Emergent Holdings · 18 hours ago
Manager - Sales Operations
Detroit, MI
Full-time
Onsite
Mid, Senior Level
$94K/yr - $158K/yr
7+ years expEmergent Holdings is seeking a Manager for Sales Operations who will lead a team providing service and support for Medicare customers. The role involves strategizing, innovating, analyzing, and managing customer relations to achieve membership growth and retention goals.
Health CareInformation ServicesInformation TechnologyInsuranceMedical
Responsibilities
Plans, develops, organizes, and directs activities of an assigned business area, including, but not limited to, planning, training, motivation, staff development, staff selection, and communication
Manages staff that is responsible for delivering exemplary customer support and escalation for issue resolution, responding to inquiries which may include questions on products, programs, rulings, claims, and membership processing, as well as administrative questions that directly result in the retention of individual business
Establish and maintain service reporting and provide metrics to allow continual improvement and the ability to identify potential issues or trends in the marketplace
Manages the annual agent training and certification process which includes development of materials, and ensuring the certification platform is available and provides a best in class experience in certifying agents to sell out products
Supports the Strategic Alignment relationship between HPB and SHS including recommending topics for executive feedback and discussion and facilitating the bi-monthly meetings
Support annual membership projections for MA bid and capital plan
Participates in development of annual departmental budget, monitors budget, and identifies budget discrepancies
Involved in projects related to external facing systems such as DRX. Responsible for engagement in digital enhancements to improve the ease of doing business and selling
Maintains and promotes quality relationships with internal and external customers
Compiles and analyzes statistics and prepares activity related reports, manpower needs, and inventories and monitors all workflows within the unit
Leads and participates in workgroups and task forces in order to complete special assignments and projects
Resolves customer inquiries resulting from escalated situations, which may include service calls with the MA Sales Consultant and meeting agents or agency contacts to discuss servicing issues
Establish and maintain departmental processes and procedures and other documentation. Ensure departmental policies and procedures are CMS compliant and assist in any auditing
Coordinates and sets priorities that maintain continuity in accomplishing the sales and membership growth goals set for the department
Recommends processes to control supply expenditures and promotes efficient use of resources
Participates in development of annual departmental budget, monitors budget, and identifies budget discrepancies. Researches cause and makes recommendations
Responsible for balancing workload to optimize the effectiveness of the department
Qualification
Required
Bachelor's degree in Business Administration, Health Care Administration, Marketing, or a related field
Valid Michigan Accident and Health Insurance license is required for managers whose primary emphasis is sales
Valid and unrestricted driver's license is required
Continuous learning, as defined by the Company's learning philosophy, is required
Seven years experience of progressive responsibility in a business environment with demonstrated technical knowledge that provides the necessary knowledge, skills, and abilities required
Three years supervisory or lead experience in business required
Excellent analytical, organizational, planning, verbal, and written communication skills required
Proficient in work that involves analysis, organization, planning, presentation development, problem resolution, sales, strategy, and innovation
Knowledge of BCBSM and BCN products, programs, underwriting rules, membership and billing procedures, open enrollment processes, rating methodologies, rate renewals, and agent distribution systems to effectively manage staff
Must be self-motivated and have the ability to work well under pressure
Ability to effectively present information and respond to questions from internal and external contacts at all levels of the organization
Ability to read, analyze, write, and develop communications (i.e. white papers, strategy decks, etc.) or reports as required by leadership
Proficient in current industry standard PC applications and systems
Extensive knowledge of operations
Must demonstrate leadership ability and team building skills to effectively supervise professional and non-professional staff and interact with all levels of management
Ability to work with and empower others on a collaborative basis to ensure success of unit team
Ability to effectively exchange information, in verbal or written form, by sharing ideas, reporting facts and other information, responding to questions, and employing active listening techniques
Ability to effectively present budgetary and/or cost information, and respond to questions as appropriate
Ability to establish workflows, manage multiple projects, and meet necessary deadlines
Preferred
Master's degree in a related field is preferred
Certification or progress toward certification is highly preferred and encouraged
Bilingual skills preferred
Company
Emergent Holdings
Emergent Holdings’ elite team makes lives, companies and communities better! Emergent Holdings is driven by a singular goal — improving the health and safety of our customers and our communities.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
John S. Roberts
Executive Vice President, Emerging Markets & Chief Administrative Officer
Brittanie Benson
Human Resources Business Partner
Recent News
Thailand Business News
2025-06-21
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