Supervisor, Licensed Health Insurance Agents

NationsBenefits is recognized as one of the fastest-growing companies in America and a Healthcare Fintech provider of supplemental benefits, flex cards, and member engagement solutions. We partner with managed care organizations to provide innovative healthcare solutions that drive growth, improve outcomes, reduce costs, and bring value to their members.

Through our comprehensive suite of innovative supplemental benefits, fintech payment platforms, and member engagement solutions, we help health plans deliver high-quality benefits to their members that address the social determinants of health and improve member health outcomes and satisfaction.

Our compliance-focused infrastructure, proprietary technology systems, and premier service delivery model allow our health plan partners to deliver high-quality, value-based care to millions of members.

We offer a fulfilling work environment that attracts top talent and encourages all associates to contribute to delivering premier service to internal and external customers alike. Our goal is to transform the healthcare industry for the better! We provide career advancement opportunities from within the organization across multiple locations in the US, South America, and India.

Role

The Supervisor, Licensed Health Agent (Florida 2-40 or 2-15), will bring their insurance expertise to this role and lead a team of 25-30 licensed sales agents explaining the plans (Medicare supplement, Medicare Advantage, and Prescription Drug Plans) in detail. They help clients understand the various plan eligibility criteria, look at their client's circumstances, and recommend plans accordingly. Assessing a client’s needs is key as that is the best way to get them an insurance plan that meets their budget and lifestyle.

As a Supervisor, you will coach agents, help negotiate contracts, and solicit applications related to health insurance.

We provide additional training and knowledge of CMS guidelines, computer systems and tools, specific insurance products we represent, and the enrollment process.

Responsibilities

• Lead/coach licensed agents, Responsible for the day-to-day supervision of the call center operations workforce to ensure the highest levels of member experience service, productivity, and Member/Client satisfaction is achieved
• Perform assigned tasks that enable constant monitoring of service levels and performance adherence, ensuring efficient call volume handling.
• Supervises agent adherence to all standard operating procedures, departmental policies, and Compassionate Care principles
• Ensures prompt attention and complete satisfaction of Member requests in a professional and timely manner with emphasis on first-call resolution achievement objectives
• Ensures inbound calls are answered by individual Client Brand Service Standards and consistently meets or exceeds Quality Assurance criteria requirements
• Knowledgeable of team members' KPI metrics and provides ongoing coaching to ensure process flow and team performance are aligned with goals and objectives
• Works with the Quality Assurance team to ensure proper servicing techniques are deployed, and all Member interactions result in the highest levels of satisfaction and optimized Member benefit utilization.
• Utilizes all dashboard tools and metrics to monitor and evaluate call flow, determine and adjust coverage based on business demands
• Provide direct agent assistance and respond to all requests for assistance and guidance.
• Support, develop, and maintain relationships with all customers.
• Attend meetings, seminars, and programs to learn about new products and services, learn new skills, and receive technical assistance in developing new accounts.
  
  

Skill Requirements

• Quick learner and self-motivated
• Ability to work in a cohesive team and take the initiative when needed.
• Excellent written and oral communication skills
• Good knowledge of relevant computer programs (e.g. CRM software) and telephone systems
• Calm under pressure
• Strong problem-solving skills
• Professional presentation and demeanor
• Empathetic and compassionate care attitude and demeanor
• An ever-positive attitude and patience, with a strong personal drive to help people.
• Broad knowledge of the Insurance industry
• Outstanding negotiation skills with the ability to resolve issues and address complaints.
• Proven track record of successfully meeting a sales quota, preferably over the phone.
• Computer literacy, with specific knowledge of Microsoft Office Applications
• Fluency in two or more languages is a plus.
  
  

Qualifications

• High school diploma or equivalent. A college degree is preferred
• Have a valid state Florida resident 2-40 or 2-15 License
• 2 years of Supervision, coaching sales teams in a high-volume call center