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Customer Service Program Manager

Utah

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A GoHealth Member Services TeleCare Program Manager will lead an overall program consisting of multiple teams of Member Services TeleCare agents as they service customers and provide an overall positive customer engagement that promotes the GoHealth brand. This growing and dynamic area is a core investment area in 2021 and beyond. We are a team that likes to work hard, and play hard too. We are looking for someone who fits our culture and can help us grow!

The Program Manager is in charge of Member Services TeleCare team management and will be responsible for both multi-team and individual agent performance. In addition, the Program Manager will be responsible for driving desired agent behavior and compliance. This includes items such as: proper and effective servicing, retention, sales techniques, helping to incentivize increased production per agent, driving compliance, ensuring accurate administrative activities, tracking to certain financial and performance metrics, and promoting general behavior which aligns to GoHealth’s culture. The Program Manager will be asked to help manage and coach Member Services TeleCare managers. The ideal candidate is motivated and driven by constant challenges, as well as passionate for leading teams and driving performance. We are looking for a leader who we can put in charge of a team and be respected, followed, and effective!

Responsibilities

  • Lead a floor of 50-75 Member Services agents, who handle inbound/outbound inquiries to effectively service, retain and sell health insurance plans and products via phone to customers
  • Manage and coach team managers in order to drive improvements across the TeleCare floor
  • Track, understand, and be held accountable to various program metrics (KPI’s) and overall team production, translate understanding of unit goals into proper incentives and motivate to drive behavior necessary to meet and exceed these targets
  • Understand and influence GoHealth’s product offerings, including Major Medical, Medicare Advantage, Medicare Supplement, Prescription Drug Plans and other ancillary health products
  • Onboard and coach team members on ongoing basis to improve Member Services TeleCare metrics
  • Improve overall agent ability to guide consumers through inquiries, complaints/escalation and the health insurance policy selection and application process
  • Serve as subject matter expert for health insurance inquires, retention and application process
  • Understand GoHealth’s compliance and regulatory needs, in order to drive compliant team member behavior
  • Drive overall desired culture and behavior within the program
  • Drive continuous process improvement throughout the Member Services TeleCare floor, raising suggestions and/or pain points to Corporate management

Qualifications

  • Bachelor’s Degree, Associates Degree or related Health or Medicare Insurance experience
  • Proven leader, demonstrated by 5-7 years of relevant previous job experience
  • Comprehensive knowledge of health insurance and enrollment steps preferred, but not required
  • Health insurance sales experience a plus
  • Professional and motivated self-starter
  • Extremely hard-working and driven by performance and incentives
  • Outstanding communication and interpersonal skills, with proven ability to coach and improve team members
  • Computer proficiency, including Microsoft Office Suite and CRM’s
  • Ability to communicate clearly and effectively, with both consumers and co-workers
  • Ability to work in a fast-paced, exciting, and performance-driven environment
  • Business-minded and able to understand / articulate team performance from a business standpoint (productivity, profit/loss, agent costs, etc.)
  • Flexibility to work some evening and weekend hours.  Our office is open from 7am to 7pm throughout the year and 7am to 8pm in peak season.

Rewards and Benefits:

  • Open vacation policy
  • 401k program with company match
  • Medical, dental, vision, and life insurance benefits
  • Flexible spending accounts
  • Commuter and transit benefits
  • Professional growth opportunities
  • Casual dress code
  • Generous employee referral bonuses
  • Charitable events
  • Monthly Event Calendar
  • Birthday, Anniversary & Perfect Attendance Recognition
  • GoHealth is an Equal Opportunity Employer

 

Due to the unprecedented situation of COVID-19, GoHealth has decided to protect our current and future employees by managing our business remotely. This is inclusive of interviewing, onboarding and each role day-to-day. Please consider that our roles will not be remote long-term and will return to an office setting once we're safe to do so following the guidance of local health authorities and the CDC.

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