HealthPlanOne's mission is to help people find the right health insurance at the right price, so they live healthier lives. We are committed to making the shopping process simpler. Our mission has never been more important than it is today.

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 supervisorsOversee day-to-day unit operations and key performance metricsResponsible for the daily execution of operational procedures within the sales team(s) and siteEnsure all client “rules of engagement” and call flows are followedResponsible 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 expectationsExecution of CMS Secret Shopper process for each carrierPrepare and evaluate daily call center performance reports by collecting, analyzing and summarizing data and trends and recommend areas for improvementInterface with carrier client and/or account management to plan and control implementation and contribute information and analysis to support strategic planning initiativesLead post-implementation bi-weekly call center updates for clientReview all QA documents and ensure they are completed and delivered to client, when applicableWork 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 ariseEnsure compliance through licensing, appointments and attestationsEnsure all agents are properly licensed and appointed prior to going liveCommunicate and follow up with any IT (system and telephony) related issues, ensuring business continuityEnsure that agents are properly aligned in the correct program and supervisorResponsible for their team’s execution on interviewing, hiring, training, coaching, and when necessary, utilizing corrective action with agents and supervisorsManage capacity planning and scheduling to ensure adequate carrier client coverage for all client campaignsGather and approve all agent billable hours prior to submitting to VP for final approvalWork closely with account manager/sales representatives in developing monthly recap deckReview and reconcile agent commission statementsAccomplish organizational goals by accepting ownership of new requests and explore opportunities to add valueMake recommendations for system improvementsPerforms other related duties as assigned

Required Skills/Abilities:

High school diploma or equivalent2+ years of successful sales management experience in a call center environment2+ years’ Individual/Family Plan health insurance sales and Medicare sales experienceSolid knowledge and grasp of CMS rules and regulationsSolid knowledge of individual and health insurance plansSolid understanding of call center technology, terminology and environmentProven track record of increasing sales in a phone-based environmentAbility to think strategically and manage towards established goalsExcellent verbal, telephone and written communication skills

Preferred Skills/Abilities:

Bachelor’s degree in marketing, sales, business administration or related fieldA current and valid Health Insurance LicenseKnowledgeable in Microsoft Office skills

Physical Requirements:

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

 

Our centers are consistent with CDC guidelines and align with local government orders pertaining to all Company physical locations in relation to COVID-19.

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 accommodations@hpone.com