Resp & Qualifications
Directs and provides oversight to direct and broker sales for account installation, for all service required. Directs activities that will ensure high quality, timely and cost-effective service and maintain high levels of customer satisfaction and retention with Medicare members, and brokers. Monitor department performance to ensure that all expectations are met while containing costs to meet financial goals. Recommends, coordinates and directs solutions to improve sales process, operations and broker service, by working cross-functionally throughout the organization. Develop and maintain cost center budget, coach and train staff, monitor daily operations and work flow. Provide direction, assistance and guidance, define goals and objectives to optimize staff’s ability to deliver service to customers and motivate staff toward goal attainment. The incumbent is challenged by continually changing environment, regulations and problem solving issues affecting service and sales. Acts as liaison between direct and broker sales, internal and external customers by attending meetings to develop procedures, enhance systems and resolve problem situations. Develop and manage relationships with critical internal and external contacts to ensure market growth of all product lines.
Under the general supervision of the Vice President of Medicare, the Director’s accountabilities include, but are not limited to, the following:
• facilitate the exchange of information,
• provide competitive analysis and product planning,
• aid strategic initiatives,
• ensure all customer service issues are taken into consideration
• ensure intradepartmental initiatives are effectively coordinated and implemented
• achieve results
• Support a 4 Star member experience
Direct reports include -but are not limited to: Manager (s) and Administrative Assistant. Indirect reports include but are not limited to: Supervisor(s), Broker Account Representatives, Broker Service Representatives, Field Sales Agents, telesales representatives and/or Clerical staff. Provides oversight of approximately 35 indirect reports, 3-4 direct reports.
This position impacts:
• oversight of brokers and trading partners to increase Medicare lines of business
• oversight of direct sales and retention staff to increase Medicare lines of business
• oversight the District Offices to increase CareFirst awareness and service in the regional areas
• maintain member and partner satisfaction levels and retention
• all areas that interact with members and external partners throughout the corporation
• directly accountable for meeting all internal and external quality and productivity goals, which may include, but are not limited to the following sample key department level goals:
- Broker Satisfaction
Required: Bachelor’s Degree or equivalent work experience. At least eight years of progressive management or supervisory experience in a sales leadership role - with at least 4 of those years leading Medicare/Medicare Advantage Sales organizations. Health Insurance and Telesales Call Center Experience, including knowledge of state-of-the-art technology, is required.
Abilities/Skills: Proven ability to manage a large department 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. Strong interpersonal and team building skills. Innovative, flexible leader.
Preferred: Bachelors Degree in Health Care Administration or Business Administration Preferred. Experience leading a Medicare Advantage (MA) Sales organization is highly desired.
Department:Federal & State Government Programs - Medicare Sales
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: 6/6/2020
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