Service Recovery Manager Jobs (NOW HIRING)

Position Overview

MetroPlusHealth is committed to empowering New Yorkers by uniting communities through care. We believe that Health care is a right, not a privilege. If you have compassion and a collaborative spirit, work with us. You can come to work being proud of what you do every day.

Under the direction of the Chief Growth Officer, the Telesales and Recovery Manager will be primarily responsible for the oversight and monitoring of the daily sales and retention activities of all Telesales Sales Representatives (TSRs) and Recovery Unit Enrollment Sales Representatives (RU ESRs) within the Sales Department.  The Telesales and Recovery Manager will work collaboratively with the Senior Directors, Regional Sales Directors as well as other MetroPlusHealth department heads to ensure enrollment and retention of potential and existing members into one of the various lines of business.  The Telesales & Recovery Manager will also serve as a liaison to external and internal customers.

Scope of Role & Responsibilities

• Manages and oversees the daily operations of the Telesales and Recovery (Retention) Team
• Assigning tasks, assignments and projects to team members relating to new member acquisition and existing member retention such as online booking, newborn outreach, disenrollment outreach, document collection and premium payment collection, etc.
• Develops sales scripts and other communication related documents to ensure standardization and compliance
• Establishes target and goals to achieve  KPIs related to sales expectations.
• Measures and monitors KPI’s such as inbound/outbound calls, call waiting and abandonment times, document collection, premium payment collection, renewals, etc., and analyzes production data to drive performance.
• Prepares monthly and annual performance reports.
• Provides product/service information by answering questions, offering assistance and by addressing complex customer complaints or escalated sales calls.
• Ensures the accuracy and quality of enrollment applications submitted by Telesales Representatives (TSR) and the Recovery Unit Enrollment Sales Representative (RU ESR), which includes detailed analysis and correction of submitted work, coaching and feedback aimed at improving the process.
• Responsible for effective developmental coaching and counseling to employees, both verbal and written.
• Performs in-person audits and Silent Observations to ensure consistent adherence to established policies, procedures, and best practices. This includes evaluating the enrollment interactions among TSRs, RU ESRs, and prospective clients to identify training needs, uncover challenges, and drive continuous process improvement.
• Motivates and supports TSRs and RU ESRs through feedback on quality of work, job performance and productivity goals, and by maintaining open communication.
• Keeps up-to-date with industry trends and product knowledge and disseminates information to the Telesales and Recovery Team
• Design outreach strategies that build trust with internal and external customers/stakeholders.
• Attends, coordinates and executes Sales Department and staff meetings held to disseminate general information and departmental updates, conducts weekly team meetings to address strategies in new enrollment and retention efforts.
• Recommend changes for process improvement.
• Responsible for timely entry of work schedule into the Sales Department Scheduler program and adjusting coverage to ensure operational efficiency during peak call volume hours and for the review and timely submission of TSR’s and RU ESR’s timesheets.
• Assists in hiring and onboarding new employees.
• Develop onboarding and ongoing training programs in collaboration with Training and Development Department.
• Coordinate acquisition of resources to ensure availability of tools needed by the Team to efficiently execute their function.
• Collaborates with Sales Leadership and cross-functional teams (Marketing, IT, Training & Development) to ensure efficient operational workflows and alignment with promotional campaigns, training initiatives, and technical solutions.
• Ability to work on weekends
• Performs other related duties as assigned by the Chief Growth Officer.

Required Education, Training & Professional Experience

• Bachelor’s Degree required; and
• 5 years of supervisory experience in sales, preferably in Managed Care; and
• 5 years of administrative experience and background; or
• A satisfactory equivalent combination of education, training, and experience.
• General knowledge of policies and programs utilized in the operation of a Telesales Team, ability to assimilate and analyze data, to recommend action based on analytical findings, and to assist in the solution of complex problems
• Familiarity with quality assurance and data analysis software

Required Licensure and/or Certification

• Must complete and pass the NY State of Health approved CAC training program and become certified. Must complete all required annual CAC recertification.

Professional Competencies

• Integrity and Trust
• Customer Focus
• Business Acumen
• Functional/Technical skills, including familiarity with quality assurance and data analysis software
• Written/Oral Communication
• Excellent Phone Etiquette
• Organizational Skills and Attention to Detail
• Negotiation and Problem-Solving Skills
• Sales Leadership and Coaching
• Strategic Thinking and Decision-making
• Excellent verbal, written presentation and organizational skills are necessary.