Sr. Manager Retention & Market Development Blue Cross Blue Shield of Massachusetts -
Quincy, MA
Blue Cross Blue Shield of Massachusetts is an Equal Opportunity Employment/Affirmative Acton Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, or any characteristics protected by law.
Position Summary:
The Senior Manager, Retention and Market Development provides leadership to the high performing inbound and outbound retention team of eight sales professionals (level S1) and 3 field consultants (level L) that delivers on BCBSMA business/sales goals for the individual Medicare market as well as the individual and direct small group commercial market. Considerable time is spent ensuring that the needs of our prospective and current members are balanced with government and merged market segment profitability goals. The Senior Manager is responsible for communicating business and division goals to direct reports tailoring the message to ensure understanding. The Senior Manager participates in workgroups, internal and cross functional, designed to support the business plan.
The Medicare market alone generates $60 million in new premium annually. Though highly regulated at both the state (DOI) and federal (CMS) level, the Medicare market is our most profitable segment, contributing $70.7 million in 2010 operating income. It represents the company's largest premium and membership growth opportunity.
In addition to selecting, developing, and retaining an internal sales team, the Senior Manager, Retention and Market Development manages a team of three Senior Outreach Consultants that performs a vital market development and member loyalty function for Medicare Markets. The Senior Manager is responsible for managing and leveraging an extensive consumer outreach program in a way that contributes to the ongoing development of a new business pipeline that delivers on established quotas. The highly regulated program includes the delivery of over 200 formal presentations annually to potential Medicare beneficiaries across the state. The team also maintains ongoing relationships with advocates including local Councils on Aging and SHINE. The outreach program also includes a comprehensive worksite based new to Medicare program targeted at existing BCBSMA members approaching Medicare eligibility.
The Senior Manager must be capable of rapidly scaling the organization in response to business needs. The incumbent must maintain a flexible, responsive platform capable of delivering sales results quickly in light of regulatory change. The incumbent is also responsible for fostering associate engagement and succession planning. The Senior Manager also acts as a guide for managers and supervisors as they work to address the development need of their associates; often making suggestions and assisting with the writing of development or performance plans.
The Senior Manager, Retention and Market Development must maintain up to the minute knowledge of the industry, regulatory environment, and the sales function. Regulatory change can have immediate impact on the business, requiring constant attention to risk management in all aspects of day to day operations.
Key Accountabilities:
Meet/exceed business and sales goals; improve Stars and NCQA ratings by providing best in class telesales and field outreach experience.
Provide leadership with regard to vision, values and goals. Establish internal and external partnerships to ensure achievement of business plan and corporate goals.
Attract, develop, and retain high performing associates and supervisors for both an inside and outside sales team. Ensure the initiation of formalized development plans targeting professional growth for all associates.
Provide input in the development of the business plan to ensure consistency with division and corporate goals.
Guide the development and implementation of workflows to meet all business requirements. Ensure compliance with all applicable state and federal regulations.
Deploy technology to improve efficiency and effectiveness.
Decision Making Authority:
Responsible for all talent management decisions including recruitment and corrective action. Establish and manage to performance standards and service levels. Provide day to day guidance and coaching for all supervisors and associates. Assess, recognize, and reward performance. Develop and execute succession plans.
Manage outsourced vendors used to complement the Retention and Market Development team during high volume periods. Select vendors, negotiate contracts, train, set standards, plan and monitor activity and performance, and ensure compliance with all applicable state and federal regulations. Develop reports and budgets. Recommend and implement process improvements and corrective actions as needed.
Oversee process to evaluate member eligibility and guard against anti-selection at time of sale. Enforce all applicable underwriting guidelines.
Oversee process to address escalated calls and grievances consistent with regulatory requirements.
Develop and administer team compensation structure and performance metrics.
Commit resources and budget dollars to initiatives as warranted.
Challenges/Problem Solving:
Establish and maintain staffing levels required to achieve sales goals and meet compliance requirements.
Develop and oversee innovative processes/procedures to ensure adherence to regulatory guidelines in all business practices.
