CareFirst Careers

Director, Medicare Sales (Medicare/MA Sales Leadership experience required)

Resp & Qualifications

PURPOSE

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.

PRINCIPAL ACCOUNTABILITIES:
Under the general supervision of the Vice President of Medicare, the Director’s accountabilities include, but are not limited to, the following:

  •  Directs and leads daily activities of a large Operations area of business.  Maintains a high level of direct member and broker satisfaction and retention by leading associates responsible for sales, inquiries, telesales, retention and regional District office support.  Responsible for all aspects of the department’s operation, including sales, service to members, and clerical workflows. Ensures all operational activities are audited appropriately and that broker commission adjustments are researched and submitted accurately.  Ensures that staff receives training, guidance, direction, support, and development, in order to obtain targeted results.  Ensures that a consistent, high quality, timely and cost effective level of service is provided, and that all internal and external goals and objectives are met.  Identify, develop and maintain relationships in the mid-Atlantic region to strengthen and support CareFirst’s position within the market place. Plan and implement strategies with key brokerage houses, Field Marketing Organizations (FMOs), community organizations, trading partners, regulatory agencies, and Web-Based Entities (WBE), to drive sales and profitability for company lines.

 

  • Coordinates cross-functionally with a wide range of areas to meet customer needs, implement projects, addresses service/processing issues, improves quality of service, member satisfaction and implements useful and improved technology while maintaining compliance with state and federal regulations.  Represents the Operational area on a wide range of corporate initiatives. Coordinates and develops policies, as well as the relationships, between the areas managed and other departments of the corporation (such as Medical Affairs, Systems Analysis and Planning, Network Management, Corporate Audit, Contract Compliance, Legal, etc.) in order to:

• 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

  • Ensures compliance of the areas managed with all regulatory requirements, mandates, policies and other requirements.  Provides substantial day-to-day support for internal areas.

 

  • Reviews and analyzes data, reports, survey results, complaints, appeals data and performance information to strategically determine allocation of staff and to consistently meet or exceed performance expectations.  Develops strategies and executes detailed action plans to ensure excellent results and continuous improvement of the sales operation
  •  Directs and define the strategic direction for delivering business support and service for corporate initiatives related to Medicare products including development of new sales and retention strategies. Responsible for maintaining the manual processes for updating State and Federal/CMS mandates as required in a timely fashion.
  •  Responsible for the resolution of highly complex and sensitive sales issues.  Prepares and delivers formal presentations, conducts broker and employer visits, interacts on a face-to-face basis with current and prospective trading partners.

 

  • Responsible for associate development including Management and Supervisor skills building.  Creates, approves and discusses all performance plans and reviews for associates.  Ensures adequate training, associate development and support.  Identifies performance issues and develops plans to improve that performance.  Uses action plans and career path tools where applicable.  Researches any broker or sales complaints and ensure appropriate follow up.  Ensures staff adheres 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.
  •  Directs the preparation and management of the department’s budget and allocation of resources.

 

SUPERVISORY RESPONSIBILITY:

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.

SCOPE DATA: 
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:
-Telephone Accessibility
- Broker Satisfaction
-Inquiry Accuracy
-Inquiry Timeliness
-Attendance
-MTM

QUALIFICATION REQUIREMENTS:
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.

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Department

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

Closing Date

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.

PHYSICAL DEMANDS:

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

Learn more about Sales & Account Management