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Sales Team Coordinator

Company: HMSA
Location: Kapolei
Posted on: January 25, 2023

Job Description:

  • Performance

  • Create materials such as call scripts, standard response emails, policies and training materials for the staff designed to increase productivity and improve customer experience. This is to include materials for CMS audit workflows, policies, and procedures.

  • Assist with monitoring and training the call center staff.

  • Ensure each caller has the most positive experience as possible. Performs quick and efficient transaction fulfillment of telephone calls or email from prospective or current HMSA employer groups and members.

  • Monitor call center calls to provide appropriate guidance and coaching. Primary person to monitor each CMS audit call.

  • Responsible for obtaining and reviewing call statistics on an hourly, daily, weekly, monthly, quarterly, and annual basis, and reports this call data analysis to the management team. Utilizes statistics to measure specific employee and overall call center effectiveness.

  • Protect HMSA market share through assisting the team with successful renewal and retention of assigned accounts.

  • Relationships

    • Serve as back--up for the sales function, when needed.

    • Serve as back-up when needed in the leadership function by providing guidance to reps, when needed. Takes escalation calls from members and group leaders.

    • Help to close sales when needed, and provide HMSA products and servicing to our Oahu CRG small business customers.

    • Coordinate problem solving associated with escalated group inquiries.

    • Manage internal and external customer relationships to ensure that employer product and servicing.

    • Needs are identified and addressed.

    • Assigned to health, and product fairs and public service events throughout the year, to represent HMSA at public events.

    • Administrative

      • Reports key call center metrics

      • Reports CMS audit metrics to Call Center Manager

      • Interface with USAble and HMSA compensation analysts to ensure accurate and timely commission payments.

      • Maintain accurate records of all account activity and provide management with a weekly report on sales opportunities, proposals, jeopardy/lost accounts, sales activities, and servicing issues.

      • Validate sales reports and forward as appropriate.

      • Validate applications, and ensure accuracy

      • Other Duties/Functions

        • Performs all other miscellaneous responsibilities and duties as assigned or directed.

Keywords: HMSA, Honolulu , Sales Team Coordinator, Sales , Kapolei, Hawaii

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