Enrollment and Retention Manager - Medicare and Health Insurance at Assurance
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Summary of the position:
The Healthcare Enrollment and Retention Manager is responsible for the daily operations of Assurance’s Healthcare businesses, including Medicare and under 65 (U65) Health insurance. This position leads the business processes to ensure best practice in customer service while maximizing revenue and is responsible for the implementation of operational and technology best practices to improve sales quality, conversion, and retention. You will manage the day to day operations of the Healthcare Enrollment Specialist and Customer Service teams, which are responsible for finalizing enrollments and maximizing retention. The strategies and operational plans you develop will enable us to achieve department goals related to Assurance’s revenues from Medicare Supplement, Medicare Advantage, PDP, Short Term and ancillary health products such as dental, vision, hearing, and critical illness insurance. You’ll need to collaborate closely across a number of teams including, Contracting, Licensing, Compliance, Sales, Marketing, and other departments to handle insurance carrier and customer inquiries and requirements.
What you will be doing:
Ensures the timely intervention of customer issues in order to enhance customer satisfaction and retention.
Actively promotes the values of the organization - particularly in the areas of customer service, change management, leadership, performance levels, and results-focused work.
Manage daily team operations, develop schedules, gathers resources, assigns and monitor work.
Interface with carrier partners to evaluate and improve upon our use of their systems and tools in support of submitting applications with high quality, short cycle times, and high placement rates.
Measure and monitors service performance quality standards to ensure customer satisfaction and to comply with all business contract and regulatory requirements.
Provides operational direction and leadership to quickly remedy operational issues.
Conduct analysis of data and reports to improve employee performance and assist with the development and implementation of goals, objectives, and performance standards - all in an effort to provide a superior customer service experience.
Create a team culture that encourages a high quality of work with revenue enhancement and customer service focus.
Recommend and implements changes in guidelines, procedures, policies to comply with changes in federal regulatory requirements or to improve efficiencies and performance.
Perform Enrollment Specialist and/or Customer Service functions as needed.
To be successful in this role you must possess:
Demonstrated leadership ability to get results through others.
Experience overseeing post-sale operations for a Healthcare agency/call center.
Ability to work with different populations.
Comprehensive program development, management, and evaluation skills.
Ability to stay abreast of State and Federal regulations that impact operations in order to properly respond.
Demonstrated ability to communicate effectively both verbally and in writing, possessing strong presentation skills.
Knowledge of how to confidently diffuse difficult situations and expertly resolve high exposure complaints.
Proficient in Microsoft Word, Excel and Windows.
Strong statistical, analytical, problem-solving, organizational and detail orientation skills.
Ability to work well under pressure in a complex and rapidly changing environment.
Ability to mentor individual growth.
Ability to support and comply with organizational policies, procedures, and guidelines.
Excellent interpersonal skills.
Excellent customer service skills.
What Assurance Offers
At Assurance, we strive for audacious goals, and we’re relentless in our pursuit to be the very best we can be, personally and professionally. Our benefits program is intended to enable every Assurance employee to be the best version of themselves. Our culture clears the way for you to challenge yourself and achieve the impossible. Learn more about what makes Assurance
Trust and Autonomy
At Assurance, we hire experts in their field, and we give them the independence and trust to build based on their expertise. We find that brilliant people, given this freedom and trust, will collaborate to build far more amazing things than they could ever be directed to create.
Drive to Innovate
We don't settle for the status quo – we're a team of innovators who believe that there’s almost always a better way. We operate on first principles – we challenge commonly held assumptions to create new and better solutions from scratch. In our short history we’ve made a lot progress with this mentality, launching new business lines and innovative products constantly. Following our historic acquisition by Prudential, we have more support than ever to innovate and change the world of insurance and financial services.
We leave ego at the door and work together to uncover the truth. We prioritize what is best for the whole and avoid focusing on what is best for the individual. We all care about achieving goals more than looking good, and we're eager to constantly be learning from each other.
Flexible Working Environment
Your schedule and working hours are up to you at Assurance. We care more about results than when and where you get your work done, and we find that a flexible schedule can help alleviate the stress of a rigid work-life balance.
Unlimited Time Off
We work hard, so it’s important that we take time to refresh and reset when we need it. We empower our employees to take the time that make sense for them.
Nutritional Snacks and Weekly Lunches
We encourage a healthy lifestyle for employees in all ways that we can, and we don’t want it to be tough to find sustenance when you’re hard at work! We provide healthy, nutritional snacks throughout our office, and outstanding local coffee. We also host a weekly lunch, featuring top local restaurants, to accompany our all-company meeting.
We want to make sure it’s easy for you to get to and from work, so we a provide free public transportation or greatly subsidized parking close to our office.
From the beginning, our founders believed that beautiful, open, inspiring spaces lead to energy and creativity. We seek beautiful office spaces in all of our locations, and in 2020 we’ll be taking occupancy of a stunning new office on the top two floors of Madison Center in downtown Seattle – this space features floor to ceiling windows with stunning 360 degree views of the Puget Sound, and an exclusive private rooftop deck.
Competitive Health Benefits
Access to high quality healthcare is core to our business, and we care that our employees don’t have to worry about visiting a doctor. All employees receive competitive health, dental, and vision benefits packages.
Choice of High-End Equipment
We want to make sure you’re empowered to create amazing things. We give new employees the option of a variety of high-end computers and accessories.
We believe in the importance of investing in yourself in a variety of ways, including financially. We offer a strong 401k plan, with options to invest in traditional, Roth, and after-tax options, all backed by a best-in-class platform from Prudential.
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