such as Sales, Health Services, Customer Service, Enrollment, Billing, Compliance, Legal, etc.) in order to:
• facilitate the exchange of information,
• aid strategic initiatives,
• ensure customer and broker service issues are taken into consideration
• ensure interdepartmental initiatives are effectively coordinated and implemented, and
• achieve results.
Sales Communications and engagement
• Provide support for a structured on-boarding agent process, leveraging corporate contracting, certification and training processes, tools and systems. This includes, contracting, licensing/appointment, certification, training, enrollment administration, commission payment, agent servicing and compliance
• Work closely with Legal and Broker Contracting to ensure broker contract terms and conditions and SLAs meet business and compliance needs
• Key contact with brokers/FMOs during contracting process
• Ensure all files associated with broker contracting and broker agreements are maintained
• Support training to ensure education of product, compliance, and sales process
• Support Sales as SME for SOP documentation
• Ensure compliance of the areas managed with all regulatory requirements, mandates, policies and other requirements.
• Accountable for broker manuals and routine agent (broker and sales) communications
• Develop broker referral intake process and ongoing management of referrals and ensure payments are made upon enrollment
• Work closely with Sales to define commission/override strategy and other broker incentive programs, including supporting Sales with pay for performance plans for internal staff
• Responsible for understanding and influencing the 360 view for broker and sales agents to ensure success
• Business lead for broker portal and CRM system
• Develop sales/enrollment goals and monthly forecasts
• Verify, validate and ensure broker commission payments are submitted
• Business lead for all reporting needs for the department, working closing with Data Analytics, including but not limited to sales reports, broker dashboard/reporting, commission reports, Regional Office reports
• Monitor compliance with state, federal, and health plan regulatory requirements; POC for sales for any audit/compliance support needed
• Align strong communication and organizational skills to liaise between multiple internal and external stakeholders, developing reports as needed
• Monitor sales results and trends
• Develop and track administrative budgets for the team
General Management Responsibilities:
• Associate development. Creates, approves and discusses all performance plans and reviews for associates. Ensures that staff receive adequate training, guidance, direction, support, and development, in order to obtain targeted results. Identifies performance issues and develops plans to improve that performances. Uses action plans and career path tools where applicable. Ensures staff adhere to all policies, procedures and processes. Responsible for a positive and productive work environment and provides ongoing reinforcement and identification and resolution of problems. Hires and terminates employment; handles corrective action. Meets with staff at least bi-weekly.
Direct reports include, but are not limited to: Customer Service Representatives, Reporting/Budget Analyst, Agent Engagement lead and/or clerical staff. Provides oversight of approximately 4-7 direct reports.
Required: Bachelor’s degree or equivalent work experience. Five to eight years of management or supervisory experience in a customer service or communications discipline. Call center expertise. Health insurance experience.
Preferred: Master’s degree. Medicare Advantage experience.
Abilities/Skills: Ability to build a sales support department to meet the needs of a new, highly regulated business segment. Proven ability to manage a team with a diverse skillset and multiple responsibilities. Exceptional oral and written communication skills. Customer-focused and results-oriented. Strong analytical problem-solving abilities. Extremely well organized. Demonstrated ability to achieve results under pressure and within defined regulatory guidelines. Strong interpersonal and team building skills. Innovative, flexible leader. Must be able to effectively work in a fast-paced environment with frequently changing priorities, deadlines, and workloads that can be variable for long periods of time. Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding and otherwise challenging.
Equal Employment Opportunity
CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
Hire Range Disclaimer
Actual salary will be based on relevant job experience and work history.
Where To Apply
Please visit our website to apply: www.carefirst.com/careers
Please apply before: 4/8/2020
Federal Disc/Physical Demand
Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.
The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.
Sponsorship in US
Must be eligible to work in the U.S. without Sponsorship