Director, Sales Operations, Training, and Member Retention

What We Provide

• Referral bonus opportunities
• Generous paid time off (PTO), starting at 30 days of paid time off and 9 company holidays
• Health insurance plan for you and your loved ones, Medical, Dental, Vision, Life and Disability
• Employer-matched retirement saving funds
• Personal and financial wellness programs
• Pre-tax flexible spending accounts (FSAs) for healthcare and dependent care
• Generous tuition reimbursement for qualifying degrees
• Opportunities for professional growth and career advancement
• Internal mobility, generous tuition reimbursement, CEU credits, and advancement opportunities

What You Will Do

• Oversees the design, development and execution of sales processes, policies and procedures to ensure successful execution, operational cost effectiveness and compliance with relevant DOH and CMS regulations. Serves as liaison along with leadership and Regulatory Policies and Procedures Committee.
• Ensures staff have the internal tools, training and support needed to achieve monthly targets.
• Develops and manages lead management tracking tools to optimize sales team performance and resolution
• Works alongside leadership and other key stakeholders to develop and implement broker commission tool, broker support portal and annual certification process to maximize the effectiveness of this distribution channel, improve the broker experience and become Health Plan of choice for independent agent community
• Supervises the sales support staff daily activities to lead distribution and management, internal education campaigns, processes, policies and procedures to facilitate the identification of eligible members from other VNS Health lines of business and to grow new membership.
• Serves as liaison with sales call center vendor to ensure they achieve enrollment targets and are in line with SLAs and compliant with all relevant regulations
• Maintains effective working relationships with the leadership of key internal and external partners to identify growth opportunities and improve operational efficiency.
• Directs competitive and strategic analyses that identify VNS Health CHOICE's strengths, weaknesses, opportunities and threats as well as assesses the product's competitive position within the marketplace.
• Ensures the development of effective training programs, workshops and educational forums to cover processes, policies and procedures, regulations, field operations, community access etc.
• Assesses, designs and develops instructional training materials including training manuals, teaching aids, self-paced study and performance evaluation tools.
• Works closely with sales leadership, education, marketing and product development to ensure alignment on training content and objectives.
• Develops and executes strategies to retain VNS Health Plan members, improving member satisfaction and reducing churn rates.
• Creates and implements comprehensive retention strategies aimed at improving member satisfaction.
• Ensures all retention strategies adhere to Medicare regulations and compliance requirements.
• Performs all duties inherent in a senior managerial role. Ensures effective staff training, evaluates staff performance, provides input for the development of the department budget, and hires, orients, promotes and terminates staff and recommends salary actions, as appropriate.
• Participates in special projects and performs other duties as assigned.

Education:

• Associate's Degree or applicable work experience required
• Bachelor's Degree business administration or health care related field preferred

Work Experience:

• Minimum of five years of managed Medicare and/or Medicaid sales or equivalent operations experience required
• Minimum of four years of management within a managed care environment required
• Experience marketing to a culturally diverse target population required
• Experience with writing and implementing program level policy and procedures required
• Excellent verbal and written communication skills required
• Strong analytic skills including knowledge of SWOT, Gap and Competitive analysis required
• Business acumen including a deep knowledge of relevant regulations required
• Strong organizational skills required
• Proficiency with computer and software programs (e.g.; Microsoft Word, Excel) and the Internet required
• Experience with new product development/start-up preferred