Company Statement

For the last 80 years, EmblemHealth has been taking care of New York’s heart and soul, its people. Today, health care is more complex than ever. That’s why we’re at the forefront of change. We work alongside our customers to offer access to high-quality, affordable care, help navigate the health care experience, and make good health achievable; because everyone deserves to be taken care of. We deliver on our mission every day by living our values with our colleagues, members, clients and partners. It begins with caring and respecting all those we work with. We believe a culture of diversity and inclusion is vital to serve our unique and diverse customers. We seek for continues improvement and innovation and believe being agile and nimble is our advantage. We bring a strong sense of partnership to every relationship – internally and externally. The EmblemHealth family of companies offers competitive health, welfare, and retirement benefits as well as incentive pay plans and more.

Supervisor, Medicare Sales Support - New York City/Conneticut

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Manager & Professional
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190MK Requisition #
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Helps drives day to day responsibilities of the Medicare sales support call center team with an objective to increase and maintain membership of Medicare through proactive and responsive broker and client service interactions.  Holds Sales team responsible to hit all goals and enrollment metrics.  Coordinates, plans and provides overall sales support and planning process across the Medicare market.  Plan weekly meetings with call center team and sales management and regularly attends configuration/grooming sessions for new systems and product design.

Responsibilities:
  • Coaches staff with appropriate resolution of sensitive calls of a priority nature. Answers the most complex telephone inquiries and any escalated member concerns.
  • Drives Medicare sales and retention opportunity conversion rates and ensures that regulatory compliance processes are followed.
  • Monitors inventory levels of internal and external support to ensure timely resolution.  Holds staff accountable to hitting all goals and targets
  • Help organizes the daily operation of the Sales Department, including assigning projects, processing schedules and reviewing attendance.  Provides feedback, coaching and guidance to all team members.
  • Analyzes and trends service delivery opportunities and assures effective service delivery to both internal and external sales and customers systems and software. Prepares effective reporting mechanisms to track and tend work.
  • Liaison between all departments to ensure highest level of service is being provided to our Medicare client and broker community.  Ensures collaboration and client focus is a top priority.
  • Identifies and coordinates staff training needs to ensure uniform professional responses to all customer, sales and agent inquiries relating to Medicare.     
  • Evaluates and implements necessary process/system enhancements to achieve goals, quarterly and annually.
  • Maintains up-to-date knowledge of all promotional campaigns and communicates the impact with team for effective issue resolution.
  • Perform other duties as required to include all functions of direct reports.
Qualifications:
  • Associates or Bachelor’s degree preferred or an equivalent combination of training and experience
  • 3 to 5 years’ experience in Medicare administration preferred.
  • Strong MS Office software including Word, with a mastery of Excel, and PowerPoint required
  • Knowledge of all government systems used for determining eligibility for Medicaid/Medicare
  • Proven track record of excellent telephone manner along with effective oral and written communication skills and a strong customer service orientation
  • Must possess excellent organizational and time management skills
  • Must be able to perform multiple tasks at any given time
  • Strong problem-solving skills

EEOC Statement

We are committed to leveraging the diverse backgrounds, perspectives and experiences of our workforce to create opportunities for our people and our business. We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or any other characteristic protected by law.

Sponsorship Statement

Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws and regulations, EmblemHealth may provide work visa sponsorship for certain positions.

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