Inside Sales and Retention Representative III

Job Summary

The  Inside Sales and Retention Representative (ISSR) III is responsible for conducting targeted Medicare product outbound sales and retention campaign calls as well as meeting sales conversion and other metric goals. In addition to the outbound calling campaigns, the Representative is responsible for servicing inbound calls derived from marketing campaigns across all L.A. Care lines of business.  This position is expected to support the call and lead flow sales model including generating leads for the external sales team if those opportunities can't initially be sold over the phone. This position is responsible for handling more senior-level and complex tasks and functions such as acting as a subject matter expert, project lead, training and mentoring colleagues. The position assists in supporting, mentoring, and training team members as directed by management. 
 

Duties

Subject Matter Expert:
Applies subject expertise in evaluating business operations and processes. Identifying areas where technical solutions would improve business performance. Consults across business operations, providing mentorship, and contributing specialized knowledge. Assists team in consistently meeting organizational and departmental enrollment benchmarks for all lines of business.  Leads by example while educating, training and coaching all team members in adhering to minimum individual goals, use of Customer Relationship Management (CRM) database, and performance and production standards. Analyzes data, reports and performance records to improve team performance.  Provides input into the periodic reviews and evaluations for individual ISSR team members. Responsible for checking that team members are maintaining the quality and integrity of the CRM database.  Assists the manager in support, training, delegation/distribution of daily activities of all  ISSR team members. Scheduling phone activation and testing daily, staff assignment for answering all incoming lines for the Medi-Cal, Covered California (CA), Cal MediConnect and Healthy Families lines of business as well as the Agent Support line. Assists in developing necessary Desktop Procedures and participates in the developing/ updating Policy and Procedures. 

Sales Data Management:
Documents and tracks pre and post enrollment activities via the CRM system.  Ensures that all team members are correctly entering all data in a timely manner.  Maintains high proficiency of internal and external systems: demonstrates efficient use of internal proprietary systems, including but not limited, to CISCO, QMEIS, MEIS, QNXT, PDM, MARx, Member360, AEVS to pre-screen prospective members for all lines of business.

Monthly and Quarterly Product Sales Performance Goals:
Consistently meets the minimum organizational and departmental enrollment benchmarks for product growth campaigns and meets minimum monthly and quarterly performance and production standards for a Level III representative. Performance and production standards may be adjusted on a monthly, quarterly or annual basis as required to meet the department goals and objectives for all lines of business. 

Outbound Product Education and Enrollment Activities:
Conducts outbound calls relevant to enrollment campaigns, requests for information from community events, provider offices, after-hour messages, and website inquiries; Provides assistance to external insurance Agents and General Agencies regarding membership, commission, verification of eligibility, and other services, as requested; acts as support for contracted General Agencies.

Product Sales Regulatory Compliance:
Ensures all  ISSR team members are in proper Compliance of Centers for Medicare and Medicaid Services (CMS), California Department of Health Care Services (DHCS), and L.A. Care's Regulatory Affairs & Compliance regulatory guidelines following all Desktop and Policy procedures.  Ensures that all ISSR team members are utilizing and adhering to approved scripts and contact guidelines when conducting outreach calls to potential enrollees and when acting as outward facing support for contracted General Agencies.  Ensures that information and assistance provided is within the standards established by all applicable federal /state laws and regulations and L.A. Care's Regulatory Affairs & Compliance Department; Supporting other projects within the Sales and Marketing Department as directed by the Management Team; Providing external event coverage for community health fairs and enrollment events as needed.

Perform other duties as assigned. 

Duties Continued

Education Required

Education Preferred

Experience

Required:
A minimum of 3 years of telesales experience. 

Strong product experience.

Healthcare telesales experience. 

Preferred:  
Direct sales or healthcare related experience, preferably in the Medi-Cal, Commercial, or Medicare.   

Experience leading inter-sales teams and leading sales projects.
 

Skills

Required:
Excellent interpersonal and client interaction skills with strong attention to detail and accuracy.

Ability to apply in-depth knowledge of product lines for positive outcomes for inbound call inquiries and outbound product education and enrollment activities.

Excellent verbal and written communication skills, presentation and time management skills.

Ability to multi-task; flexible and comfortable working in a fast paced environment and committed to meeting deadlines. 

Strong understanding of our internal enrollment processes.

Possess an advanced skill set associated with the education and enrollment processes associated with our products.

Knowledge of state health insurance programs 

Knowledge of Medicare, Medi-Cal  and senior market.

Strong analytical, coaching/ mentoring, and team building skills.

Ability to work effectively with diverse team members.

Excellent PC skills (MS Office), word processing and  spreadsheets.

Ability to work independently,  flexibility with work hours, evening and weekends.

Excellent interpersonal and client interaction skills with strong attention to detail and accuracy.

Great attitude, energy and enthusiasm are critical.

Preferred:
Bilingual in one of L.A. Care Health Plan’s threshold languages is highly desirable. English, Spanish, Chinese, Armenian, Arabic, Farsi, Khmer, Korean, Russian, Tagalog, Vietnamese.        

Licenses/Certifications Required

Licenses/Certifications Preferred

Required Training

Required:
Ability to pass Medi-Cal Certification, and Medicare training certification within 90 days of hire.

Physical Requirements

Additional Information