Supervisor, Sales Services

Job Description

In addition to the responsibilities listed below, this supervisor level position is also responsible for ensuring enterprise-wide efficiency, accuracy, and timeliness in driving successful, customer-focused key performance indicators.

This may include, but is not limited to leading and supervising audits of benefit, rate and structure accuracy at the market and subgroup level; collaborating with internal functional partners to research and resolve issues; conducting root cause analysis to identify process improvement opportunities; driving process improvement initiatives; identifying and leading change management efforts; and serving as a second-tier escalation point.

Essential Responsibilities

• Auditor/fill-in Team Lead: Audits task that that the agents complete to ensure accuracy, SLAs, and quality. An example is checking regional systems after a group’s implementation to ensure the right plan and rates were installed and the contract is active. This is a fulltime KPMP agent.
• Reporting: There is a PM that partially supports KPMP by taking the results of the auditor’s QA findings and creates aggregate SLA/QA reporting on a bi-weekly basis.
• Instructional Design: When there are new processes, we submit various learning content (e.g., training materials, recordings, email templates, etc.) and the instructional design team converts the content to Knowledge Articles for the team to leverage moving forward. We have heavily relied on this individual over the last couple of years.
• Recommends developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; provides team members with feedback; and mentors and coaches to drive performance improvement. Pursues professional growth; provides training and development to talent for growth opportunities; supports execution of performance management guidelines and expectations. Implements, adapts, and stays up to date with organizational change, challenges, feedback, best practices and processes. Fosters open dialogue, supports, mentors, engages, and motivates team members on collaboration. Delegates tasks and decisions as appropriate; provides appropriate support, guidance and scope.
• Supervises and coordinates daily activities of designated work team or unit by monitoring the execution and completionof tactical action items and work assignments; ensures all policies and procedures are followed.
• Aligns team efforts and standards, and measures progress in achieving results; determines and carries out processes and methodologies; resolves escalated issues as appropriate. Develops work plans to meet business priorities and deadlines; coordinates, obtains and distributes resources. Removes obstacles that impact performance; identifies and recommends improvement opportunities; influences teams to execute in alignment with operational objectives.
• Ensures the administration of benefits and products by: supervising internal business processes related to the benefit sand product offering that Sales and Account Management teams are presenting to customers; coaching team members to serve as a resource for health insurance benefits and product offerings in case follow-up questions arise for personnel external to the organization; and utilizing advanced knowledge of benefits policies to ensure that all alternate benefit requests meet benefit requirements and state and federal regulatory requirements and guiding team to do the same.
• Manages effective communication practices by: supervising team participating in external and/or internal engagements and making formal presentations to various audiences; guiding the creation and dissemination of communications across teams to ensure that other team members are informed and up to date on important information and influencing events; and supervising teams developing moderately complex content and communications to align messages or to advance the sale.
• Oversees practices to ensure sales data are used advantageously by: guiding the team to conduct medium-scale data entry, reconciliation, and processing in various applicable departmental systems as appropriate to ensure integrity and reliability in data across teams; and coaching the team to utilize moderately complex processes to conduct analyses for reporting on lead/prospect/customer accounts, sales, channels, activities, and or events to make strategic recommendations (e.g., membership and account trends) and action plans.
• Ensures a positive lead/prospect/customer and/or channel partner experience by: supervising the team to develop moderately complex strategies to build upon and leverage existing relationships with internal stakeholders, lead/prospect/customers, channel partners, and third-party administrator (TPA) to demonstrate value and build commitment; coaching the team to apply moderately complex strategies and directing the assessment of lead/prospect/customer and/or channel partner needs, and providing solutions that link to our mission, vision and values, service quality, and current product and service offerings; coaching the team to respond to, encourage, and educate leads/prospects/customers, brokers, and consultants about added services and product enhancements in moderately complex situations; and guiding the team to identify opportunities to better meet the needs of leads/prospects/customers and/or channel partners.
• Ensures contribution to project management efforts by: supervising the development and/or implementation of plans for project logistics (e.g., process enhancement initiatives), including time and resource management, and quality checks for initiatives; guiding teams meeting deadlines, resolving moderately complex lead/prospect/customer and/or channel partner questions, and escalating critical issues when needed; coaching the team to identify and implement goals, deliverables, and key milestones for moderately complex projects; supervising the completion of tasks within customer focused business units/lines of business (LOBs) in and/or across the organization to advance the strategic direction of projects and executing action plans; and applying moderately complex strategies for continuous improvement of tools, technology, and processes to optimize effectiveness and encouraging others to do the same.
• Manages the sales process execution efforts by: supervising team’s reviewal and processing of incoming lead/prospect/customer and/or channel partner information for Sales Account and Management colleagues; guiding the execution and coordination of all moderately complex business processes related to lead/prospect/customer requests; providing the communication of information on progress, process, and requirements for lead/prospect/customer and/or channel partner information in a timely manner, across teams; coaching team members to apply strategies and concepts to align lead/prospect/customer and/or channel partner requests and engagement strategies to address moderately complex challenges; and supervising the development and provision of comprehensive and compelling responses to lead/prospect/customer and/or channel partner requests which effectively position, differentiate, brand, and promote our diverse range of products and services                                             

Minimum Qualifications

• Minimum five (5) years account service experience and/or case installation/implementation Industry
• Minimum two (2) years of experience with employee group benefits.
• Minimum two (2) years of experience in a leadership role with or without direct reports.
• Bachelor’s degree from an accredited college or university AND minimum four (4) years of experience in business-to business or business-to-consumer, communication, leadership, sales or marketing or a directly related field, which can include relevant internship experience OR minimum seven (7) years of experience in business-to-business or business to-consumer, communication, leadership, sales or marketing, or a directly related field which can include relevant internship experience.

Additional Requirements

• Proficiency in Microsoft Office 365
• Demonstrated Organizational Skills
• Strong communication/customer service skills
• Detail Oriented
• Demonstrated ability to coach staff
• Strong Problem Solving Skills
• Demonstrated ability to handle escalations
• Familiraity with CRMs
• Experience in developing performance reporting focused on sharing findings/outcomes around the work the team is doing.  Ideally this would be operational reporting (i.e., how many customers audited, turnaround times, accuracy, etc.) and also a summarization of findings (i.e., how many errors discovered by market, plan type, etc.)

Preferred Qualifications

• Four (4) years group insurance experience.
• Two (2) years of experience in underwriting processes, healthcare products and/or contracts.
• Three (3) years experience in one or more of the following areas: provider billing, claims administration, providerrelations, provider contracting, revenue cycle finance, and/or data analytics.
• Three (3) years project/program management experience.
• Three (3) years experience working in a remote environment.
• Three (3) years consulting experience.
• Two (2) years of externally facing sales experience in any industry.
• Two (2) years of market facing sales experience.
• Two (2) years of experience in a leadership role of a matrixed organization.
• Two (2) years of experience in project management.
• One (1) year of experience in health care or another heavily regulated industry (e.g., Banking).
• One year of experience in health insurance field
• Two (2) years of experience in health plan administration.
• Two (2) years of experience in the insurance industry.
• Two (2) years of experience with employee group benefits.
• Certified Associate In Project Management (CAMP) or equivalent certification.
• Lean/Six Sigma or related certification.

Benefits                                                 

• Transportation.
• Life insurance.
• Medical insurance.
• Solidarity association.
• Growth plans.
• Additional days off  

M1 – KP000028