Company :

Job Description :

I. GENERAL PURPOSE:

Handle both inbound and outbound calls related to sales of and enrollment in Highmark Wholecare’s Medicare Assured® product. Generate leads and conducts outbound calls to prospective members to promote the plan; coordinates/schedules with outside Sales and Marketing representatives for one-on-one appointments, community meeting reservations and agency visits. Handle inbound calls regarding information requests; mails collateral material and conducts follow-up to promote the plan. Complete phone-based Medicare Assured® enrollments in accordance with CMS Marketing and Enrollment guidelines. Meet departmental call production and quality standards; ensures positive and compliant communications. Achieve or exceed monthly inside sales goals.

II. ESSENTIAL RESPONSIBILITIES:
1. Handle both inbound and outbound calls related to sales of and enrollment in Highmark Wholecare’s Medicare Assured® product.

2. Generate leads and conducts outbound calls to prospective members to promote the plan by:
• Collecting, entering and retrieving data from Sales database and Lead Management system.
• Promoting Medicare Assured® product, highlighting features and benefits in accordance with the Statement of Understanding, Summary of Benefits documents and CMS guidelines.
• Coordinating leads with outside sales representatives and schedules outside sales representatives for one-on-one appointments, community meeting reservations and agency visits.

3. Handle inbound calls regarding plan benefits, information requests and enrollment questions, including calls related to Seamless Conversion Enrollment and:
• Forwards collateral material.
• Follows-up to promote plan or answer questions.
4. Take Medicare Assured® enrollments over the phone in accordance with CMS Marketing and Enrollment guidelines and:
• Mails pre-enrollment packets and other key information.
• Follows-up to verify receipt, answer questions and to complete enrollment.
5. Meet department call production and quality standards by:
• Following department scripting to ensure positive and compliant communications.
• Achieving or exceeding monthly inside sales targets.
• Completing and submitting all reporting, lead generation and contacts in a timely manner.
6. Work in a cooperative and collaborative manner with other Highmark Wholecare® departments including Medicare Administration, Enrollments and Provider Relations.

7. Other duties as assigned or requested.

III. QUALIFICATIONS:
Minimum
Describe in objective and non-comparative terms the minimum education level, previous experience, specific knowledge skills and abilities the individual must have to perform the job.
• High School Diploma or GED
• Two (2) years of progressive experience in sales or four (4) years of experience in customer service.
• PA insurance agent license or acquire license within sixty (60) days of hire.

Preferred
• BA/BS Degree
• Customer service experience
• Telephonic sales experience
Knowledge, Skills and Abilities (This section describes additional preferred characteristics)
• Bilingual (English and Spanish)
• Experience within an insurance, healthcare, HMO or Senior Services environment
• Proficiency with MS Office applications (Outlook, Word, Excel and PowerPoint)

IV. SCOPE OF RESPONSIBILITY (People Management Responsibility)
Does this role supervise/manage other employees?

No X

V. WORK ENVIRONMENT
Is Travel Required?
No X

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This position adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

Asa component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy.

Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Pay Range Minimum:

Pay Range Maximum:

Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.

EEO is The Law

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