Job Description

Role Description

The Operations Manager (OM) will oversee all day-to-day aspects of the Member Acquisition call center. Following the initial implementation and successful launch of the carrier’s program, the OM will act as the carrier’s point of contact for all call center related issues. The main goal of the OM is to ensure all service level agreements (SLA’s) and sales goals are met, satisfactorily fulfilling all compliance and client requirements.

Supervisory Responsibilities:

• Direct responsibility for sales supervisors at designated sales center.
• Indirect responsibility for sales agents specific to the carrier and call center.

Duties/Responsibilities:

• Train, develop, certify and lead sales supervisors.
• Oversee day-to-day unit operations and key performance metrics.
• Responsible for the daily execution of operational procedures within the sales team(s) and site.
• Ensure all client “rules of engagement” and call flows are followed.
• Responsible for service level attainment and proper scheduling of agents for carrier program(s).
• Responsible for setting team goals and ensuring individual goals are aligned to carrier expectations.
• Execution of CMS Secret Shopper process for each carrier.
• Prepare and evaluate daily call center performance reports by collecting, analyzing and summarizing data and trends and recommend areas for improvement.
• Interface with carrier client and/or account management to plan and control implementation and contribute information and analysis to support strategic planning initiatives.
• Lead post-implementation bi-weekly call center updates for client.
• Review all QA documents and ensure they are completed and delivered to client, when applicable.
• Work with QA supervisor to schedule and take part in call calibration sessions (with client, when applicable).
• Work directly with client to troubleshoot call center/member issues that arise.
• Ensure compliance through licensing, appointments and attestations.
• Ensure all agents are properly licensed and appointed prior to going live.
• Communicate and follow up with any IT (system and telephony) related issues, ensuring business continuity.
• Ensure that agents are properly aligned in the correct program and supervisor.
• Responsible for their team’s execution on interviewing, hiring, training, coaching, and when necessary, utilizing corrective action with agents and supervisors.
• Manage capacity planning and scheduling to ensure adequate carrier client coverage for all client campaigns.
• Gather and approve all agent billable hours prior to submitting to VP for final approval.
• Work closely with account manager/sales representatives in developing monthly recap deck.
• Review and reconcile agent commission statements.
• Accomplish organizational goals by accepting ownership of new requests and explore opportunities to add value.
• Make recommendations for system improvements.
• Performs other related duties as assigned.

Qualifications

• High school diploma or equivalent.
• 2+ years of successful sales management experience in a call center environment.
• 2+ years’ Individual/Family Plan health insurance sales and Medicare sales experience.
• Solid knowledge and grasp of CMS rules and regulations.
• Solid knowledge of individual and health insurance plans.
• Solid understanding of call center technology, terminology and environment.
• Proven track record of increasing sales in a phone-based environment.
• Ability to think strategically and manage towards established goals.
• Excellent verbal, telephone and written communication skills.

Requirements

• Bachelor’s degree in marketing, sales, business administration or related field (preferred).
• A current and valid Health Insurance License (preferred).
• Knowledgeable in Microsoft Office skills (preferred).

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer, typically in a cubicle environment (constant noise, fluorescent overhead lighting).

Equal Employment Opportunity

Equal Employment Opportunity (EEO) is a fundamental principle at HealthPlanOne, where employment is based upon personal capabilities and qualifications. HealthPlanOne does not discriminate because of actual or perceived sex, sexual orientation or preference, gender identity, gender, transgender, race, color, religion, national origin, creed, citizenship status, ancestry, age, marital status, pregnancy, childbirth or related medical conditions, medical conditions including genetic characteristics, mental or physical disability, military and veteran status, or any other protected characteristic as established by law. HealthPlanOne requires the necessary drug testing and background checks as part of our pre-employment practices. If you need assistance or an accommodation due to a disability, please contact us to request accommodation at hr@hpone.com.

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