Mass General Brigham

Site: Mass General Brigham Health Plan Holding Company, Inc.

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

Responsible for leading our sales-driven contact center operations. The role will oversee the inside sales team to drive performance and efficiency, while ensuring a high-quality point of contact and overall customer experience. Manager will also implement effective strategies and ensure Inside Sales targets are met. This includes hiring, onboarding, and developing a supervisor and team of Contact Center representatives and providing ongoing oversight and management. Role will be integral in driving the launch, growth, and retention of the plans and establishing and increasing market share.

Essential Functions

• Lead and manage the DSNP Inside Sales team, providing guidance, support, and performance management.
• Oversee the daily operations of the call center, ensuring smooth and efficient functioning.
• Address inquiries, concerns, and complaints escalated from the Inside Sales Representatives and Supervisor, ensuring prompt resolution and customer satisfaction.
• Coordinate and provide initial and ongoing training to Inside Sales Representatives and Supervisor, ensuring they have the necessary knowledge and skills to effectively handle prospect and member inquiries, provide accurate information, and resolve issues.
• Implement quality assurance programs and processes to assess the quality and accuracy of prospect and member interactions, including call monitoring, customer surveys, and performance evaluations.
• Oversee the use of call center technology and systems, such as customer relationship management (CRM) software, call routing systems, and reporting tools.
• Create and execute strategic sales plans to meet Inside Sales and company goals.
• Monitor and report on sales performance, using data to identify areas for improvement and enhance and maximize sales processes.
• Collaborate with other departments to develop strategies to drive call volume, close rate, and member retention that align with business objectives.
• Provide coaching, guidance, leadership, as well as training programs to enhance the skills of the contact center team, ensuring continuous improvement.
• Collaborate with Field Sales Manager to identify and implement strategies that maximize growth and retention opportunities across both lines of business.
• Oversee CRM systems, contact center technologies, and reporting and analytics to optimize processes and enhance insights.
• Ensure all sales and enrollment activities are compliant with state and federal regulations, as well as company policies.

Qualifications

Education

• Bachelor's Degree required (experience can be substituted in lieu of education)

Experience

• At least 5-7 years of experience in sales, healthcare, or insurance, with a focus on the Government Market required
• At least 3-5 years of contact center experience required
• At least 3/5 years of management experience required

Knowledge, Skills, and Abilities

• Familiarity with relevant healthcare regulations, including Health Insurance Portability and Accountability Act, to ensure compliance and maintain patient confidentiality.
• Familiarity with call center software, customer relationship management systems, and other relevant tools used in a call center environment.
• Familiarity with the healthcare industry, hospital operations, and medical terminology is important for effectively understanding and addressing customer inquiries.
• Ability to motivate and inspire staff to provide exceptional customer service while maintaining productivity and efficiency.
• Strong problem-solving skills to handle escalated or challenging customer interactions effectively.
• Dedication to providing exceptional customer service and ensuring a positive experience for patients, visitors, and other stakeholders.

Additional Job Details (if applicable)

Working Conditions

• This is a hybrid role that requires 3-6 visits to Somerville, MA, every year

Remote Type

Hybrid

Work Location

399 Revolution Drive

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

EEO Statement:

Mass General Brigham Health Plan Holding Company, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.