Telecare Member Services Team Manager

| Chicago
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Job Description

The Telecare Member Services Team Manager will be responsible for both team and individual agent performance. In addition, the manager will be responsible for driving desired agent behavior such as proper and effective servicing and retention techniques, helping to incentivize increased production per agent, driving compliance, ensuring accurate administrative activities, and promoting general behavior, which aligns to GoHealth’s culture. The ideal candidate is motivated and driven by constant challenges, as well as passionate for leading teams and driving performance. We are looking for a leader who we can put in charge of a team and be respected, followed, and effective!

Responsibilities

  • Lead a team of 10-15 Telecare Member Services agents, who are handling inbound/outbound benefit inquiries and retention efforts to effectively assist customers navigate their plans, push effectuation rates and to continue to retain members and our BoB
  • Track, understand, and be held accountable to various team metrics, such as effectuation rates, recovery rates, overall team production, and more; drive behavior necessary to meet and exceed these targets
  • Understand Captive’s product offerings, including Major Medical, Medicare Advantage, Medicare Supplement, Prescription Drug Plans, and other ancillary health products
  • Onboard and coach team members on ongoing basis to improve effectuation and recovery production metrics
  • Listen to calls and coach agents on a daily, weekly and monthly basis while looking at key items such as phone presentation, servicing techniques and retention efforts.
  • Improve overall agent ability to guide consumers through the health insurance policy selection and application process as well as improve agent ability to assist consumers with benefit inquiries, complaints, escalations and retention.
  • Serve as subject matter expert for health insurance information and escalation procedures.
  • Understand GoHealth’s compliance and regulatory needs, in order to drive compliant team member behavior
  • Drive overall desired culture and behavior within team
  • Serve as main contact for team members for any technical issue, product question, etc. and liaise with senior management to help resolve any issues
  • Drive continuous improvement throughout the Member Services sales floor, raising improvement suggestions and/or pain points to program management

Qualifications

  • Proven team leader, demonstrated by real-world previous job experience
  • Comprehensive knowledge of health insurance and enrollment steps preferred, but not required
  • Health insurance sales experience a plus
  • Member Services experience a plus
  • Professional and motivated self-starter
  • Extremely hard-working and driven by performance and incentives
  • Outstanding communication and interpersonal skills, with proven ability to coach and improve team members
  • Computer proficiency, including the Microsoft Office Suite
  • Ability to communicate clearly and effectively, with both consumers and co-workers verbally and written.
  • Ability to work in a fast-paced, exciting, and performance-driven environment
  • Highly driven and competitive in nature
  • Bachelor's degree highly preferred
  • Business-minded and able to understand / articulate sales team performance from a business standpoint (productivity, profit/loss, agent costs, etc.)
  • Flexibility to work evening and weekend hours. Our office is open from 7am to 7pm throughout the year and 8am to 8pm in peak season.

Additional Information

  • Competitive base salary, plus attractive bonus earning potential
  • Performance-based incentives
  • Medical, dental, and vision coverage
  • 401k plan
  • Flexible spending accounts
  • Commuter and transit benefits
  • Casual dress code
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • HubSpotCRM
    • MailChimpEmail
    • MarketoLead Gen

Location

Our company is in the River North area with plenty of coffee shops and restaurants. GoHealth is near the Chicago Brown line and bus stops close by.

What are GoHealth Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide 6 weeks of paid recovery time for new mom's and two weeks of bonding time to all new parents.
Flexible Work Schedule
Family Medical Leave
Company sponsored family events
Acme co. sponsors family oriented events Semi-annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Pet Friendly
Acme Co.'s pet policy is Occasional bring your pet to work days.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like The ability to attend job related conferences and seminars.
Lunch and learns
Acme Co. hosts lunch and learn meetings once per quarter.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes Cross-department program.
Customized development tracks

Additional Perks + Benefits

Happy hours, ping-pong tournaments, and more company-sponsored events. Gym Membership Subsidies
Company Sponsored Health & Wellness Initiatives. Employee Referral Bonuses. Open Vacation Policy.

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