HealthPlanOne (HPONE) is a rapidly growing, best in class member acquisition company in the Medicare and individual health insurance markets.  Through our digital marketing, proprietary technology and call center operations in Tampa & St. Pete FL, and Gilbert & Phoenix, AZ., HPONE assists health plans acquire and retain membership.  We are recipients of several industry awards including the Inc. 500/5000 list of fastest growing private companies in America, 2010-2015 Marcum Tech Top 40 as well as the 2012 - 2015 Deloitte Technology Fast 500.  We have new exciting opportunities for an Operations Manager in our Tampa Contact Center.  
 
Summary of Role:  The role of the Operations Manager (OM) is to oversee all day-to-day aspects of the Member Acquisition call center; directly managing Sales Supervisors and indirectly overseeing Agents specific to the carrier and call center.  Following the initial implementation and successful launch of the carrier’s program, the OM will act as the carrier’s point of contact for all call center related issues.  The main goal of the OM is to ensure all SLA’s and sales goal are met, satisfactorily fulfilling all compliance and client requirements.
 
Responsibilities:

• Train and manage assigned Sales Supervisors and provide daily call center operations oversight
• Oversee day-to-day unit operations and key performance metrics
• Ensure all client “rules of engagement” and call flows are followed
• Prepare and evaluate daily call center performance reports by collecting, analyzing and summarizing data and trends and recommend areas for improvement
• Interface with carrier client and/or account management to plan and control implementation and contribute information and analysis to support strategic planning initiatives
• Lead “post-implementation” bi-weekly call center updates for client
• Review all QA documents and ensure they are completed and delivered to client, when applicable
• Work with QA Supervisor to schedule and take part in call calibration sessions (with client, when applicable)
• Work directly with client to troubleshoot call center/member issues that arise
• Manage ensuring compliance through licensing, appointments and attestations
• Accomplish organizational goals by accepting ownership of new requests and explore opportunities to add value
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  Minimum Requirements:
   
• Minimum of 2 to 5 years of successful sales management experience
• Minimum of 2 to 5 years Individual/Family Plan health insurance sales and Medicare sales experience
• Previous supervisory / management experience in a call center environment required
• Solid knowledge and grasp of CMS rules and regulations
• Solid knowledge of individual & health insurance plans
• Solid understanding of call center technology, terminology and environment
• Proven track record of increasing sales in a phone based environment
• Bachelor’s Degree in marketing, sales, business administration or related field or equivalent experience preferred
• A current and valid Florida Life, Health and Annuity License (215) preferred
   
  Additional Requirements:
• Ability to think out of the box and manage towards established goal
• Excellent verbal, telephone and written communication skills
• Ability to work well in a team environment
• Must be accurate and detail-oriented
• A professional, positive and enthusiastic attitude
• Effective training and development skills
• Strong coaching and counseling skills
• Knowledgeable in Microsoft Office skills

 
Equal Opportunity:  HealthPlanOne is an equal opportunity employer, committed to employment equity throughout all levels of the organization. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin. We welcome and encourage diversity in the workplace.
HealthPlanOne requires the necessary drug testing and background checks to maintain a safe, drug-free work environment.