JOB SUMMARY:

As part of our Customer Strategy, we maintain a contact center of life and health insured licensed insurance agents (2-15 License). We are looking for someone to aggressively build out our Member Services team, who focus on the servicing of client’s post-sale. The role will also be responsible for our pre-sale Welcome Representative team and our Quality Assurance and Call Center training functions. As the leader of this critical customer experience function, you should be passionate about shaping all aspects of the organization - setting priorities, hiring and developing talent, establishing and exceeding service level agreements, nurturing a team culture of customer advocacy, deeply collaborating cross-functionally, and driving transformation across the business in an ethical and efficient manner. This position will report to the Chief Sales Officer.

DUTIES AND RESPONSIBILITIES

General

• Oversee the hiring, onboarding, and training of the organization’s Member Services and Welcome Rep teams
• Strategize with the Customer Strategy team to ensure delivery of high-quality communications focused on retention efforts. Proactively communicate opportunities for improvement and quickly address systemic issues resulting in misses

• Foster a culture of innovation and ownership by hiring, developing, and retaining a team that is highly engaged in delivering a differentiated customer experience

• Work in partnership with Data Architect to develop data repositories/reporting and analysis tools. Monitor and report on KPIs and provide analysis and actions to improve daily operations
• Drive the optimization and innovation of Salesforce and other business critical tools used by the department
• Oversee the Training and QA Teams and ensure Operational goals are achieved for staffing and quality

• Ensure all team members maintain HIPPA and CMS compliance
• Conduct call audits and coach staff based on meeting call expectations

Member Services

• Spearhead customer retention and quality initiatives across the Call Center.
• Lead and grow the Member Services call center team; driving first contact resolution, gathering insights on the voice of the customer, and producing effective reporting that translates data into insights and insights into new tactics to improve customer retention
• Define and implement a strategy to improve customer experience and engagement with support, scale the team and develop talent, and improve retention, all to deliver customer value that exceeds defined NTO and Persistency goals in an ethical manner

• Implement the post-sale customer experience vision and roadmap, establish and track metrics, organize projects, and remove blockers

• Provide critical direction as part of remarketing and call flow efforts
• Strategize and develop feedback loops for training and QA and Sales to ensure gaps are identified and eliminated

Welcome Reps

• Develop and manage a comprehensive outbound call strategy designed to drive qualified warm transfer leads, increase sales and reduce cost of goods sold (COGS)
• Work with the marketing and sales team to actively manage and optimize outbound call lists daily to ensure all operating hours are adequately covered, campaigns are performing as expected, and the design of dialing is meeting regulatory and company policies and procedures
• Build, monitor and refine strategies to optimize key metrics such as contact rates, transfer rates and abandon rates
• Analyze campaign disposition results and call logs to identify areas for improvement

Training and Quality

• Provide guidance and management of the training functions
• Bridge gaps between Sales Ops and QA on calibrations
• Ensure that QA is in sync with Sales Management on standards and analysis
• Forecast training requirements including Certifications, AHIP and other carrier requirements
• Forecast staffing needs for both departments and ensure QA requirements are met
• Ensure A-Bay is monitoring and ensuring agent meet standards to graduate
  

SKILLS / KNOWLEDGE / ABILITIES

• Strong leadership, analytical, tactical, problem solving, and decision-making skills
• Must understand and adapt to Servant/Leader culture
• Excellent written and verbal communication skills
• Must be available and willing to work extended hours as needed
• Detailed familiarity with call center software, preferably Five-9 and Salesforce
• Detailed knowledge of senior insurance products, especially Medicare Advantage and Medicare Supplement products and regulations
• Complete understanding and experience with outbound campaign lead strategies and management
• Able to utilize Excel and design analytical pivot tables and content
• Experience with CRM software (e.g., Salesforce)

EDUCATION AND EXPERIENCE

• College degree or equivalent experience
• 5+ years of related Health Care experience
• Minimum of 10 Years in management role with at least 5 years in a Director role

CERTIFICATIONS AND LICENSES

• 2-15 License Life & Health desired but not required

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel objects, tools, or controls.  The employee frequently is required to talk and hear.  The employee is occasionally required to stand; walk; reach with hands and arms.  The employee is rarely required to stoop, kneel, crouch, or crawl. 

The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.

EEOC

777 Partners is an Equal Opportunity Employer. All aspects of consideration for employment and employment with the Company are governed on the bases of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.