FIND YOUR FUTUREWe're excited about the potential people bring to our organization. You can grow your career here while enjoying first-class perks, benefits and commitment to diversity and inclusion.OverviewThe Government Telesales Representative-Senior will be responsible for government telesales and retention through the call center. They will work collaboratively with government external sales representatives and sales management. The Government Telesales Representative-Senior will be responsible for 100% compliance with all CMS, State, and corporate requirements. In addition, this position will be responsible for handling escalations and completing reports. The Government Telesales Representative-Senior will also provide coaching to Government Telesales team members.Qualifications
High school diploma or GED required.
Three (3) years of call center service and/or sales experience, with the ability to work with Medicare, Medicaid and State products beneficiaries required.
Previous health insurance experience preferred.
Must obtain valid NYS Accident/Health license within 90 days of employment in order to comply with CMS regulations. Will not be permitted to conduct any Medicare sales without state licensure or receive any sales compensation.
Ability to adhere to and meet all established compliance and regulatory standards.
Ability and willingness to conduct outbound sales and retention calls.
Must commit to working CMS required holidays, weekends and extended hours.
Excellent communication skills with external and internal customers, displaying patience, empathy and professionalism.
Ability to understand government products, benefits, eligibility, enrollment processes and communicate such to customers.
Ability to meet established service level and call center metrics including inbound calls, outbound calls and walk-ins.
Ability to work in a collaborative team sales environment and contribute to meeting established sales goals.
Proficient internet, PC and Windows skills with the ability to quickly learn and implement sales lead generation web-based tools.
Self motivated, detail oriented, excellent time management and organizational skills. Ability to meet deadlines.
Proven examples of displaying the IH values: Passionate, Caring, Respectful, Trustworthy, Collaborative and Accountable.
Essential AccountabilitiesGovernment Internal Telesales
Respond to prospective member phone calls, written correspondence and walk-in prospects in accordance with established service metrics. Must be available to handle walk-in prospects at our Lakewood, 250 Essjay or Medicare Information Centers as needed. Ensure that customers receive accurate information.
Must demonstrate compliance with regulatory audit calls conducted by CMS and the DOH and ensure compliance with all MIPPA and State regulations. Meet NCQA standards.
Assist prospective Medicare members in plan selection and telephonic enrollment. Complete and record telephonic applications per CMS regulations.
Collaborate with Telesales Manager to produce and finish reports within specified deadlines.
Collaborate with brokers to assist in handling any e-mails that come through the Medicare Broker E-mail bucket.
Conduct member retention outbound initiatives as required.
Provide plan and benefit information to Medicaid, CHP, FHP, Healthy New York, and individual prospective members. Refer CHP leads to internal Facilitated Enroller.
Standard: The Government Telesales representative will meet all call center metrics and meet established telesales sales goals and ensure 100% compliance.
Assist the Telesales Manager by attending meetings and reporting back, delegating duties, answering questions for brokers, monitoring the call center, and handling call center escalations.
Coach and mentor associates when needed.
Lead the outbound call campaign for the CSNP eligible members.
Check and handle the weekly Salesforce report to ensure all new leads are assigned to the correct zip code representative and reassign if incorrect.
Must demonstrate the ability to use resources to answer questions not in marketing materials.
Coordinate and manage the Sweepstake Survey Monkey entries/winners during AEP.
Coordinate and manage the incoming OSD applications and convert them from email to PDF for enrollment purposes.
Technical Proficiency
Maintain technical proficiency regarding Independent Health’s contracts, benefits, policies and procedures. Attend sales training, regulatory and skill-based training sessions. Must demonstrate expertise of all systems necessary to perform the functions of the position.
Standard: The Government telesales representative will meet the accuracy and quality metrics and be proficient with all necessary systems including Siebel, SalesForce, and Power and achieve an 85% passing score on all training exams.
Hiring Compensation Range: $23 - $27 hourly (+ Sales Incentive)Compensation may vary based on factors including but not limited to skills, education, location and experience.In addition to base compensation, associates may be eligible for a scorecard incentive, full range of benefits and generous paid time off. The base salary range is subject to change and may be modified in the future.As an Equal Opportunity / Affirmative Action Employer, Independent Health and its affiliates will not discriminate in its employment practices due to an applicant’s race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship and immigration status, physical and mental disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, a disabled, special, recently separated, active duty wartime, campaign badge, Armed Forces service medal veteran, or any other characteristics protected under applicable law. Click here (http://www.independenthealth.com/about/careers/additional-eeo-aap-information) for additional EEO/AAP or Reasonable Accommodation information.Current Associates must apply internally via the Job Hub app.The Independent Health Family of Companies, headquartered in Buffalo, NY, serves nearly 400,000 members and provides innovative health care products and benefits designed to engage consumers in their health and well-being. Established in 1980, our comprehensive portfolio includes Pharmacy Benefit Dimensions, Reliance Rx, Nova Healthcare Administrators, Care for You and the Independent Health Foundation.Our culture sets us apart. Our core values drive who we are and the work we do. As a member of our family, you’re part of something special, in your work and in the community.We understand and appreciate that everyone has unique experiences, perspectives and identities which is why we pledge to create a safe space where all people and ideas are welcomed. We are here to continue learning and to generate important dialog.We are committed to doing what matters most - reaching out, working together, and caring for our community. A healthy community benefits everyone who lives in it. You too can be part of making difference in the lives of others, together we achieve so much more. Please click here (http://www.independenthealth.com/about/community-report) to view our Community Reports.Apply today and join us on the journey to a happier, healthier, and more inclusive community.We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. We are a drug-free workplace. An applicant for employment in need of an accommodation to participate in the application and recruitment process should contact Human Resources at: [email protected] note, we do not accept unsolicited resumes. We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.