The Medicare Telesales Executive is responsible for the development, execution and evaluation of call center performance to include goals, strategic initiatives and the annual sales plan. Acts as the liaison between Independence and the Medicare Telesales call center vendor to ensure performance metrics are met (including: daily activities related to responsiveness for call volumes and CMS required call metrics).
Completes call center site visits to include intensive agent training on all Independence systems, products and tactics and strategies to improve agent performance and positive outcomes on the phone. The call center can service approximately 2,000 callers a day and functioning as a high performing call center is critical.
Responsibilities:
• Day to day oversight of all call center activities with the call center vendor to assure daily responsiveness to call volumes and meeting all CMS required call metrics. • Daily call report review to include tracking and distribution of all call statistics to IBC management. • Training and monitoring of all call center agents through reviewing daily reports, daily coaching conference calls and regular call center site visits. • Regularly completes call center site visits to include intensive agent training on all Independence systems, products and tactics and strategies to improve agent performance and positive outcomes on the phone. • Work closely with Independence QA team to review and enhance all daily agent monitoring activities. This includes follow-up coaching activities with the call center vendor management. • Review, enhance and develop all necessary phone scripts and recorded messages to assure CMS requirements are met and the call center is high performing and consumer friendly. • Build a detailed telephony plan to assure all phone and technology tools are functioning and have a written plan for all problems and troubleshooting to include key contacts at both the Independence and vendor level. • Work with Sales Director and call center vendor to build the monthly and annual call volume staffing level document to assure calls are handled efficiently and staffing levels are adequate. • Conduct a detailed "Monthly Close Out" with call center vendor management to review and status all call center performance for the month. This includes call metrics like ASA, % of calls abandoned, AHT and also scheduled events and telephonic enrollment results versus goals. • Build annual call center telephonic enrollment targets and work closely with call center vendor management and agents to assure these telephonic enrollments are achieved. This would include individual agent goals by month and year for both scheduled events and telephonic enrollments. • Work closely with Marketing area to assure all marketing activities for Independence and AmeriHealth New Jersey support aggressive call volumes and telephonic enrollment targets. • Develop and review the contractual quarterly performance standards to include potential financial penalties. • Support the call center vendor contracting process to include contract renegotiations and any contractual changes. • Ongoing market review of leading call center vendors and implement an RFP process as needed.
Qualifications:
• Bachelor's degree preferred • Minimum 5+ years of related work experience, preferably in sales, marketing or similar field. Health care industry experience preferred. • Extensive experience in a Medicare call center environment is required. Preferably working with telesales agents. • Experience managing day to day call center operations and a working knowledge of all technical aspects of call center operations to include telephony and desk top technology required. • Strong knowledge of CMS Compliance required. • Excellent written and oral communication skills. • Self-starter with strong analytical and project management skills. • Demonstrated attention to detail and problem-solving skills. • Ability to work with multiple departments at IBC in a team environment and also develop credibility and strong business relationships with our call center vendor to influence the vendors performance and results. • Ability to work in a fast-paced environment and handle multiple tasks. • Strong computer knowledge and experience of Microsoft Word, Excel and PowerPoint. • Ability to travel and work independently is required. • Experience managing service deliverables through third party vendor partnerships preferred. • Working knowledge of contact center technologies and CRMs (e.g., cloud-based telephony and call routing platforms) preferred. • Active PA and NJ State Accident & Health license required. Sales license must be obtained within 60 days of hire into position. • Must have a valid driver's license and a reliable car. • Medicare certification required, must be obtained within 60 days of hire into position.
Independence has implemented a "Hybrid" model which consists of Associates working in the office 3 days a week (Tuesday, Wednesday & Thursday) and remotely 2 days a week (Monday & Friday). This role is designated as a role that fits into the "Hybrid" model. While associates may work remotely on our designated remote days, the work must be performed in the Tri-State Area of Delaware, New Jersey or Pennsylvania.
IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.
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