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.