Helps drives day to day responsibilities of the Medicare sales support call center team with an objective to increase and maintain membership of Medicare through proactive and responsive broker and client service interactions. Holds Sales team responsible to hit all goals and enrollment metrics. Coordinates, plans and provides overall sales support and planning process across the Medicare market. Plan weekly meetings with call center team and sales management and regularly attends configuration/grooming sessions for new systems and product design.
Coaches staff with appropriate resolution of sensitive calls of a priority nature. Answers the most complex telephone inquiries and any escalated member concerns.
Drives Medicare sales and retention opportunity conversion rates and ensures that regulatory compliance processes are followed.
Monitors inventory levels of internal and external support to ensure timely resolution. Holds staff accountable to hitting all goals and targets
Help organizes the daily operation of the Sales Department, including assigning projects, processing schedules and reviewing attendance. Provides feedback, coaching and guidance to all team members.
Analyzes and trends service delivery opportunities and assures effective service delivery to both internal and external sales and customers systems and software. Prepares effective reporting mechanisms to track and tend work.
Liaison between all departments to ensure highest level of service is being provided to our Medicare client and broker community. Ensures collaboration and client focus is a top priority.
Identifies and coordinates staff training needs to ensure uniform professional responses to all customer, sales and agent inquiries relating to Medicare.
Evaluates and implements necessary process/system enhancements to achieve goals, quarterly and annually.
Maintains up-to-date knowledge of all promotional campaigns and communicates the impact with team for effective issue resolution.
Perform other duties as required to include all functions of direct reports.
Associates or Bachelor’s degree preferred or an equivalent combination of training and experience
3 to 5 years’ experience in Medicare administration preferred.
Strong MS Office software including Word, with a mastery of Excel, and PowerPoint required
Knowledge of all government systems used for determining eligibility for Medicaid/Medicare
Proven track record of excellent telephone manner along with effective oral and written communication skills and a strong customer service orientation
Must possess excellent organizational and time management skills
Must be able to perform multiple tasks at any given time
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Job ID: 190MK
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