Job Description
Awarded a Healthiest Employer, Blue Cross Blue Shield of Arizona aims to fulfill its mission to inspire health and make it easy. AZ Blue offers a variety of health insurance products and services to meet the diverse needs of individuals, families, and small and large businesses as well as providing information and tools to help individuals make better health decisions.
This position requires work and residency in Arizona.
PURPOSE OF THE JOB
- Formulates and implements strategies to achieve and support established sales and membership objectives for Medicare segment products through Direct Call Center operations, sales operations and distribution support. Monitors and evaluates the Direct Call Center sales process to achieve the overall new and existing enrollment goals while maintaining exceptional customer service levels. Develops and manages oversight operations for brokers, call centers, agencies and internal sales representatives selling Medicare products to insure compliance with AZ Blue policies and regulatory rules. Leads development and execution of commissions, contracting, technology and other support strategies to differentiate AZ Blue Medicare in the marketplace.
QUALIFICATIONS
REQUIRED QUALIFICATIONS
1. Required Work Experience
- 10 years of experience in Medicare sales and Operations
- 7 years of management experience
- Experience and familiarity with CMS guidelines and regulations
- Experience with Medicare Compliance audits
2. Required Education
- High School diploma or GED in general field of study.
3. Required Licenses
- Active, current, and unrestricted State of Arizona Life, Health and Disability Insurance License or ability to become licensed within 3 months from start date
- Valid driver license and an acceptable driving record
4. Required Certifications
- N/A
PREFERRED QUALIFICATIONS
1. Preferred Work Experience
- 10 years of management experience
- 2 years of experience in developing short and long range sales plans, forecasting, and budgeting
2. Preferred Education
- BA or BS degree in business administration, marketing, management or related field
3. Preferred Licenses
- N/A
4. Preferred Certifications · Certification or work toward HIA, RHU, CLU or similar designation
ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES
MEDICARE SEGMENT SALES STRATEGY
- Develop strategies for Direct Call Center sales of Medicare products to meet the member growth objectives of the segment. Establish goals for product Direct Call Center sales.
- Collaborates with Medicare Growth leadership to insure Sales Operations and Direct Call Center Sales activities and expectations are aligned with sales strategies.
- Develop, implement, and track sales. Provide sales variance reports, segment business reports, production reports, sales and lead activity reports, and ad-hoc reporting.
- Provide training in sales, customer service, presentation skills, and Medicare product lines for Direct Call Center staff.
- Develop and direct Medicare product sales oversight policies and procedures and ensuring compliance with CMS Medicare requirements.
- Oversee Medicare sales compliance, facilitating AZ Blue and Medicare sales agent compliance, conducting compliance reviews, and auditing to identify and correct any violation of CMS requirements. Develop corrective action plans to
remedy any audit findings and monitor implementation.
- Develop and implement internal and external policies and procedures in order to ensure adherence to DOI / CMS regulations and Blue Cross Blue Shield standards.
- Work with Commission and Contracting Operations to insure Medicare segment business requirements are met. Continuously monitor quality and performance of Commission and Contracting Operations.
- Work with internal partners to develop and manage Medicare segment sales distribution technology and tools to meet market demands and align with growth strategies.
MEDICARE SEGMENT PARNTERS
- Work with product managers to ensure availability of product training content for new products.
- Collaborate with marketing to ensure high-quality integration and alignment between Direct Call Center sales and marketing teams.
- Work with Growth Leadership to create membership forecasting models and annual budget for member acquisition spend.
- Support broker sales seminar administration And reporting.
- Create and maintain positive working relationships with GAs, FMOs, and brokers through frequent interaction.
MANAGE DIRECT CALL CENTER SALES
- Lead and motivate Direct Call Center sales , working through the assigned contacts, to meet or exceed the sales targets based on lead generation and expected conversion rates.
- Collaborate on Direct Call Center call center operations, including design, staffing, call reviews, scorecards, and production reports.
- Provide call volume forecasts and review operational metrics to ensure appropriate staffing throughout the year and provide a high quality response to incoming calls.
OVERALL
- Consultative leader to the Medicare segment management team and the General Manager of Government Business.
- Drives a culture of compliance by ensuring compliance policies, training, and procedures are established for Medicare programs.
- Oversee day-to-day departmental administration by coaching and motivating departmental personnel to make maximum use of experience and skills.
- Monitor quality performance measures, develop and maintain effective workflows, and seek to maximize system efficiencies.
- Manage use of corporate funds including budgeting, financial management, and reporting. Identify opportunities to achieve administrative efficiencies while maintaining service.
- Maintain effective working relationships to ensure teamwork in achieving corporate goals.
- Participate in strategic planning activities and contribute to departmental and cross-functional teams to achieve BCBSAZ goals and ensure future success.
- The position requires a full-time work schedule. Full-time is defined as working at least 40 hours per week, plus any additional hours as requested or as needed to meet business requirements.
- Work schedule includes extended and weekends during open enrollment and occasional overnight travel.
- Perform all other duties as assigned.
REQUIRED COMPETENCIES
1. Required Job Skills
- Strong written and verbal communications.
- Intermediate PC proficiency.
- Intermediate skill in word processing, spreadsheet and database software.
2. Required Professional Competencies
- Management skills in an operationally changing environment, with drive for results based on planned objectives.
- Design and analysis of call center operation and metrics.
- Ability to coach, train, and grow successful teams.
- Advanced knowledge of Individual health/life business, including managed care products, Medicare Advantage and Medicare Supplement products.
- Knowledge of CMS, DOI and telemarketing regulations.
- Knowledge of direct response advertising techniques.
- Interpersonal skills that allow for harmonious relationships with providers, members and coworkers.
- Ability to recognize strategic opportunities and use data to make timely and sound decisions.
- Flexibility and willingness to adjust to shifting demands/priorities.
- Ability and experience to assimilate multiple new functions, services, projects and systems while maintaining existing systems and programs.
3. Required Leadership Experience and Competencies
- High standard of performance while pursuing aggressive goals
- Principled leadership and sound business ethics
PREFERRED COMPETENCIES
1. Preferred Job Skills
- N/A
2. Preferred Professional Competencies
- N/A
3. Preferred Leadership Experience and Competencies
- N/A
Our Commitment
AZ Blue does not discriminate in hiring or employment on the basis of race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected group.
Thank you for your interest in Blue Cross Blue Shield of Arizona. For more information on our company, see azblue.com. If interested in this position, please apply.
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