Independence Blue Cross · 1 day ago
Medicare Telesales Executive
Philadelphia, Pennsylvania
Full-time
Hybrid
Senior Level
5+ years expIndependence Blue Cross is seeking a Medicare Telesales Executive responsible for the development, execution, and evaluation of call center performance. This role involves overseeing call center activities, training agents, and ensuring compliance with CMS metrics to achieve sales goals.
Health CareHealth InsuranceInsuranceMedical
Responsibilities
Responsible for development, execution and evaluation of call center performance to include goals, strategic initiatives and the annual sales plan
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
Must maintain active sales license and required certification for position
Performs additional duties as assigned
Qualification
Required
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
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
Preferred
Bachelor's degree preferred
Minimum 5+ years of related work experience, preferably in sales, marketing or similar field. Health care industry experience preferred
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
Company
Independence Blue Cross
The leading health insurer in southeastern Pennsylvania. It is a sub-organization of Independence Blue Cross.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Alexandra Jorgensen
Senior Vice President Human Resources
Joe Geist
SVP & Market President, National
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