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.
Telesales Strategy Director
Lead all aspects of the enterprise telesales strategy and operations
Deliver successful sales results in accordance with annual enrollment revenue targets
Develop and implement sales practices that position EmblemHealth’s telesales operations as best in class sales experience
Provide leadership and oversight of external telesales vendor to ensure sales targets are met and members receive quality service consistent with enterprise branding
Provide oversight of internal telesales team: develop, coach, and mentor the team to execute successful selling seasons
Drive the successful transition of telesales functions from external vendors/consultants to internal staff
Ensure Telesales Operations is up to date and aligned on market activity and industry trends
Partner with enterprise leadership on sales initiatives, marketing campaigns and product offerings
Ensure that the team is up to date and aligned on market activity and industry trends
Implement processes and procedures that lead to user adoption of new technology such as Salesforce and enterprise reporting applications
Build a clear strategy and an effective plan for maximizing time and resources to execute on a branded selling season.
Improve sales efficiency, style, and processes in order to sell products and/or services to the customer that is consistent with Enterprise brand.
Provide oversight and direction to outsourced telesales team(s); and to the successful insourcing of team(s).
Develop and manage daily plans for the team maximize phone time efficacy, including pre-call planning, adhering to metrics and customizing scripts to market segments and prospect type; motivate teams, manage and liaise with cross functional business units and deliver with a single EmblemHealth branded voice.
Maintain focus on driving business, managing the appropriate vendor(s) and improving Quality ratings.
Identify and implement process and quality improvement opportunities throughout the contact centers, i.e., call monitoring, dashboard reporting, and performance trending.
Track progress and resolution of issues using shared issues database; report and escalate issues as appropriate.
Implement and manage processes to achieve desired sales outcomes and achieving KPIs; communicate performance to enterprise leadership, keeping them abreast of trends while proactively reporting out on “early indicators”.
Provide guidance to team(s) to identify and resolve customers’ issues.
Ensure all customer information, communications and sales is documented in CRM system; and accurate reporting is available to constituents; protect customer information in accordance with established HIPPA requirements.
Maintain a working knowledge of all products, services and promotions while simultaneously cataloguing how they connect to potential customer base and marketplace.
Maintain current knowledge of the industry, external environment, products, and services.
- Bachelor’s required, Master’s preferred
10+ years’ relevant professional work experience in inside sales, preferably in a healthcare environment required
5+ years’ experience in Telesales operations executive leadership required
Proven ability to deliver results through direct, indirect, and matrix staff management required
Proven ability to interact with colleagues, vendors and consultants regarding problem resolution required
- Experience in Strategy and Growth required
Ability to effectively communicate (verbal, written, presentation, interpersonal) with all types/levels of audiences required
Strong attention to detail, dependability, and follow through; flexibility to adapt to changes in a growing organization required
Proficient with Windows-based software (word processing, database/spreadsheet, presentation, email) required
Working knowledge of sales software, such as Salesforce/ Salescloud required
Track record of taking the initiative and successfully actualizing vision, strategies, and plans into actions required
Ability to travel to regional offices and vendor locations required
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.