Manager Medicare Sales & Operations - Medicare Sales
Job Requirements
POSITION SUMMARY
Motivate a team to achieve effortless service for our members and prospective members and the attainment of department goals. Manage new sales, retention and service activities for the Medicare sales department. Develop and maintain short and long-term service models, capacity plans and resource requirements to achieve the department?s strategic goals. Support departmental leadership in development and execution of business development and sales strategies across existing and expansion sales territories. Collaborate effectively with department leadership and key business partners to plan for and monitor on-the-job training and support, offline work and schedule exceptions while achieving service level objectives.
PRIMARY ACCOUNTABILITES
? Provide influential leadership to team members through effective in-the moment and scheduled coaching to change undesirable behaviors and reinforce positive behavior, communicating desirable performance outcomes with inspiration and authority.
? Identify individual and team performance opportunities through self-observations, analysis of multiple internal data points and voice of the prospective member feedback.
? Listen to member and prospective member calls to assess the proper engagement, control and outcome of the call.
? Support leadership with internal and external new enrollment and SOA audits/oversight.
? Provide support to all sales and member retention efforts.
? Create, track, and implement best practices to improve the member and prospective member experience.
? Take a proactive and forward-thinking approach to identify concerns, inefficiencies, and operational improvement initiatives throughout the member and prospective member experience.
? Work with internal and external contacts to ensure annual updates are applied to Medicare Sales vendors.
? Manage departmental policies and procedures, participate in the Health Plan policy and procedure committee.
LEADERSHIP ACCOUNTABILITIES
? Define and communicate a clear, compelling vision for the team that effectively ties into the mission and vision of Health First, and inspirationally lead the team to achieve that vision.
? Provide leadership, motivation, coaching, feedback and support to foster and strengthen growth and development of an effective, high performing team.
? Lead change through effective communication, explaining the connection and value to the organization, creating stronger buy-in and urgency, while understanding impact to the team to obtain commitment.
? Demonstrate openness to hearing diverse ideas and thoughts; create a sense of inclusivity; and encourage collaboration across teams to help break down silos to meet the team?s and organization?s goals.
? Recruit, select, grow, and retain highly engaged, high performing diverse and inclusive associates.
? Contribute to and support the strategic direction, and demonstrate financial acumen, for areas of responsibility and organization.
Work Experience
MINIMUM QUALIFICATIONS
? Education: Associate?s degree or obtain within one (1) year.
? Work Experience:
o Three (3) years? experience in a healthcare business office or insurance company.
o Three (3) years' experience in leadership.
? Licensure: Life and Health Insurance licensure in the State of Florida within six (6) months of
start date and maintained.
? Certification: American Health Insurance Plans (AHIP) within six (6) months of start date and
maintained.
? Skills/Knowledge/Abilities:
o Proven ability to lead people and tasks
o Advanced analytical experience with enterprise level contact center.
o Ability to work with Business Intelligence databases (i.e. SQL, SAS, Cognos)
and pull data from various sources.
o Advanced ability to apply principals of logical thinking to define problems,collect data,
establish facts, and provide possible solutions for issue resolution
o Understanding of Medicare health plan and MediGap products
o Understanding of managed care (HMO, PPO, and POS)
o Understanding of the complexities of integrated delivery systems and
how they couldimpact or increase Medicare sales.
o Ability to communicate effectively and work collaboratively with all levels
across the IDN, team members, vendors and the user community.
o Highly organized, motivated, responsible self-starter, with excellent time
management, analytical, research and problem-solving skills.
o Advanced skills in conducting a fit/gap analysis.
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PREFERRED QUALIFICATIONS
? Education: Bachelor?s degree in business, Math, Finance, Economics or related field.
? Work Experience:
o Five (5) years? experience in workforce management in a contact center (i.e. RealTime
analysis, scheduling, staffing optimization)
PHYSICAL REQUIREMENTS
? Majority of time involves sitting or standing; occasional walking, bending, and stooping.
? Long periods of computer time or at workstation.
? Light work that may include lifting or moving objects up to 20 pounds with or without assistance.
? May be exposed to inside environments with varied temperatures, air quality, lighting and/or low
to moderate noise.
? Communicating with others to exchange information.
? Visual acuity and hand-eye coordination to perform tasks.
? Workspace may vary from open to confined, onsite, or remote.
? May require travel to various facilities within and beyond county perimeter; may require use of
personal vehicle.
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