HealthPlanOne

Compensation

Full Description

HealthPlanOne's mission is to help people find the right health insurance at the right price, so they live healthier lives. We are committed to making the shopping process simpler. Our mission has never been more important than it is today. The Customer Service Supervisor is responsible for supervising and coordinating the daily activities of a team of customer service representatives (CSR’s) engaged in qualifying, transferring, and retaining prospects/clients by phone. Supervisory Responsibilities: Supervises daily activities of teams of 10-20 employees. Approves timecards, scheduling, and time off requests. Duties/Responsibilities: Coach team of CSRs to accurately qualify a prospect and transfer to a licensed health agent Manage day to day call center activities to include: monitoring key performance indicator reports, employee adherence, call and system assistance Ensure employees have appropriate training and other resources to perform their jobs and assist with difficult or escalated calls Conduct real-time phone monitoring and coach employees to effectively engage prospects that are looking to purchase health insurance Maintain industry and product knowledge Meet and/or exceed call center key metrics General understanding of workforce management Understand and adhere to all Company Carrier and/or CMS related policies and procedures Perform other related duties as assigned Required Skills/Abilities: High School Diploma or equivalent 6 months experience in a sales/customer service call center environment Previous experience leading a team of 10+ employees Strong written and verbal communication skills Ability to multi-task and work independently Must be detail-oriented, motivated, self-starter, with excellent time management and organization skills Ability to resolve escalated issues with members, carriers and other clients Able to work a flexible schedule including evenings and weekends Preferred Skills/Abilities: A current and valid Health License Previous experience with an outbound dialing program Bachelor’s Degree Physical Requirements: Prolonged periods of sitting at a desk and/or standing, working on a computer, typically in a cubicle environment (constant noise, fluorescent overhead lighting) Able to wear headset for duration of shift Equal Employment Opportunity (EEO) is a fundamental principle at HealthPlanOne, where employment is based upon personal capabilities and qualifications. HealthPlanOne does not discriminate because of actual or perceived sex, sexual orientation or preference, gender identity, gender, transgender, race, color, religion, national origin, creed, citizenship status, ancestry, age, marital status, pregnancy, childbirth or related medical conditions, medical conditions including genetic characteristics, mental or physical disability, military and veteran status, or any other protected characteristic as established by law. HealthPlanOne requires the necessary drug testing and background checks as part of our pre-employment practices. If you need assistance or an accommodation due to a disability, please contact us to request accommodation at hr@hpone.com Our Story HPOne was started in 2006 with a singular vision: create custom sales, marketing and contact center solutions exclusively for the health and Medicare insurance products. Since our beginnings, HPOne has grown dramatically. We may be bigger in size, but our focus on optimizing health insurance consumer interactions has never been clearer. We have become one of the highest performing marketing, member acquisition and retention companies in the industry, the largest producer of exclusive Medicare leads, and have expanded into nine locations serving consumers seeking Medicare and health insurance in every state. Our mission continues to be finding the right plans that fit our customer's needs and supporting those customers through enrollment. Year after year we will remain available to customers to make sure they are still satisfied with their plans, or if life changes require new solutions for their healthcare. Our Culture We are a fast-growing company in an industry that is rapidly changing. But a relentless focus on having the most qualified and engaged employees will never change. The HPOne environment encourages collaboration, transparency, open dialogue, and professional growth. Employees routinely describe HPOne as "welcoming," "innovative" and "motivational." We treat employees across the entire organization like trusted colleagues, regularly seeking broad input to design what we know to be the best operation in the industry. An entrepreneurial spirit is in our DNA. We require excellence in every task that we undertake. All contributions are valued and everyone on staff pitches in to create a culture where success is the standard and challenges are seen as an opportunity to learn and grow. Every employee - from agents to programmers and senior management - is aligned around the central objective to deliver the most value for consumers.