Develop and secure regulatory approval of detailed scripts that must be used in all elements of the sales cycle, both internal and external. Monitor telephone calls of all representatives and field sales presentations to ensure that these scripts are being followed precisely and that all disclosures and required representations are consistently made by all.
Use data to understand business performance and influence business decisions.
Support implementation of new technologies, products and service models.
Balance the need for continuous training to enhance associates skills with the needs of the business.
Strategy:
Develop and manage an efficient and effective process and supporting infrastructure to meet retention goals in commercial and Medicare markets. Seek opportunities to improve and optimize performance while meeting changing business needs.
Develop growth strategies that include multi-year tactics to build and sustain a new business pipeline. Work cross divisionally to create and implement programs that deliver on these strategies.
Partner with colleagues in Sales, Marketing and Product Management to develop and implement all market development activities including outreach, field sales, worksite marketing, turning 65, trade shows/sponsorships, and affinity programs. Seek opportunities to improve promotional ROI.
Leadership Responsibilities:
Responsible for approximately 11 associates
Foster an environment of challenge, openness, and trust. Create a sales culture that values performance and accountability.
Ensure that the tools and capabilities needed to meet quality, financial, and compliance standards are in place and operational. These capabilities include but are not limited to workforce planning (CMS), call monitoring/quality control (Audiolog), lead management (salesforce.com), ongoing reporting and analysis, and budget management.
Ensure the integrity of the eligibility/enrollment process. Collect, manage, store, and transfer all information needed to ensure the timely delivery of completed applications to relevant operational areas. Monitor the timely deliver of ID cards and other materials required in advance of plan effective date.
Facilitate cross-functional workgroups supporting business plan, divisional and corporate goals. Represent the team on key business initiatives as assigned. Share best practices, lessons learned, expertise, and knowledge to support peers.
Provide input in the development and/or purchase of new technologies.
Develop training programs designed to continually enhance telesales skills on a wide range of dimensions. Training disciplines include product knowledge, selling skills, time/territory management, tool use, and compliance. Encourage continuous improvement and serve as a role model for others.
Develop and manage relationship with Account Service team to ensure quality and service to customers. Identify opportunities to improve productivity and reduce waste.
Qualifications (knowledge/skills/abilities/behaviors):
10-15 years of demonstrated leadership skills in telemarketing and sales management. Experience in a highly regulated environment required. Proven track record of consistently meeting established sales goals.
Strong written, verbal and interpersonal communication skills
Ability to effectively communicate the vision and direction of BCBSMA to internal and external customers.
Demonstrated ability to influence change internally and externally
Ability to serve as coach and mentor to direct reports and peers
Innovative planning and problem solving skills
Sets high standards, celebrates achievements, redirects efforts when goals change
Demonstrates sound product and market knowledge; full understanding of relevant business processes and highly complex regulatory requirements
Ability to handle a wide range of serious customer problems diplomatically and within established business and regulatory parameters
Accurately forecasts and tracks performance. Reports regularly on activity and can identify issues early enough to permit corrective action
Prioritizes work, meets tight deadlines, and effectively handles multiple projects
Computer expertise in Microsoft Office (Excel, Word, PowerPoint); experience using workforce planning, call monitoring, and product quoting software
Fluency in the latest telesales methodologies
Handles stress & pressure well by showing resilience in the face of constraints, frustrations and adversity.
Demonstrates accountability, persistency and drive ' relentless pursuit to exceed goals and objectives
Serves as a role model and contributes positively to team morale. Exhibits professional presence and attention to detail
Experience and Education:
Bachelor's degree in Business Administration or sales management from an accredited institution.
5-10 years experience in health insurance or related industry strongly preferred
Valid Driver's license and a personal vehicle
Life, Accident and Health producer's license to be obtained within 90 days of start date and specified requirements met to maintain active license status
Experience working with conventional sales tools such as workforce planning and call monitoring technology.
Time management & organizational skills
Proficiency in Microsoft Excel, Word, PowerPoint & Outlook
Blue Cross Blue Shield of Massachusetts - 11 months ago
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