Director Operations

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 Operations Director will oversee all day-to-day aspects of the Member Acquisition call center. Following the initial implementation and successful launch of the carrier’s program, the director will act as the carrier’s point of contact for all call center related issues. The main goal of the director is to ensure all service level agreements (SLA’s) and sales goals are met, satisfactorily fulfilling all compliance and client requirements.

Supervisory Responsibilities:

• • Direct responsibility for sales supervisors at designated sales center, indirect responsibility for sales agents specific to the carrier and call center

Duties/Responsibilities:

• Develop and lead Operations Managers and Sales Supervisors
• Accountable for day-to-day unit operations and sales performance
• Responsible for the daily execution of operational procedures within the sale team(s) and site(s)
• Ensure all client “rules of engagement” and call flows are followed
• Analyze sales data and trends and recommend/oversee areas for improvement
• Responsible for service level attainment for carrier programs
• Interface with carrier client and/or account management to plan and control implementation and contribute information and analysis to support strategic planning initiatives
• Lead post-implementation bi-weekly call center updates for client
• Work with supporting teams (WFM, quality, compliance, IT) to ensure sales operation is supported
• Review all QA documents and ensure they are completed and delivered to client, when applicable
• Work directly with client to troubleshoot call center/member issues that arise
• Ensure all agents are properly licensed and appointed prior to going live Communicate and follow up with any IT (system and telephony) related issues, ensuring business continuity
• Ensure that agents are properly aligned in the correct program and leaders
• Responsible for the site(s) execution on interviewing, hiring, training, coaching, and when necessary, utilizing correction action with agents and supervisors
• Manage capacity planning and scheduling to ensure adequate carrier client coverage for all client campaigns
• Confirm all agent billable hours are accurate prior to submitting to account management for invoicing
• Ensure that agent commission statements are reviewed and reconciled on a monthly basis
• Accomplish organizational goals by accepting ownership of new requests and explore opportunities to add value
• Make recommendations for system improvements
• Performs other related duties as assigned

Required Skills/Abilities:

• High school diploma or equivalent
• 5 years of successful sales management experience in a call center environment
• 5 years of Individual/Family Plan health insurance sales and Medicare sales experience
• Solid knowledge and grasp of CMS rules and regulations
• Solid knowledge of individual and health insurance plans
• Solid understanding of call center technology, terminology and environment
• Proven track record of increasing sales in a phone-based environment
• Ability to think strategically and manage towards established goals
• Excellent verbal, telephone and written communication skills

Preferred Skills/Abilities:

• Bachelor’s degree in marketing, sales, business administration or related field or equivalent experience
• Previous call center site management experience
• A current and valid Health Insurance License
• Knowledgeable in Microsoft Office skills

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer, typically in an office/call center environment (constant noise, fluorescent overhead lighting)

Our centers are consistent with CDC guidelines and align with local government orders pertaining to all Company physical locations in relation to COVID-19.

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 accommodations@hpone.com